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It's not just about your careeror your job title it's about who you are and the impact you are going to make on the world.
Do you want to go into uncharted waters do things that haven't been done to make yours and someone else's life better?
Wabtec has been doing that for decades and we will continue to do so!
Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry.
SUMMARY
The Technology Services Delivery Specialist will lead the service delivery of matters related to compute, end user services, unified communications, network and digital workplace to the region, reporting to the Technology Services Engagement Leader LATAM.
The Technology Services Delivery Specialist will own the tactical contract relationship of our Service Desk, Telecom, Network and Assets providers, ensuring to own the service delivery process definition, implementation and monitoring of the services previously mentioned and also timely commitment to SLAs and scope hired with our third parties network to sustain our operations in Brazil, Chile, Peru and Colombia.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Owns the tactical leadership of users support, including definition and reviews of SOPs, guidelines to third parties, plus service delivery audit
- Tactical management of vendor partnership for the ongoing operations within the region for hands and eyes support within the region
Coordinate the operations for L1 according to the established processes and IT guidelines in place within Tech Services
- Works closely with the Tech Services Leadership in region to ensure that the end users are assisted on all their needs with robust processes in place
- Define track and control the processes to maintain accurate controls on hardware and software inventory for computing, telecommunications and software following the global standards
- Write RFPs to hire and onboard vendors and follow up the wing-to-wing lifecycle of the vendor while the contract exists
- Communicate project progress, prioritization status and manage conflicts with third parties and internal teams
- Partner with Digital Operations Management team to ensure correct monitoring and escalation of regional issues of services under the team capacity
- Build, deliver and support processes to manage technical debt for the areas related to Tech Services
- Other duties as assigned
QUALIFICATION
- Master's/Bachelor on STEM courses, Information Systems and Computer Science preferred
Working knowledge of enterprise tools management, such as ServiceNow
- Working knowledge of IT Vendor management and contract management
- Understanding of network, UC and identity management concepts
- Experience on ITIL framework and follow Incident, Change and Problem management practices
- 5+ years of service delivery experience
- Past solid experiences on project management role
- Advanced English required, with ability to join calls and fully understand and participate on discussions, as well as advanced reading and writing skills
- Strong background working in other types of manufacturing industries desired
- ITIL V4 knowledge and/or certification is a plus
KNOWLEDGE, SKILLS AND ABILITIES
- Able to work well with global teams, including time-zone flexibility
- Demonstrated experience in IT Infrastructure
- Executes efficiency through automation, leverage self-service provisioning capability
- Strategic and creative thinking to analyze issues that may arise and create solutions.
- Ability to respond positively to feedback and implement change in process and procedures as needed.
- Project Management Expertise
- Ability to work in a fast-paced environment
- Verbal & written communication skills
- Highly self-motivated, disciplined and good team player
Wabtec Corporation is committed to taking on the world's toughest challenges.
In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness.
We aim to employ the world's brightest minds to help us create a limitless source of ideas and opportunities.
We believe in hiring talented people of varied backgrounds, experiences and styles people like you!
Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status.
If you have a disability or special need that requires accommodation, please let us know.