IS Operations Manager

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This is a position with grade 13. This position reports to IS Service Manager, Cross-Services Deliv.

Your role and responsibilities

In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the services in scope. You will also showcase your expertise by ensuring continuous improvement and compliance. The work model for the role is: This role is contributing to the IS Area in Mexico. You will be mainly accountable for:

• Fulfilling the service requests in the agreed Service Level Agreements (SLAs) and collaborating with IS Service Owner to define the domain service catalog.
• Reviewing SLAs and corresponding service monitoring and controlling metrics to identify rightsizing opportunities.
• Dedicating resources to monitor problem volumes, Root Cause Analysis (RCA) quality, solution timelines, and following up on potential improvement opportunities.
• Supporting major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation).

Qualifications For The Role

• Bachelor’s degree in Information technology or similar.
• English and Spanish or Portuguese language proficiency verbal or writing skills is mandate.
• Minimum 4+ years of relevant Service Management/Operations experience in handling external Partners and managing the maintenance support activities.
• SAP Functional/Technical Experience/Knowledge is required for the role.
• ITIL certification is mandatory.
• Excellent stakeholder management skills as work involves interacting with many stakeholders within and outside the organizations in partner ecosystem.
• Supplier management experience desirable.
• Driving performance and service quality for run activities for Engineering Applications.
• Partner ecosystem management - Manage partners for Run activities compliance with Quality & Service Agreements.
• Expertise in driving process improvements initiatives.
• Be able to report to management and stakeholders in a clear and concise manner.
• Good with MS Office & PowerBI reporting.

What's in it for you?

• Enjoy a supportive and solution driven team environment.
• Bring your knowledge and expertise, make the difference in technology.
• Feel empowered: take ownership and drive exciting results in your scope of action.

Benefits

• Retirement plan.
• Life insurance.
• Accident insurance.
• Paid and Unpaid leave opportunities.
• Wellbeing program.
• Dental insurance.
• Flex days.
• Employee Assistance Program (PAE).
• Development platforms: Spark, Harvard Manager Mentor and English Learning EF English Live School (EF).

More about us: We value people from different backgrounds. Apply today for your next career step within ABB and visit www.abb.com to learn about the impact of our solutions across the globe. #MyABBStory