• Our ambition is to be the best performing; most trusted and respected CPG Company in the world.
• WestLAC is one of the 4 markets within the LAC Region and is comprised of 40 countries. The region is a multicultural, multi-customer, multi-channel and multi-currency environment with different taxations and regulations.
• It is comprised by 5 business units: Jamaica, Argentina, Chile-Peru-Bolivia & Ecuador, Free Trade Zones & Border and Caribbean and Central America.
• Caribbean & Central America is a mix of distributor markets and IMCs.
Purpose of Role:
The primary purpose of this role is to work closely with the business, our service partners and GDBS team (regional and global), to ensure quality delivery, support and availability of all IS services into a specific cluster of markets or region, as well as implementing and tracking service delivery measurements and controls in Peru
The incumbent is also the local leader for support and maintenance of infrastructure services, applications and operational problems in Peru. It should support the process of escalation, reporting, incident/service management and change tickets. And lead the improvement processes and solving everyday issues.
Key Outputs:
• Achieve all committed Service Level Agreements maintaining the day-to-day service levels, service, change requests and others needs of the business and its local systems and processes
• Management of all IS Services to market delivered through local or central IS Support teams using ITIL Service Delivery Process Framework
• Management of local and central IS service partners (Accenture, CSC, TCS, etc) supported by the Service Delivery team
• Implement controls, manage, monitor, pursue and report compliance with internal controls and audits recommendations
• Support other global/local project implementation as required
• Support our users on escalation processes and day to day issues with any GDBS service
• Performs other related duties as assigned
• Prioritize technical issues and decide the importance of them, based on the business priority and criticality. Work with the local/regional/global teams to solve critical incidents as soon as possible. He should be able to deal, manage and escalate technical issues without intervention of his superiors.
• Lead the users and explain them how the support scheme works and help them if necessary. He must be able to work with the users and let them understand the reasons why our global support methodology works and help them to use it. Engage global teams when the support process is not working as expected.
• Request POs and manage vendor payments
• Engage local finance teams for PO and/or billing process of services or purchases required
Qualifications and Experience Required:
• Bachelor's Degree required in a related field
• English and Spanish required
• At least 3 years of progressive responsibilities in IS or an IS focused business area.
• Knowledge of IT Service Process Frameworks (i.e.: ITIL, Cobit)
• Self-directed and focused on a goal or end-state as opposed to specific tasks
• Ability to build and maintain successful relationships in an IT multisourcing environment, including 3rd party and internal delivery teams
• Experience interpreting business requirements, recognizing impact on business processes, and making recommendations
• Strong organizational, customer service, manager and employee relation skills.
• Communication skills with the ability to effectively and simply communicate technical concepts, solutions and
• Basic negotiation skills in managing third-party local contracts
Service Delivery Analyst
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