IT Infrastructure Service Center Manager – LAM
Escazu, Costa Rica
hace 11 días


This position is responsible for all operations and projects related to IT infrastructure and non-ERP software and applications.

The IT Infrastructure manager will deliver a highly-available, secure, functional, and modern computing environment to all offices and users in the region.

This position analyzes business requirements, current technology, and the strategic direction of Latin America business leaders, Emerson Automation Solutions IT, and Emerson Corporate to best design, deliver, and support a portfolio of IT services and software that meet functional, technical, and budgetary requirements.

This position works actively with teams of infrastructure and business application staff to plan, deliver, and support networking, servers, telephony, printing, audio / video, endpoints, local applications, web applications, databases, and web services.

The Service Center Manager will monitor and ensure Process SLAs and standards are being delivered.

Essential functions :

  • Works actively with local country teams and Emerson global teams to ensure projects, standards and SLAs are being met.
  • Manages teams of infrastructure and specific business application staff and / or 3rd party vendor, providing direction and development if needed.
  • Acts as a technical and positional escalation point to the staff to resolve issues.
  • Helps managing vendor relationships including selection, contracts, requisitions, invoices, and receipts.
  • Manages a budget and performs managerial accounting for IT-related expenditures across the business in Costa Rica.
  • Takes active part in the preparation of IT budget plans jointly with IT & Finance leaders.
  • Monitors budget progress and execution during the fiscal year in Costa Rica.
  • Executes projects using IT project life cycle and Emerson stage-gate processes.
  • Manages hardware lifecycle for servers, storage, networking, telephony, printing, and endpoints.
  • Researches and proposes best-fit technology solutions to known or emerging business requirements.
  • Manages delivery of desktop support services, addressing business needs according to priorities and leveraging Emerson support channels.
  • Interacts with internal clients to resolve escalated issues in a timely manner.
  • Strategic

  • Direct and motivate local team to meet local and regional goals.
  • Liaise with global and group teams.
  • Take responsibility for overall progress and use of resources and initiate corrective action on risks or issues where required.
  • Assesses variances from the projects plan and takes necessary corrective actions to ensure projects meets overall time, cost and business objectives.
  • Develops and maintains a productive working relationship with project sponsors, customers, vendors and other key stakeholders.
  • Design and development

  • Ensure all User requirement specifications are agreed by the user community and that any resulting design specifications are clearly understood and agreed prior to work being carried out
  • Implementation

  • Assist with the preparation of country Appropriation requests as needed.
  • Manage the risks and develop contingency plans.
  • Ensures testing is being done, coordinates training if needed.
  • Support

  • Ensures successful transition of the projects from implementation to support including formal post implementation review and sign-off
  • Ensures services meet defined SLA and if not takes corrective actions jointly with local teams.

  • Bachelor’s Degree in a technical or Business Management field (not necessarily IT) or equivalent work experience
  • Fluent in English and Spanish (Portuguese will be a plus)

    At least 5 / 7 years of IT Infrastructure experience.

    Experience of project management and relevant functional experience across multiple disciplines.

    Strong analytical and problem-solving skills required.

    Must be able to communicate clearly and concisely, both orally and in writing.

    Must be able to convey technical information in non-technical language.

    Experience in management of geographically dispersed teams and working in a matrix organizational environment.

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