About the Role

The Service Delivery Manager is the leader of the local End-Users Services IT team in her/his location(s), providing guiding, counselling, and coaching according to all the team members, assuring they are being supported and engaged to the company and department objectives. End-User Services is a stream from Digital Workplace program, and consists on IT Support Services, End-points Management, and Collaboration Services Management. The area is currently using Microsoft 365, Zoom, ServiceNow and PagerDuty as core platforms to provide a world-class service to the ABInBev employees. Its KPIs includes employee engagement, customer satisfaction, security compliance, employee experience, among others.

The job holder is required to build case competency across multiple technical areas, mostly workplace (Windows, Virtual Desktop, peripheral technologies), within our application landscape, as well as other core IT areas, such as network, voice, video, collaboration and printing. This is to enable and deliver a competent, fast and useful assistance to internal customers, either resolving the case or being able to advise how to solve the case.

The job holder is also an active point of contact for internal customers seeking for consultancy about any IT demand, being part of the escalation path for all the IT Services in place for the her/his scope. Leads critical incidents troubleshooting and resolution activities by engaging the technical teams and keeping business and internal customers communicated about the progress of the resolution.

Additional responsibilities include asset mgmt., configuration mgmt., knowledge mgmt., tracking of the on-going improvement plans, support projects transition into services, vendor mgmt. and service reporting.

Will be required to attend and collaborate with the strategic planning sessions for the Digital Workplace program by bringing end-user expectations and requirements. Will lead improvement, standardization, simplification, and optimization of the IT End-Users operations from technology, process, and financials aspects.

Deliverables and Tasks

  • Contribute to solution designs which result in solution robustness, reliability, sustainability & feasibility
  • Manage product backlog, based on business priorities, KPIs and stakeholders needs
  • Propose for new innovative opportunities
  • Set-up routines to monitor & track the compliance of delivery with standard methodology, ensuring delivery occurs in uniform way with the right speed and quality
  • Align & liaise with global counterparts to ensure solutions are deployed in most standard way
  • Organize functional & technical design sessions to improve the internal knowledge of the teams
  • Responsible for on-time delivery of IT related tasks including activities of internal and external IT suppliers

Profile

  • Minimum of 5 years of prior experience as IT Manager
  • Experience with business/solution analysis
  • Good communication & stakeholder management skills
  • IT implementation expertise
  • Project management experience, understanding of scrum methodology and DevOps framework will be a big plus
  • Knowledge on ITIL standards and methods, ITIL certification is a plus

Skills

  • Great sense of urgency and pro-active behavior
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Ownership and result oriented, comprehensive reporting skill expected
  • Work independently, self-management capability
  • Exceptional team player
  • Native/great spoken and written English

About Us

At the heart of our dynamic global growth is a simple belief: nothing should come between incredibly talented people and an accelerated career.

That’s why we dream big. Why we look to the future, not the past. Why we value talent over title. And why we hire people that can be better than ourselves.

At AB InBev you’ll join a driven team that shares your desire to grow, your courage to challenge and commitment to act. In return, we will reward your achievements.

We look for people who see challenges as opportunities and set goals bigger than themselves and deliver on them. With us you will grow at the pace of your talent and together, we will build a stronger, better company for decades to come. 

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