What are the responsibilities and job description for the Regional IT Service Delivery Manager - Americas position at Flora Food Group?
About Flora Food Group
We offer consumers a compelling choice in four growing categories : butters and spreads, creams, liquids and cheeses. We hold leadership positions in many of the 100 countries we operate in, with iconic brands including Flora, Becel ProActiv, Blue Band, Country Crock, I Can't Believe It's Not Butter, Rama, and Violife, together with our local brands and Professional business.
Global branded food champion Flora Food Group, offers the next generation of delicious, natural, nutritious food. Our products are more affordable and more sustainable than their dairy equivalents.
About the position
Location :
Hackensack, NJ office
Hybrid
with shuttle service provided for NYC-based employees
Salary : up to 150K
Role Summary :
The IT Regional Service Delivery Manager - Americas plays a crucial role in ensuring seamless, localized IT service delivery to meet the specific needs of the business. Positioned as a key interface between the local business and local and global IT services provision, the RSDM works closely with regional stakeholders to align IT support with operational goals. This role emphasizes proactive engagement with the business, driving service improvements, resolving issues through escalation when needed, and ensuring that IT services underpin effective business performance.
Key Responsibilities :
Stakeholder Management
Proactive
engagement of
regional
business stakeholders
to manage expectations,
issues
and opportunities
point of escalation, obtaining service
feedback, managing
expectations
better understanding current and future service needs.
Service Operating Model Design.
Ensuring the local IT service operating model is based upon clear responsibilities, roles, processes and policies, underpinned by efficient and effective service and support contracts with all suppliers.
Innovation & Change Management
Help regional leadership to channel their demand for innovation and / or solution changes into the Global DT&D organization for solutioning. Actively promote re-use of core and common global solutions. Manage delivery of portfolio of local projects, and lead local activities required to deploy solution delivered by globally managed projects.
Supplier Management
Oversee the performance of local IT suppliers, ensuring they meet contractually agreed service levels and, in so doing, deliver the required customer experience. Working with Procurement, manage the procurement and contract lifecycle for local IT services, ensuring cost efficiency and compliance with organizational standards.
Governance Risk and Compliance
Ensure that local IT and cyber security related business risks are being proactively managed and that agreed IT General Controls are being consistently. Ensure agreed IT processes are being followed, and required standards are being achieved.
Continuous Improvement
Champion a pre-emptive and proactive approach to IT service delivery, driving initiatives to improve efficiency, user experience, and service effectiveness.
Service Management
Ensure local IT issues and service requests are being proactively monitored and managed; routine technology management activities are happening, services are being documented, future service demand needs forecasted and processes for onboarding / offboarding provide excellent experience.
VIP & Key-Event Support
Ensure all "registered" VIPs receive the expected "white glove" experience, and that all key buiness events are proactively prepared and managed to deliver heightened support requried for success.
Support Global VIP Support lead in ensuring heightened local support is provided for all agreed "Key Events" (eg. ExCo meetings, Regional LT Meetings, Townhalls, Annual Sales Conferences, Customer Site visits, etc).
Financial Management
Manage local IT budgets and costs, ensuring accurate and timely accounting, prompt supplier payment, and up-to-date reforecasting of costs. Track and monitor consumption related costs, taking steps to deal with over-consumption as necessary. Striving to drive cost savings and / or increased value for money.
People Management
Manage and coordinate team of local IT resources, including employed full-time Regional Support Coordinators, partner provided resources (such as site dedicated or despatch engineers) and non-IT managed Single Points of Contact (typically in smaller sites).
Role Scope
Americas region, incorporating US & Canada, Mexico, Central America, Carribean and South America.
Locally provisioned and managed IT services, typically including : Local managed WAN / LAN / Wifi, CCTV, Security Access, Audio Visual systems, laptop & desktop provisioning, desktop peripherals, printing, local telephony, mobile devices / services, local comms room, local device courier service, on-site / field IT support
Out of scope : Factory Operating Technologies (OT) support.
Required Skills and Qualifications :
Bachelor's degree in IT, Business Management, or a related field.
Proven experience in IT service management, business relationship management, or a similar role.
Strong understanding of ITIL principles and experience using IT service management tools like ServiceNow.
Excellent communication and stakeholder management skills with a proactive and business-focused mindset.
Experience in managing local IT vendors and suppliers, including contract and performance management.
Strong Team Leadership and Management skills
Portfolio and Project Management
Conflict management across internal stakeholders and external partners
Languages : English (must have) and Spanish (should have).
What's next
If this position sounds interesting, please hit the apply button now!
LI-HYBRID
We understand your resume might not be up to date and recommend that you apply with what you have or your LinkedIn Profile. Flora Food Group is dedicated to building an inclusive and diverse workplace, we understand that you might not meet all the requirements stated in the description, but we encourage you to apply anyway. You might be the right candidate for this role or other roles.
Flora Food Group is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, experience, and knowledge. We ensure job advertisements are free from unintentional bias.
No personal characteristics should be a barrier to joining Flora Food Group. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics.
