REGIONAL IS OPERATIONS LEADER - R&D AMERICAS

REGIONAL IS OPERATIONS LEADER - R&D AMERICAS

Reporting directly to the Regional IS operations Manager APAC and functionally to the Global IS Operations Manager - R&D, the Regional IS Operations Leader Americas will oversee the IS operation service delivery for his region and communicate regularly in relevant regional instances, especially to deploy Group IS/IT policies, standards, and procedure level to R&D stakeholders.

He/she will act as the ISR&D operationsrepresentativefor his region in IS operation R&Dcommittees. For local applications support, he/she will ensure smooth coordination between Global IS Product Operations, Central ServicesTeams, and AMER regional teams to maintain business continuity, identify risks, bottlenecks, and improvement opportunities in operational processes of his region.

Main activities

Preventive maintenance/ Continuousimprovement

• Analyse user survey for his region, identify improvement action, drive some of them
• Analyse usage monitoring of licenses in his region and propose some actions plan to minimize license denials, including but not limited to communication of best practice for usage, change in license mix, purchase of new license
• Critical incident management: mobilize and lead task force until resolution of major IS incidents in his time zone in a timely manner, with appropriate escalation. Communicate status regularly to users and R&D / D&IS management. Create Major Breakdown reports after resolution with lesson learnt and action plan to avoid same incident again and/or increase resolution time
• Non-critical incidents/ service requests: manage some non-critical incidents/service requests directly, as exception in case of peak.
• Continuous improvement: provide monthly analysis of incident and service request service performance in his region, and propose some improvement actions, aligned with AMS partners.

Standard Change Management

Regional changes: manage urgent standard changes for the region, ensuring risk assessment, coordination, and timely execution, following governance and standards.

All changes: validate operational readiness for his region before change implementation, account for appropriate communication to impacted users and their management.

Track and report regional change performance, propose some improvement actions / drive some of them

Localprojects : Ensure regional projects and evolutions handovers are executed following the Build-to-Run framework, propose changes to R&D IS CAB (Change Advisory Boards)

Globalprojects : support local testing (eg performance testing), acceptance, and onboarding new services into operations, represent his region in R&D IS CABs*

Required profile and experience

Bachelor’s or master’s degree in information systems, Computer Science, or equivalent

ITIL V3 or 4 certification (Service Operations or Service Management) preferred.

• Project Management or Service Delivery Management certification (e.g., PMP, PRINCE2) is an advantage.
• At least 6–8 years of IT Operations experience, including 3 years in service delivery management.
• Proven experience managing SLAs and KPIs in a regional or global IS service context.
• Demonstrated success in coordinating Build-to-Run transitions and operational readiness

As a responsible company, OPmobility pays particular attention to diversity and equality within its teams and the Group commits to treat all job applications equally.