Service Desk and Project Manager, Toshiba Global Commerce Solutions

hace 3 semanas

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

About the Role:

The Toshiba Global Commerce Solutions Service Desk and Project Manager is a key member of our team, responsible for leading delivery teams and managing complex projects.

Key Responsibilities:

  • Plan, schedule, monitor, evaluate, and drive call center/service desk projects to meet established time, SLAs, SLOs, procedures, cost, and tools of call and incident management.
  • Develop and manage project change control procedures and effectively utilize all available methodologies and tools.
  • 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.
  • Develops and manages project plans and resources, manages task assignments, and conducts team meetings.
  • Communicates project status internally and with customers and conducts status meetings.
  • Produces project documentation, vendors control and negotiation, monitors and controls project, and manages day-to-day activities.
  • Identifies issues and tracks to resolution, manages Change Control, and manages cost/schedule/resource variances.
  • Frequent customer interaction, interfaces with internal and external teams to ensure alignment of deliverables, and ensures client expectations are met/exceeded.
  • People management and mentors juniors on domain and project management concepts and helps direct their tasks.
  • Actively contributes to knowledge-sharing sessions.
  • Builts complex project plans independently or with minimal guidance from senior project managers.
  • Interfaces with team leadership and external teams as appropriate to complete tasks.

Requirements:

  • 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 tools.
  • Strong experience on Call & Incident Management.
  • 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.
  • 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). We're passionate

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