IT Solution Support Team Manager

Heredia, Provincia de Heredia, Costa Rica Global Business Services 53139 8. December, 2020
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SUMMARY:

Manager of team delivering support services to DSC division, both globally and for AM regions. Acts also as ITS Service Owner for selected service(s). Role reports to Head of DSC domain, ITS Solution Support (based in Czech Rep.).

LOCATION: San Jose, Costa Rica

MAIN RESPONSIBILITIES:

  • Manage, motivate and develop team of support engineers

  • Ensure service delivery according to agreed SLA’s; acts as the primary service delivery contact for DSC NORAM and LATAM regions

  • Drives continuous operational improvements. Demonstrate creativity and innovation in applying solutions for the benefit of the customer/stakeholder

  • Co-drive business development in AM regions; understand customer requirements and take them into account when making proposals and/or decisions. Act as trusted advisor.

  • Interact with key IT and business stakeholders, both formally and informally

  • Contribute to departmental policies, procedures and practices

REQUIREMENTS:

  • University degree with IT related subject matter and at least 5 years experience in IT

  • Experience with application support

  • Understanding of IT infrastructure (HW, network, OS, DB, middleware)

  • ITIL knowledge

  • Very good communication and presentation skills

  • Results oriented, good analytical skills and structured approach

  • Organizational skills, experience with matrix management and global organizations

  • Ability to work independently, self-motivation and self-confidence

  • Strong customer focus and business acumen

  • Strong team player

  • Fluent English (written and spoken)

  • Experience with transport management systems and /or warehouse management systems is advantage

  • Current Cedula

Zahlen und Fakten

  • Geschäftsbereich

    DHL Information Services (Americas), Inc.

  • Reisetätigkeit erforderlich

    No travel required

  • Beschäftigungsart

    Unbefristet Vollzeit

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