IS Operations Manager

-; San Luis Potosí; A distancia; USD 60,000 - 90,000; Jornada completa

Descripción de la vacante

ABB is seeking an IS Service Manager to oversee the delivery of Information Systems services in Mexico. The role involves coordinating service requests, managing supplier relationships, and driving process improvement initiatives. Candidates should have a Bachelor's degree in Information Technology and relevant experience in service management.

Formación

• 4+ years in Service Management/Operations with external partners.
• Fluent in English and Spanish or Portuguese.
• SAP Functional/Technical experience required.

Responsabilidades

• Manage service requests and maintain Service Level Agreements (SLAs).
• Support incident resolution and conduct Root Cause Analysis (RCA).
• Oversee performance metrics and service quality improvements.

Conocimientos

Stakeholder management

Supplier management

Process improvement

Problem resolution

Service quality management

MS Office

PowerBI

Educación

Bachelor's degree in Information Technology

ITIL certification

Descripción del empleo

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This Position reports to:
IS Service Manager, Cross-Services Deliv

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: #LI-Remote

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 of 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.

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe.