Technical Lead - IT OPERATIONS - SPM & CSCM

The IT Operations Technical Lead for Sales Product Management and Commodity Supply Chain management oversees the service management team, ensuring efficient service delivery and operational excellence.

Requirements

• Supervise and mentor IT operations staff
• Manage incidents, problems and change management processes
• Develop and execute service and operational strategies
• Identify opportunities for process improvements and service enhancements
• Act as liaison to IT operations teams and managed services
• Collaborate across all IT disciplines for problem resolution
• Prepare reports to assess service delivery effectiveness
• Establish key performance indicators (KPIs) to optimize resource allocation
• Collaborate with leadership to define the operational roadmap and establish priorities
• Leads event correlation and root cause analysis efforts
• Identify and implement new technologies, tools, and processes to enhance efficiency and service delivery
• Monitor daily operations to ensure adherence to company standards, policies and procedures as well as industry regulations
• Manage SLAs and ensures timely and accurate ticket resolution in tools like ServiceNow
• Manage budgets, forecasts, and financial performance within the service and operations domains
• Talent Management: Hire, attract, and retain talent for the operations organization
• Team Alignment: Build team alignment, ensuring the team has a clear understanding of the business's global priorities
• Performance Management: Support business and IT managers in managing the overall operations of the platform
• Prioritization and Capacity Allocation: Ensure prioritization and capacity allocation are done to deliver on the objectives
• Technical Support and Mentoring: Provide technical support and mentoring to junior staff
• Performance and Development: Manage the performance and development of technical team members