RemoteStar is looking to hire anIT Support Manager (CPG, E-Comm, Retail, FMCG domain with B2B Commerce Solution )on behalf of our client in Spain.
Location: Hybrid working with offices either in Madrid/Barcelona
Travel Requirements: This position is expected to travel approximately 50% of the time.
Client Details:
Leading SaaS tech company, specialising in mobile-supported business process automation with a significant presence in the USA, Mexico, the UK, and Greece. Their global footprint is expanding, with projects in over 27 countries and a user base exceeding 100,000. They are expanding their business in Spain.
Responsibilities:
* Lead the implementation and management of an European Customer Support Centre offering support to over 25 countries.
* Oversee the delivery of N2 and N3 IT Support, including incident logging, follow-ups, and closures.
* Assembly, governance, and management of a team working with highly customised and complex B2B software applications, including intricate integrations
* Handle the escalation of incidents related to non-user end issues.
* Manage and monitor network, server, application, CRM and related issues.
* Generate reports on pending tickets at the end of each day.
* Foster a culture of extreme ownership within the team.
* Ensure compliance with hours tracking, issue resolution status, and resource ownership.
* Track resource utilisation against allocation and budget, including project timesheet approvals.
* Handle daily operations, implementations, and hypercare, assisting with project planning, tracking, documentation, and status updates.
* Facilitate the creation and review of functional and technical design documents for complex projects.
* Facilitate end-to-end implementation planning, including project management, issue management, communication, and change management.
* Lead the generation of Root Cause Analyses (RCAs) and maintain proactive communication and action, including the detection of potential issues that may impact operations.
* Effectively manage large service desks or multiple small to medium-sized service desks.
* Exhibit strong project leadership skills, along with a solid understanding of business operations and advanced analytical capabilities.
* Establish and maintain trusted advisor relationships with client project stakeholders.
* Conduct daily review sessions with the team and manage weekly trackers.
* Manage service desk emails and oversee service desk plans, ensuring progress and adjusting schedules as needed.
Qualifications & Skills:
* Bachelor's degree in Information Technology, or equivalent experience ,ideally from Data Engineering background
* 10 + years of experience in Sustain/Maintenance/Support Management.
* Exceptional interpersonal skills, with strong written and verbal communication abilities.
* Relevant experience with CPG or FMCG or Retail or B2B Commerce domain is mandatory
* Experience with sustain in CPG companies is preferred, with experience in CRM implementation, Commerce (digital and physical store), POS, and omni-implementation considered a plus.
* Excellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions.
* Strong stress management skills to handle customer pressure and problem resolutions.
* Familiarity with business processes and the impact of our solutions and services.
* Ability to liaise with users to ensure satisfactory handling of requests or problem reports.
* Proven experience in managing customer-specific Development Operations and Managed Services projects.
* Solid project leadership skills, with direct responsibility for managing project teams, budget, and schedule.
* Strong negotiation, conflict management, and leadership skills.
* Proficiency in managing teams of up to 10+ people.
* Ability to produce project plans and estimates, balancing business and team requirements.
* Experience in managing and communicating with remote developers during non-traditional business hours.
* Ability to thrive in a fast-paced, high-energy, team-oriented environment.
* Proficiency in multitasking and performing effectively under pressure.
* Language proficiency: Brazilian Portuguese (Preferred), English (Fluency), Spanish (Fluency)
* Preferred ITIL Certification and Agile Methodology Certification.
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