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LAC Service Delivery Manager

Location: Mexico City, Distrito Federal, Mexico

Company: Marsh

Job ID R_067327-en

General Summary

The Service Delivery Lead is responsible for GSD in LATAM & Caribbean (11 Counttries) and Global Application Service Centers operated from the Region.. Responsible for the day to day ‘service delivery’ and application / shared infrastructure maintenance and support.  Management of all regional applications and GSD colleagues. Manage and cultivate partner and business relationships, work collaboratively with the Regional IT Director (dotted line reporting) and CTB Project teams to ensure Optimal Delivery of projects.

They are responsible for ensuring operational stability of the applications.

They are responsible for 100% compliance to the Global Operational standards and SLA delivery.

The qualified candidate should have strong leadership, communication, analytical, technical and leadership skills

The incumbent must have an understanding of project management principles, systems integration, and testing / deployment and Service Centre Support principles, they are also responsible for the application knowledge management between internal GSD colleagues and onshore/offshore resources/vendors

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Essential Functions

Lead the strategic direction and planning for GSD in the Region Responsible for overseeing the designing of creative and scalable software / Support solutions that address business/technical needs or challenges. Act as manager and lead for on-shore and offshore support resources. Take responsibility for all support and enhancement issues on each application correctly ensuring support processes are adhered too and where necessary make changes to evolve with a changing environment Proactively seeks to identify and remedy any operational or process gap, strives to achieve zero high audit findings. Work with other regional GSD leads to ensure global standards are created / updated / applied for software installation / configuration / Support to drive global economies of scale and standards. Addresses issues and risks with appropriate mitigating actions.  Reviews and validates project status through the complete lifecycle. Work closely with strategic outsource vendors (offshore) and Global Sourcing and Procurement to optimize service delivery and reduce resource costs. Innovate (process improvement / automation) to optimize Marsh IT infrastructure and Support Service Centre to continuously optimize and create efficiencies.  Create and Drive a culture of continuous improvements. Ensure appropriate Change / Incident / Problem management processes are implemented / followed. Ensures a documented root cause analysis on all in-scope incidents and recommend a corrective action plan. Ensures timely resolution of all production issues, meeting or exceeding SLAs. Ensures that all documentation has been updated and that SOX / audit compliance requirements are addressed Monitor and report on SLAs and services delivered by 3rd parties and where necessary initiate service improvements that will increase the business value while continually looking for ways to improve the support service provided by suppliers Lead GSD colleagues in managing HPPM, time booking, allocations and accruals. Annual setting and quarterly review of balanced scorecards for all direct reports. Take ownership of the regional BAU budget ensuring costs are correctly managed and forecast, drive continuous savings to generate more CTB spend. Produce monthly ‘production deck’ reporting on CA statistics and giving senior management an overview of all production activities, risks and issues. Builds, drives, and manages relationships with our senior internal business leaders. Excellent leadership and communication skills with the ability to communicate technical issues at all levels including to a non technical audience. Highly motivated and committed to delivering measurable results Professionalism in undertaking tasks in a planned, organized and structured manner

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