Emerson IT Resource Center Manager

hace 1 día


San José, San José, Costa Rica Emerson A tiempo completo
Job Description

About the Role:

We are seeking a highly skilled and experienced IT Resource Center Manager to lead our team in Costa Rica. As a key member of our Corporate IT organization, you will be responsible for driving operational excellence, ensuring smooth day-to-day operations, and fostering a collaborative environment.

Key Responsibilities:

  • Develop and maintain strong relationships with functional managers to ensure alignment of priorities and effective resource allocation.
  • Drive best-in-class system availability, issue resolution, and continuous improvement initiatives to foster SLA improvement, cost leverage, innovation, speed, and flexibility.
  • Assist functional managers in creating orientation and startup plans, including 1, 2, and 3-month goals, and monitor their achievement to ensure closure and establishment of performance objectives.
  • Participate in and drive the Performance Evaluation process, ensuring objectives are defined and rated accordingly.
  • Ensure SLA compliance by driving strong processes and discipline across teams.
  • Work closely with the Service Desk, Emerson Operations Center, and Emerson PMO to ensure accurate and consistent metrics reporting and review.
  • Instill accountability in teams and demonstrate a willingness and ability to learn from mistakes.
  • Promote cross-team collaboration on issues.
  • Support and enforce strict change control processes.
  • Help define and refine problem management processes.
  • Instill a customer service mentality into teams.
  • Promote a collaborative and transparent working environment.
  • Set clear expectations with customers, employees, and sister organizations and meet those expectations.

About You:

To succeed in this role, you should have:

  • Excellent leadership and interpersonal skills.
  • A proven track record of driving operational excellence and improving processes.
  • Strong analytical and problem-solving skills.
  • Experience working with cross-functional teams and stakeholders.
  • Ability to communicate effectively and build strong relationships.

What We Offer:

In return for your expertise and dedication, we offer a competitive compensation package, opportunities for growth and development, and a dynamic work environment that values collaboration and innovation.



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