IT Service Delivery Manager

Company Description

Remember the last time you opened a bottle of champagne, a cold beer after a hard day’s work or a bottle of sparkling mineral water to quench the thirst, well it was probably made by us, we are O-I and we love that we make more glass containers than anyone in the world.

O-I has more than a century of experience crafting pure, sustainable, brand-building glass packaging for many of the world’s best-known food and beverage brands. We are proud to provide high quality glass packaging for beer, wine, spirits, food, non-alcoholic beverages, cosmetics and pharmaceuticals.

With nearly 25,000 employees and an unparalleled footprint spanning almost 72 plants in 20 countries, O-I is a truly global maker of glass packaging.

From engineering and manufacturing to brand development, design and innovation, we are dedicated to providing unique solutions to exceed our customers’ expectations and fuel consumers’ desire for glass.

Job Description

Job Context:

The IT Regional Service Manager is responsible for ensuring that IT service support for IT systems is provided for all of the assigned region, as well as having primary day to day responsibility for the areas IT budgets.

The responsibility for providing IT Service Support is extended to Incident Management and Request management for the O-I user community.  This position is highly visible throughout the organization and requires the incumbent to interact with users, usually, in circumstances where the user is under pressure and experiencing high levels of frustration.

This position also involves the responsibility to ensure relationship with IT services external providers as well as managing IT service contracts (printing, WPS, telephony, etc...)

The SM will take ownership of all regional service contracts with third party vendors and ensure proper delivery of services according to negotiated terms.

The SM will liaise with finance and procurement department to ensure contract negotiation is within budget target and are within agreed internal purchasing policies.

Job Purpose:

This position is responsible for ensuring accurate delivery of all contractual services and local needs in the countries are fulfilled

• Handling & monitoring via the Incident Management tool that every request (client devices such computers, phones, printers, etc…) is completed in the accorded SLA
• Coordination of implementation of PC hardware initiatives as Project Manager or mentor to their team within CapEx allowance.
• Ensuring expenditure (OpEx) for their area is properly managed according to defined budget.
• Be the first contact with external providers for every service delivered within the region/Country/Country group

Key Responsibilities

·         Ensure that Service Requests are handled in a timely fashion according to the O-I ITIL Incident Management process

·         Monitor the Incident and email queues for IT requests, ensuring that the work is assigned to appropriate and available staff/groups.

·         Provide a point of escalation for the team for customer services issues.

·         Liaise with other support teams in order to escalate urgent issues

·         Assist with the communication to the business and support personnel regarding system outages, changes, upcoming projects, etc

·         Ensure that all local and global policies and procedures are followed in order to maintain compliance with the local, company and Sarbanes Oxley regulations.

·         Manage, maintain and develop relationship with all business stakeholders, including local IT contacts at remote sites

·         Manage, maintain and develop relationship with IT suppliers

Travel Requirements

Domestic and international travel is required 5 to 10% of time

Qualifications

·         University degree (or equivalent) in information technology or related discipline

·         Advanced degree or equivalent desirable but not required

·         English fluent

·         Other language: desired

·         5 years of IT experience in an IT technical position within an international environment

·         2 - 4 years of experience as an IT manager within an international

·         Ability to manage through leadership, motivation, delegation, goal setting, and following up, a team of direct and functional reports to optimize the output of the function

·         W7 / XP PC administration

·         ITIL certification

·         General IT support knowledge of

·         Telecoms (LAN, WAN, PBX)

·         Servers

·         Messaging (Lotus Notes)

·         PCs (incl. Microsoft office applications)

·        Software deployment

·        Server OS (W2003/2008).

·        Active Directory

·       Group Policy management

·       Scripting

·        Project Management experience

Additional Information

All your information will be kept confidential according to EEO guidelines.

O-I is an Equal Opportunity Employer, and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please contact O-I at [email protected] and let us know the nature of your request and your contact information.