IT Service Delivery Lead, US & Canada

Job title:

IT Service Delivery Lead, US & Canada

Company

Campari

Job description

By continuing to use and navigate this website, you are agreeing to the use of cookies.
Accept ClosePress Tab to Move to Skip to Content LinkSearch by KeywordSearch by LocationSelect how often (in days) to receive an alert:Create Alert×Select how often (in days) to receive an alert:Apply nowStartPlease wait…IT Service Delivery Lead, US & CanadaDate: May 17, 2024Location:New York, NY, USAdditional Location:Function: ITSeniority Level: Mid-Senior levelEmployment type: PermanentWorkplace Type: HybridCompany: Campari America LLCWant to be a crowd-stopper rather than a crowd-pleaser? Become a CamparistaAt this point, you may not know exactly what it takes to be a Camparista , but you have the makings to be one of us. We’re the independent minded and passionate achievers in the spirits industry, innovating the iconic.Be Part of Our Signature MixGeneral Description of the RoleThe IT Service Delivery Lead is a key role in the Regional IT team reporting to the IT Country Manager US and Canada, who in turn reports to the Regional Vice President IT Americas located in the Campari Regional headquarters in New York.This role will be responsible to manage all IT Services for the US and Canada markets, including both the delivery of global services, and the delivery and execution of local services. This role will work closely with the Global Service Tower Leads acting as the single point of contact for the markets in terms of quality, reliability, and availability of IT services, and will work with local and regional vendors and business partners to delivery local IT services and projects.Mission/ObjectivesSupport the businesses in the US and Canada to achieve successful business operations and goals through end-to-end IT service excellenceParticipate in managing the overall service quality, service availability and operational capability in conjunction with all the relevant processes and controls and working with internal and external partners (this would include Help Desk, Telephony, Technology, Applications, and Enablement Tooling/Automation and associated Catalogues/Request Portals/Software)On an ongoing basis, participate to the reviewing of local application and infrastructure not within the GSD scope, together with the Country IT Manager and where appropriate manage their transition into global services within the relevant delivery towerThe individual in this role will understand the business needs of the US and Canada markets, and ensure global and local IT services are designed and executed in line with the expectations of the businessTo support the deployment of change/communication management initiatives in the market, as defined by It Country Manager in alignment with Regional IT Vice PresidentKey Responsibilities and ActivitiesActively engage with the Global Service Delivery team across all ITIL aligned service disciplinesOversee and continuously improve IT support and change processes for the US and Canada markets, covering both vendors and businessAct as the US and Canada focal point for any new IT Service change or introduction, and ensure global service improvements are properly deployed in the respective marketsAct as the US and Canada escalation point for business-critical incidents and requests, and escalate to internal partners and vendors for actionEnsure all parties, vendor and business, fulfill their responsibilities and deliverables within agreed service targets and contractual commitments including SLAs and KPIsEngage with market key users to understand requirements for service improvement; and work with vendors and global IT team to implement theseParticipate in defining improvements of the ITSM tool in useWork with COE and regional IT Business Partners and other service towers to ensure the service transitions are correctly planned and executed according to the define frameworkEnsure clear, accurate and punctual communications in respect of IT operations in the US and Canada markets are effective, accurate and timelyRegularly align with the IT country Manager and business stakeholders on the Service quality and on the future market prioritiesWhen necessary, lead and contribute to effective Post Incident Reviews, drive support groups and vendors to proactively identify and resolve problems and known errorsActively encourage and drive compliance to key IT Service Delivery Processes according to ITIL framework, market practices and Campari standardSupport in maintaining local IT vendor relationships, performance and contracts, embedding into the global support model where possibleAlign needed procurement activities with IT Country Manager for required local IT goods and servicesManage local in-house IT applications and activities, such as basic project management, internal system administration, continuous improvement and business support and contribute to the local and regional IT priorities and planBe the market champion of change and adoption of digital IT technologyKey RelationshipsGlobal: Global Service Tower Leads; Global Integrated Service Delivery Team; Global IT COE & Platform TeamRegional/Local: Regional IT Director, Regional and Local Management; Regional Business Process Owners; US and Canada Key UsersExternal: Various External Vendor both global and localExperience & EducationDegree in Computer Science or similar technologyMinimum 6 years of broad IT experience in a multinational company or Consultancy firmMinimum 4 years’ experience in IT Service Management with outsourced partnersExperience across IT domains – business applications, telephony, infrastructure, user supportExperience in adopting the ITIL framework in an organizationExperience in the successful management of Major incidentsExperience in working cross-culture or in a global organization including matrix managementExperience in vendor management and business partner relationshipsExperience in delivering first class customer service with a strong customer centric approachExperience in Change management and introduction of IT ServicesITIL V3 Foundation certificationLean / six sigma experience (desirable)SAP knowledge (desirable)Required Skills & TraitsExcellent communication skills at all levels with the ability to convey complex informationExcellent understanding of all the key elements and processes relating to IT service management, including tools and processesPassionate about Service quality and attention to detailExceptional customer relationship management skills and ability to create a culture of customer centricityAbility to understand the business need and to adopt the Service design according to the value for the companyAbility to effectively interact with internal stakeholders and external partners involved in providing service to the users at all levels in the organizationAbility to develop and implement process improvement, crossing team, country and organizational boundariesMust be a self-starter, proactive, highly organized and curious for any new trendExcellent problem solving and decision-making skillsExcellent written and verbal communication, and presentational skillsAbility to work effectively under pressure, alone and as part of a teamAbility to prioritize multiple support issues, manage and set expectations to key stakeholdersInterpersonal skills and very good team workingAdditional RequirementsCompany language is English. Other languages are an advantageAvailability to travel nationally up to 30% of time between our various US and Canada locationsThe expected base salary for this position ranges from $114,600-$143,300. Salary offers are based on a wide range of factors and considerations. In addition to base salary and a generous employee benefits package, employees are eligible to receive a discretionary bonus.Our commitment to Diversity & Inclusion:At Campari Group we believe in building more value together, thus we see diversity in all forms as a source of enrichment. Our employment policies and practices ensure that we are committed to providing equal employment opportunities in all aspects of employment without regard to any individual’s race, religion, creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, sexual orientation, gender identity or characteristics or expression, political affiliation or activity, age, veteran status, citizenship, or any other characteristic protected by law.Note to applicants:Your application will be assessed based on your abilities, expertise, general knowledge and experience, not because of any confidential, proprietary or trade secret information you may possess. You must not disclose to Campari Group any such information. In the event that you are asked a question that cannot be answered without disclosure of any confidential, proprietary or trade secret information (including from a current or prior employer or their vendors or customers), you must decline to answer the question.Notice to third party agencies:Please refrain from cold-calling or emailing our executive leadership team or the HR community directly. The Talent Acquisition department manages centralized recruiting operations globally, including the selection and management of external suppliers. Currently, our preferred supplier list is at full capacity. To ensure we have your information on file for future consideration, we kindly request that you complete the online form provided .Apply nowStartPlease wait…Find similar jobs:© DAVIDE CAMPARI-Milano N.V. 20099 – Sesto San Giovanni Via Franco Sacchetti 20 – VATIN: IT06672120158 – Registro imprese 06672120158 – Capitale Sociale E. 58.080.000

Expected salary

$114600 – 143300 per year

Location

Canada

Job date

Sat, 18 May 2024 22:21:35 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (globalvacancies.org) you saw this job posting.