Track Lead - Program & Project Management (BR)

Provide effective IT support for the Client businesses in the NORTH AMERICA region

• Work effectively with GTO I&O tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the NORTH AMERICA region
• Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Client users with their end-point devices
• Oversee activity and responsibility of remote campus engineers
• Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers)
• Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery
• Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes
• Assess organization's current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables
• Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations.
• Champion ITIL standards across teams
• Review and approve knowledgebase articles for accuracy and relevance

achelor's degree in Computer Science, Information Technology or Business Administration

• Seven (7) years of experience in information technology, including five (5) years’ experience supporting infrastructure technologies.
• Excellent interpersonal and communications skills.
• Strong technical skills and experience with core infrastructure concepts
• Hands on experience managing infrastructure projects
• ITIL certifications preferred
• Advanced level English as well as local language if applicable, written, and verbal
• Provide effective IT support for the Client businesses in the Europe region