Regional Ops Manager - Ciudad de México - WTW

WTW

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Regional Ops Manager

February 12, 2024

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

Areas of Responsibility

The Requirements

Minimum 5 years' experience delivering End User IT services within ITIL environments
Ability to build strong working relationships to influence, network and collaborate with IT and business stakeholders
Exceptional foundation of technology, best practices, customer centric focus, and process orientation to deliver consistent services globally.
Experience in delivering or coordinating managed projects.
Actively promote ideas, proposals, influence strategy, encourage innovation and manage change.
Excellent and effective communication skills
Experience in global leading, planning and implementation.
Previous experience of delivering through Managed Service Providers
Assist in the implementation of solutions that are appropriate for the WTW environment.
Assist with business engagement to proactively identify and enhance service delivery capabilities
Ability to drive business adoption and increased customer satisfaction through the delivery of Colleague Experience focused activities

WTW is an Equal Opportunity Employer