Is&t Regional Service Manager Latam

**Role Purpose**:
This role is part of the IS&T Core Services team, an enterprise wide global IT service and support function for Weir. The Service Manager is aligned regionally (NA, LATAM, EMEA and APAC) and is responsible for service support performance in region in accordance with Customer SLA and for defining and agreeing service improvements with customers and the service support team(s). Management of End User Services (Desktop/Deskside Support).

**Key Accountabilities**:

- Establishes a true internal Weir Group Service Management capability with a senior presence in each region
- Adds clear and demonstrable value to the business by being the accountable point of IS&T customer contact for service management, managing and delivering services in accordance with defined service delivery roadmaps and ensuring performance to agreed customer SLA’s (with associated costs and chargeback policies)
- Drive consistency and quality of service provision across regions, and globally as part of the Global Service Management team
- Lead and manage a team of regional deskside/desktop support employees and 3rd party support partners
- Develop and agree customer SLA’s and service roadmaps
- Respond, manage and close out escalations where appropriate
- Ensure provision of effective, responsive support service for all services
- Regional and global stakeholder management gives IS&T and business colleagues an experienced point of contact for IS&T Core Services
- Oversee service level management, service reviews and improvement planning
- Identify, capture and understand business requirements for solutions with IT requirements. Work closely with the Demand Management process owned by the Service Portfolio & Transformation team(s)
- Recommend new services and solutions in line with business strategies and a customer value approach
- Responsible for Escalation Management (with reference to Incident Management and Change processes from a regional context (or globally if managing across common services), for being the customer touchpoint for problem management and the lead customer interface for MI’s
- Provide an agile service support model that is integrated, customer-intimate and business-aligned which continuously delivers value
- Responsible for timely knowledge management data input to the quality required to underpin service support delivery
- Accountable for SLA management ensuring service support suppliers deliver in accordance with agreed SLA’s
- Accountable for continuous improvement in service support including implementations and exploitation of “self-help” tools and processes
- Maintain a first-class level of customer service ensuring that all customers are treated efficiently, professionally and in an appropriate manner
- Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues
- Day to day delivery responsibility for third party suppliers and managed service contracts - where applicable (regional based)
- Responsible for ensuring the smooth operation of services in scope
- Reporting on agreed KPIs
- Contributes to the vision, strategy and roadmaps for delivery of Service Support services in region and contribute to the creation and management of the global vision, strategy, and roadmaps for the Service Management and End User Services organisation
- The Global Management teams in Service Management and their distributed teams within service support are responsible for individual SLAs (Incident Management, Problem Management, and Onsite-Support)
- Ensure that self-service channels provided by service support are fit for purpose within the region and encourage customer uptake
- Responsible for ensuring timely knowledge management data input to the quality required to underpin service support delivery in region
- Responsible for identifying specific regional training needs based on the user interactions with Service Management in the region
- Support the delivery of service improvement projects / strategic initiatives as required within the region
- Ensure service support reporting is delivered in accordance with regional needs
- Contribute to regional financial plans for Capex and Op-Ex budgets

**Essential/Desirable Criteria**:Skills/Experience/Knowledge/Qualifications**:

- Experience of working in a global major corporation with complex IT environments (Essential)
- Strong experience of developing and managing relationships with customers and suppliers (Essential)
- Considerable, proven experience in a similar role with a proven track record leading across multiple service support domains (Incident, Problem, Service Desk, Onsite, self-service) (essential)
- Experience of leading people and teams (Essential)
- Experience of working in a complex highly federated organisation with matrix reporting (Desirable)
- University degree or equivalent experience gained working in Industry (Essential)
- Excellent communication skills