Costa Rica It Resource Center Manager
hace 3 días
**RESPONSIBILITIES**
**Resource Center Manager**:
- **Functional Management **- build strong relationships with each of the functional managers and develop a collaboration cadence to ensure alignment of priorities.
Where applicable, ensure the teams have the resources, tools, processes, discipline, and capacity necessary to execute upon the agreed projects, priorities, and SLAs.
Drive best in class system availability, issue resolution, and a continuous improvement mindset that fosters SLA improvement, cost leverage, innovation, speed, and flexibility.
Assist Functional Managers with creation of orientation/startup plans, including 1, 2, and 3-month goals; monitor the achievement of the orientation plan and ensure closure to the probationary period and establishment of performance objectives.
Drive and participate in the Performance Evaluation process ensuring objectives are defined and rated accordingly.
- **SLA Compliance **- drive strong processes and discipline across the teams.
Ensure that we work issues with pride, integrity, and a send of urgency.
Work closely with the Service Desk, Emerson Operations Center, and Emerson PMO to ensure accurate and consistent metrics reporting and review.
Utilize our metrics to drive positive behavior.
Instill accountability in our teams and demonstrate willingness and ability to learn from our mistakes.
Promote cross team collaboration on issues.
- **Strategic Direction **- work hand in hand with the Corporate IT VP of Human Resources as well as with other Corporate IT Functional Leaders.
- **Efficient Operating Processes **- work cross functionally to ensure that the processes we utilize are efficient and effective.
Work to support the process improvement activities championed and prioritized by the Corporate IT Leadership team.
- **Change and Problem Management Compliance **- support and enforce strict change control processes.
Help define and refine the way we manage problems in Corporate IT.
- **Customer Satisfaction **- instill a customer service mentality into the teams.
Promote a collaborative transparent working environment.
Set clear expectations with customers, employees and sister organizations and then meet those expectations.
- **Organizational leadership **- ensure goals are set, measured and communicated through the formal performance appraisal process and through informal updates in one on one and team meetings.
Drive a well-conceived training program that promotes upward mobility for employees, while simultaneously reducing or eliminating single points of failure (with respect to resource knowledge) for Emerson.
Represent the IT function in the local Management team.
Prepare and lead local and regional communications meetings to pass down local and global communications and guarantee the required information is distributed and acknowledged by the employees.
Participate and represent IT Function in different forums and audiences.
- **Functional Liaison**:
- responsibility will comprise on focus on organizational effectiveness, operational efficiency and cross site synergies of practices and processes associated with meeting the strategic and organizational goals of Corporate IT.
Work to project plan, track effectiveness and implementation of programs and policies as applicable; elevating and enhancing collaboration across Corporate IT Global Resource Centers
- **Informal Leadership **- the Resource Center Manager is expected to be a positive force for the entire Corporate IT organization.
Leading in a cooperative, collaborative fashion that brings the best out in our teams.
- **Project Management**:
- Review project plans to ensure all critical aspects have been addressed appropriately including identifying tasks, estimating effort, allocating resources, obtaining executive sponsorship, and managing risk.
Participate in and help track, coordinate and plan program meetings, steering committees, and various team meetings.
- **Engagement and Retention **- Design and participate in the local engagement and retention activities by creating plans in alignment with local policies and procedures.
- **HR Business Partner**
- Establish and maintain relationships with managers to stay abreast of current and future employee challenges
- Interprets policies and practices for the Corporate Information Technology department management to ensure consistency with local practices and policies of the various locations
- Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks and ensuring regulatory compliance.
Partners with the legal department as needed/required and highly engages with local HR in the various regions
- Partner with Local HR to address employee relations issues in a professional and timely manner.
Work as effective liaison for employee relations situations with management, including development of performance improvement plans and terminations
- Coordinate the Employee Opinion Survey inc
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