Service Desk Manager

hace 2 meses

Granada, México Toshiba Global Commerce Solutions, Inc. A tiempo completo

**The company**

Toshiba is a provider of technology services for retail businesses to create high-quality digital platforms and products that accelerate time to market. Our diverse and adaptable teams provide the right mix of solutions and methodologies to deliver results as we collaborate with our clients' teams to foster innovation through continuous learning.

**Our people**

At Toshiba, all team members are empowered to take responsibility and develop innovative solutions to our customers' most challenging problems. To retain and develop top talent, we foster a work environment that celebrates creativity, encourages skill development, and enables multidisciplinary collaboration.

**What you will bring to the team**

The service desk manager Leader & Project Manager for the Services Team will plan, schedule, monitor, evaluate and drive call center / service desk project, ensuring they meet established time, SLAs, SLO, Procedures, Cost, Tools of Call & Incident management. The Service Desk & Project Manager develops and manages the project´s change control procedures and effectively utilizes all available methodologies and tools, culminating in client acceptance of results.

**Your typical day as a Toshiba Service Desk Manager will involve**:

- Leads a delivery team (internal and External) for multiple complex small or medium Service Desk & Call Center projects, or a complex segment of a larger project, requiring a broad scope of domain and discipline knowledge. Develops and manages project plan and resources. Manages task assignments and conducts team meetings. Communicates project status internally and with customer and conducts status meetings. Produces project documentation. Vendors control and negotiation. Monitors and controls project and manage day-to-day activities. Identify issues and tracks to resolution. Manages Change Control. Manages cost/schedule/resource variances.
- Frequent Customer Interaction. Interfaces with internal and external teams to ensure alignment of deliverables. Ensures client expectations are met/exceeded.
- People management and mentors juniors on domain and project management concepts & helps direct their tasks. Actively contributes to knowledge-sharing sessions.
- Builds complex project plans independently or with mínimal guidance from senior project managers.
- Interfaces with team leadership and external teams as appropriate to complete tasks

**Naturally To be successful in this role, you must have and know of**
- Bachelor’s degree with 4+ years of related experience, or equivalent combination.
- 4+ years of Service Desk & Project Management experience, with 3 years’ experience in retail industry, particularly store operations.
- Ability to work within a project team environment where results will be based on cooperation with and/or influence of others
- MS Project experience
- Strong written and oral communication skills
- Strong sense of urgency and driving issues to closure, with a focus on successful results.
- Strong Experience driving Call & Incident´s Tools. More than 5 years
- Strong Experience on Call & Incident Management. More than 5 years
- Strong Experience on Process and procedures of Call & Incident Management
- Strong Experience on managing SLAs, SLOs, KPIs & OKRs
- Meets deadlines and produces high quality work
- Ability to multitask and prioritize assignments
- Strong relationship building skills
- Experience gathering and documenting functional requirements
- Customer facing experience
- Services background
- Strong interpersonal skills are critical in this customer-facing role
- PMP Certification or demonstrated plan to achieve
- Strong vendor negotiation.
- Fluent English
- Focus in customer service
- Extensive knowledge of IT best practices
- Focus on customer satisfaction

**We offer**:

- Career plan and real growth opportunities
- Constant training, tutoring, online corporate courses, eLearning and more
- Pleasant work environment (game room, nap area, amenities and more).
- Flexible work hours and dress code
- Hired directly by Toshiba and 100% under payroll.
- Benefits of the law (IMSS, INFONAVIT, December day voucher, vacation voucher)
- Major and Minor medical expenses insurance: Life, major medical expenses with dental and visual coverage. (For the employee and direct family members)
- Savings fund for employees, capped at the limit of the law
- Grocery coupons
- 12 days of vacation plus 6 floating days
- Relocation bonus

**EEO**:
Toshiba Global Commerce Solutions is an equal employment employer and is committed to providing employment opportunities.

**DIVERSITY, EQUITY & INCLUSION**:
We at Toshiba Global Commerce Solutions firmly believe that our people are integral to our customer’s success. Furthermore, we're committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement, and Culture of Transparency

  • General Manager, Mexico

    hace 3 semanas

    Granada, México BMG Rights Management (US) LLC A tiempo completo

    **Come As You Are.** As the great Kurt Cobain* once said, “Come as you are.” BMG is committed to providing equal employment opportunities and we celebrate diversity in all forms. Equal opportunity runs deep in our core value of fairness and we are determined to create a truly inclusive work environment, where everyone can flourish. If you’re good at...

  • Commercial Finance Manager

    hace 2 meses

    Granada, México GroupM A tiempo completo

    **Commercial **Manager** *** **DESCRIPTION** **About GroupM**: GroupM is the world’s leading media investment company responsible for more than $63B in annual media investment through agencies Mindshare, EssenceMediaCom, Wavemaker, and m/SIX, as well as the outcomes-driven programmatic audience company, Xaxis. GroupM’s portfolio includes Data &...

  • Foreign Trade Manager

    hace 6 días

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **Experiência de 4 años en adelante**: - En supply chain. - Procesos de planeación del abastecimiento y demanda (deseable) - Procesos de manejo de proyectos - Experiência en servicio al cliente (importadores son clientes) - Inglés Avanzado (el 100% del proceso se llevará en este idioma) **KPI´s de la Posición**: - Intermarket stock service level -...

  • Regional Manager Mse Technology

    hace 2 semanas

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Regional Manager Mse Technology

    hace 1 mes

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Is/it Operations Manager Senior

    hace 2 meses

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Regional IT Program Manager

    hace 1 semana

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Sr Manager IT Product/platform

    hace 3 días

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **Position Snapshot** - Location: Mexico City - Type of Work: Hybrid - Work Language: Fluent Business English **The role**: As a Senior Manager for Products and Platforms on the Regional Marketing, Sales, and eCommerce (MSE) team you will be responsible for supporting our North American Operating Companies with their Marketing Technology solutions within...

  • Incident Management Analyst

    hace 2 meses

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Incident Management Analyst

    hace 19 horas

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Analytics Senior Specialist

    hace 2 meses

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT at Nestlé** We are a diverse team of IT professionals in the biggest health, nutrition, and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers and employees. We collaborate with our business partners around the world to...

  • IT New Technologies Manager

    hace 1 semana

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Senior, SAP Basis System Administrator

    hace 2 semanas

    Granada, México Warner Bros. Discovery A tiempo completo

    **_Every great story has a new beginning, and yours starts here._** **_ Welcome to Warner Bros. Discoverythe stuff dreams are made of._** **Who We Are ** When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of...

  • Chief Growth Officer

    hace 2 semanas

    Granada, México Colegio Lakeside - Miguel Hidalgo, CDMX A tiempo completo

    International School in Mexico City is looking to hire a Chief Growth Office to help it achieve its enrollment targets. About the School: We are a bilingual international school founded in 2018 and located in one of the best areas of Mexico City. Currently close to 40% of our enrolled students are international and we are looking for a Chief Growth...

  • Chief Growth Officer

    hace 2 meses

    Granada, México Colegio Lakeside - Miguel Hidalgo, CDMX A tiempo completo

    International School in Mexico City is looking to hire a Chief Growth Office to help it achieve its enrollment targets. About the School: We are a bilingual international school founded in 2018 and located in one of the best areas of Mexico City. Currently close to 40% of our enrolled students are international and we are looking for a Chief Growth...

  • Business Analyst Senior IT Marketing and Sales

    hace 2 meses

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Business Analyst Senior IT Marketing and Sales

    hace 19 horas

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Is/it Technology Specialist

    hace 2 meses

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **About IT in Nestlé** We are a team of IT professionals from many countries and diverse backgrounds, each with unique missions and challenges in the biggest health, nutrition and wellness company of the world. We innovate every day through forward-looking technologies to create opportunities for Nestlé’s digital challenges with our consumers, customers...

  • Sr Specialist IT Program Management

    hace 2 meses

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    **IT HUB NA - SR SPECIALIST IT PROGRAM MANAGMENT** **We are looking for Sr Specialist IT Program Managment to be part of our IBS Program Management team.** **Position Snapshot** - Location: Mexico City - IBS Program Management - Type of work: Hybrid - Work Language: Fluent Business English **The role** - The Sr Specialist must proactively manage...

  • Expert Applications Development

    hace 1 mes

    Granada, México Nestle Operational Services Worldwide SA A tiempo completo

    FG: G Site: Mexico City Stream: Finance HUB: North America **Main Purpose**: Key Outputs: Provides deep specialist guidance and support in their specific specialties. - Supports the integration of solutions with various technologies - Supports and influences the technical activity (design, build, testing) in significant or complex innovation initiatives,...