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    Regional End User IT Operations manager - Ciudad de México - WTW

    WTW
    WTW Ciudad de México

    Encontrado en: Talent MX C2 - hace 2 días

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    De jornada completa
    Descripción

    The Role

  • Quality Assure the delivery of Workplace Technology services to WTW, including technology platforms, processes, and colleague experience
  • Accountable for the delivery of Workplace Technology services and support through a global Managed Service Provider and strategic service partners
  • Coordination of strategic Workplace Technology change delivery activities, through Local office Technology Refresh and BAU projects to ensure an orderly transition of change into standard operations and support arrangements
  • Partner with End User and Collaboration technology owners and other key stakeholders to articulate service challenges and business requirements to drive technology service capability enhancements.
  • Identify trends and performance gaps to drive Continued Service Improvement activities.
  • Manage vendors and service partners providing Workplace Technology services to ensure consistent alignment to service levels, standards and expectations.
  • Ensure coordination of major incidents and problem investigations are appropriately owned and managed
  • Ensure the completion of Root Cause Analysis activities are performed by the relevant vendors.
  • Work with Procurement and Finance teams to contribute towards and support appropriate financial mechanisms for vendor provided Workplace Technology services.
  • Conduct regular Service Reviews with key vendors and stakeholders
  • Escalate service risks to Technology and Business Operations leadership, as appropriate

    • Technology Areas

  • Conferencing and broadcasting
  • Enterprise Voice
  • Meeting space technology
  • Print
  • In-office desk/workstation technologies

    • Areas of Responsibility

  • In-office Colleague experience
  • Delivery of technology through LOTR
  • Project delivery
  • Service performance management
  • Vendor management
  • Service improvement
  • Best practices and adoption
  • Operational Acceptance
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