Key Responsibilities

• Manage and deliver a stable support service reducing the escalation volume in the region
• Keep level of a positive IT service survey higher than 90%
• Maintain the level of aged incidents affecting the business lower than 9%

Tasks

• Act to collaborate and lead initiatives/projects as part of the business demand
• Accountable for the adherence of global processes in the region
• Ensure the organization needs are aligned with security policies and processes implemented
• Lead & develop Regional IT Demand & Operations team as a global service organization
• Accountable for major incident coordination, involving all necessary teams to solve the situation
• Optimize costs, services scope and quality of day‑to‑day operations and projects
• Ensure compliance on the region of global IT processes and user policies
• Constant service review for cost op...