REGIONAL IS OPERATIONS LEADER - R&D AMERICAS

Preventive maintenance / Continuous improvement 

• Analyse user survey for his region, identify improvement action, drive some of them
• Analyse usage monitoring of licenses in his region and propose some actions plan to minimize license denials, including but not limited to communication of best practice for usage, change in license mix, purchase of new license 

Incident & Service request management 

• Critical incident management: mobilize and lead task force until resolution of major IS incidents in his time zone in a timely manner, with appropriate escalation. Communicate status regularly to users and R&D / D&IS management. Create Major Breakdown reports after resolution with lesson learnt and action plan to avoid same incident again and/or increase resolution time 

• Non-critical incidents/service requests : manage some non-critical incidents/service requests directly, as exception in case of peak. 

• Continuous improvement: provide monthly analysis of incident and service request service performance in his region, and propose some improvement actions, aligned with AMS partners. 

Standard Change Management 

• Regional changes: manage urgent standard changes for the region, ensuring risk assessment, coordination, and timely execution, following governance and standards. 

• All changes: validate operational readiness for his region before change implementation, account for appropriate communication to impacted users and their management. 

• Track and report regional change performance, propose some improvement actions / drive some of them 

Project build-to-run process  

• Local projects : Ensure regional projects and evolutions handovers are executed following the Build-to-Run framework, propose changes to R&D IS CAB (Change Advisory Boards) 

• Global projects : support local testing (eg performance testing), acceptance, and onboarding new services into operations, represent his region in R&D IS CABs* 

• Bachelor’s or master’s degree in information systems, Computer Science, or equivalent

• ITIL V3 or 4 certification (Service Operations or Service Management) preferred. 

• Project Management or Service Delivery Management certification (e.g., PMP, PRINCE2) is an advantage.
• At least 6–8 years of IT Operations experience, including 3 years in service delivery management. 
• Proven experience managing SLAs and KPIs in a regional or global IS service context.
• Demonstrated success in coordinating Build-to-Run transitions and operational readiness