associate manager, infrastructure & ops (regional operations Management)SC Johnson

As the Associate Manager, Infrastructure & Ops (Regional Operations Management (ROM), this role is a critical component of IT's Global Service Delivery and Operations team. SC Johnson's IT organization, Business Process and Technology (BPT), which is comprised of several teams, including Applications, Information Management, Infrastructure, Information Security, Business Relationship Management, Governance & Operations, that work together to deliver and sustain business enabling technologies. Working with other ROMs, IT Service Delivery Teams and Strategic Partners globally, this role will focus on the customer experience and building/maintaining key business relationships while providing an interface and escalation point for resolving operational IT needs across all areas of the business. Engagement in the IT Service Management lifecycle (including but not limited to service design, transition and operations) will help ensure IT Services are delivered efficiently and effectively for keeping the business running
The internal position title is Associate Manager, Infrastructure & Ops
Essential Duties and Responsibilities:
Act as a key contact for business leads over regional IT operations activities to deliver end to end IT services to business partners
Coordinate with Service Delivery teams to ensure incidents are resolved in a timely and effective manner, delivering the highest customer satisfaction
Facilitate proper education and escalation between customers and BPT
In partnership with Service Delivery Teams, Strategic Partners, the PMO, and Organizational Change Management, orchestrate the delivery of regional Infrastructure Services and Projects that meet business requirements
Communicate with key business leaders on upcoming projects, events, and manage issues encountered for all sites within region
Drive operational excellence, IT best practice, process compliance and a continuous improvement mindset across the BPT organization
Foster a work culture focused on service excellence, customer experience, and cost-effective service delivery
Collaborate with Local Technical Support and key business contacts to coordinate local data center/closet, network, server and power outage initiatives
Partner with other BPT groups including BRMs to ensure customer requirements are being met.
In partnership with Business Leads, this role is a key member of Change Review Board (i.e., CAB) and Emergency CAB (ECAB) in reviewing, coordinating and approving changes that affect the business
Required Skills / Experience / Competencies:
Bachelor's Degree required in Computer Science, MIS, Business or related degree
Minimum 5 years of experience in information technology and/or business/industry work experience and customer facing role (ITIL experience with ITIL v4 Certifications is a plus)
Minimum 3 years of global project management experience
Experience working with managed service vendors, operating with a geographically diverse global team and collaborate across organizations to optimize outcomes
Job Requirements:
Permanent - full time job
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SC Johnson

Makati City, Metro Manila
Permanent
Full-time