Regional IT Manager

Overview:
**Regional IT Manager - LATAM**

**Role Status: Permanent Staff Role**

**Location: San Juna Del Rio, Mexico**

**MORGAN ADVANCED MATERIALS**

Morgan Advanced Materials is a world leader in the development and production of advanced materials. We produce a wide range of specialist, high specification materials that have extraordinary attributes and properties. Despite the complexity of our technologies, our focus is simple - we supply innovative, differentiated products made from advanced materials that enable our customers’ products to perform more efficiently, more reliably and for longer.

**OVERVIEW & SCOPE OF ROLE**:
Morgan IT is committed to provide fit-for-purpose, always-updated IT services that maximize our workforce’s potential and contribute to business growth. The OneIT team is executing a comprehensive strategic roadmap to modernize and globalize our IT estate, optimizing IT performance and the business value derived from IT.

This pivotal role is responsible for overseeing IT operations, services, and key developments across LATAM. The IT Regional Manager ensures alignment with global IT standards while addressing regional business needs and driving digital transformation efforts. The position requires close collaboration with Site Leadership, providing proactive IT support, and acting as the primary liaison between regional IT resources, global IT functions, and site operations. The role plays a critical part in delivering secure, scalable, and efficient IT solutions that align with business objectives, ensuring seamless IT service integration across the region.

**Responsibilities**:
**ESSENTIAL DUTIES & REPONSIBILITIES**:
**Service Delivery Management**
- Manage service performance against SLAs and budgets, identifying corrective actions as needed.
- Oversee the end-to-end service delivery of regional and local IT services, while supporting global and other regional services.
- Analyze customer feedback and operational reporting to identify areas for service improvement, including addressing knowledge gaps and process inefficiencies.
- Assist IT leadership in presenting service delivery performance to the business.
- Manage hardware lifecycle in line with global standards and policies.
- Ensure the asset register and CMDB are current and accurate across all sites.
- Oversee Service Introduction and Operational Readiness for new services.

**Customer and Business Relationship Management**
- Foster strong relationships with site leadership and key users within the region regarding IT service delivery.
- Collaborate with the Global Service Delivery model to continually enhance site support.

**Regional IT Team Management**
- Manage site support and local IT staff within the region.
- Develop team capabilities to meet evolving service demands.
- Promote a culture of innovation, agility, and collaboration within the regional IT team and across global IT services.

**Continuous Improvement and Modernization**
- Ensure operational processes are efficient and cost-effective.
- Support modernization programs as part of the Evergreen IT Strategy.
- Identify and execute opportunities for shift-left and shift-out initiatives.
- Promote self-service solutions to enhance support effectiveness and efficiency.

**Global Delivery and Collaboration**
- Build strong partnerships with IT delivery teams to ensure successful End-to-End service delivery.
- Maintain effective technical escalation routes and manage functional escalations for assigned service areas.
- Communicate service improvements and emerging requirements from customers to the broader organization.

**Cybersecurity & Compliance**
- Ensure adherence to global IT security policies, data protection regulations, and industry standards.
- Collaborate with the regional security team to implement cybersecurity initiatives.
- Strengthen IT governance, risk management, and regulatory compliance across regional sites.

Qualifications:
**EXPERIENCE & BACKGROUND**

**Qualifications**:

- Bachelor’s degree in IT, Business, or a related field. A master’s degree or relevant certifications (e.g., ITIL Expert, PMP) is preferred.

**Experience**:

- 5+ years of experience in IT service delivery, IT management, or a related field.
- Proven track record of managing service operations and leading teams.
- Expertise in service management frameworks (e.g., ITIL).
- Fluency in Spanish & English (with Portuguese being a value add)

**Competencies**:

- Strong understanding of IT service management principles and best practices.
- Proven ability to manage service delivery teams and processes.
- Excellent leadership skills, with the ability to motivate and guide team members.
- Strong problem-solving and conflict resolution abilities.
- Experience in digital transformation, Industry 4.0, or IoT initiatives is advantageous.
- Quality assurance and continuous improvement mindset.
- Vendor and contract management experience with third-party service providers.
- Str