The Integration Unit is a key part of the Application Integration & Middleware team within IT Operations in our Global Infrastructure & Solutions organisation.
The purpose of this team is to provide global technical operational support, administration and maintenance for integration components infrastructure and therefore has members distributed in different locations.
The Unit Lead will be based in Costa Rica and will manage team members at that location and others, like Madrid.
This unit is responsible for both the day-to-day operational support, ensuring that the services provided meet operational targets as defined in OLAs, giving support for the infrastructure components in order to achieve high availability and performance, as well as leading and driving improvements and enhancements in the infrastructure and the technologies supported.
The team’s mission is to provide optimum support for core services, driven by a philosophy to innovate and maintain high levels of Customer Service.
This position requires both flexibility and a strong willingness to accept and lead change in a dynamic and evolving global delivery environment.
A dedicated people manager role has proved to be crucial in managing and supporting operations along with tactical and strategic initiatives.
Who you are
You have 5+ years management experience in multinational environments with proven track record of running high performing teams, including virtual ones.
You have experience providing services in large scale environments within one or more of the relevant areas of technology.
You are able to manage complex activities and projects, set priorities, delegate when needed and deal with ambiguity.
You have strong communication (English and Spanish), coordination and organizational skills.
You are able to create long-lasting trust-based relationships and proactively support others.
Your curiosity enables you to connect the dots and using your creative thinking you propose efficient solutions and improvement activities aligned with the IT strategy.
You are available to travel as required up to 20% of the time.
Having experience in highly regulated environments (e.g. Pharmaceutical) would be a clear advantage, as well as having cross-team experience.
Lead a lean, high performance team with relentless customer focus that concentrates on added value, fostering a culture of continuous improvement.
Communicate effectively functional vision / roadmap and departmental goals, and work to ensure employee buy-in and acceptance.
Create an environment of global teamwork and collaboration within the area and across the wider area.
Ensure the right people are in the right job. Accountable for the development and qualification of the team and staff members by a well-
balanced approach of mentoring, coaching, supervising and measuring performance.
Ensure proper team management activities such as : escalation, task assignment, performance management and development.
Based on operational plans, set clear targets, plan, organize and monitor team performance by following the performance management processes and where necessary, initiate corrective actions to cover shortfalls in performance and capability.
Ensure consistent and balanced workload across the Unit.
Ensure efficient and effective delivery of projects and operational plans based on agreed IT processes, standards and tools, in compliance with regulatory guidelines and internal standard operating procedures.
Provide flexible and adaptable support models for IT Partners and ensure a strong collaboration with the rest of the IT departments in Global Infrastructure & Solutions .
Provide services that are world-class for timeliness, flexibility, scalability and cost efficiency. Drives efficiency by following globally defined best practice processes for IT operations.