IT Digital Workplace Manager

hace 3 semanas

Xico, México Philip Morris International A tiempo completo
  • Role Summary
  • As a Manager of IT Digital Workplace, you will be responsible for managing the local IT end-user support in selected PMI locations. This includes ensuring timely and accurate IT end-user support following our Service Level Agreements (SLAs) and continuously improving the local IT support performance.
  • You will engage with local IT and business stakeholders to provide guidance on utilizing the T&PE service and product portfolio, promote collaboration and productivity tools, collect feedback for product and service improvements, and manage relationships with IT support and infrastructure vendors.
  • Additionally, you will manage the local budget and local contracts for IT services and ensure that we get the best value for our investment.
  • You will collaborate closely with IT Product Owners, Service Managers, and other internal stakeholders to ensure regular service feedback loops and that our employees have the tools and resources they need to be productive.
  • As a Manager of IT Digital Workplace, you will lead local IT projects and contribute to global IT projects to ensure excellent local T&PE project delivery following our global standards.
  • You will execute local IT change management following ITIL and PMI standards, manage local escalations, and communicate outages effectively.

Requirements

  • Fluency in spoken and written English and Spanish
  • Bachelor's degree in information technology, computer science, or a related field
  • 5-10 years of experience in IT support, including experience managing IT support teams
  • Deep knowledge in IT Service Management (ITIL)
  • Experience with end-user and network equipment, and expertise in asset management is a plus
  • Experience working in/with IT Product and Service Teams
  • Experience in project management (both Waterfall and Agile)
  • Strong vendor management skills, including experience negotiating contracts and managing service level agreements
  • Strong customer focus and consumer-centric mindset
  • Able to handle multiple tasks simultaneously in a dynamic environment
  • Team player
  • Curious and able to learn on the fly

About Us

At PMI IT, we believe success is fueled by our employees, and we depend on them coming to work every single day with a sense of purpose and an appetite for challenge. We are a people-first organization committed to empowering you to take risks, grow, and explore. Here's what sets us apart:

  • We're redefining the big picture of well-being and personal development.
  • We seek the best professionals but recognize them as parents, caregivers, family, and community members.
  • We look after each other and care for our people, so wherever you join us around the world, we're committed to providing the type of benefits only a company like PMI can offer.
  • We invest significantly in developing our people, from mentoring to technical certifications, stretch roles, soft skills development, and executive education.
  • At PMI IT, we believe diversity and inclusiveness are essential to every industry. We're proud that our culture is built upon strong corporate values, a foundation of respect and belonging, and a commitment to diversity and inclusion that welcomes a variety of skill sets, backgrounds, and perspectives.

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