Location(s): Costa Rica City/Cities: Liberia Travel Required: Relocation Provided:
Job Posting End Date:
December 2, 2019
Shift:
Job Description Summary:
The Client Services Lead (CSL) has direct responsibility for delivering standard and high-quality IT products & services for all end-users located in CPS Costa Rica, Liberia plant & labs. Also supporting other West CPS Plants as required.
The CSL will engage with the CPS site leadership team to agree business priorities in the delivery of projects and day to day services for the sites. The CSL will also engage with the CPS IT Infrastructure manager to budget, plan and implement IT capital spend projects in line with site master plans and technology roadmaps. Provide IT operational support as required to the labs and DMZ environment at the Costa Rica site.
The CSL manages the service levels provided by the Client Services Manager for the Costa Rica and West sites and acts as a point of escalation for IT issue resolution on the site.Responsibilities:
1. Service Management & Measurement: Be responsible for the quality of the delivery of all IT baseline services to service levels i.e.
- Single point of escalation for the site
- Clearly communicate the processes, metrics, services and value of these to the site.
- Ensure that all IT services are costed, agreed, defined and delivered. This includes the handling of VIP (senior management) issues and complaints.
- Measure and continuously improve these services and report appropriately to the client groups.
2. Management of services contract for contract personnel.
- Run routines involving all service contracts in order to
- Follow-up on ticket resolution status on the site re.
- Drive common initiatives to improve IT client services in areas of service desk, desk side support, network, telephony, service requests, IT survey
3. Business & Technology Improvement Projects: Drive business productivity and collaboration via the use of standard global technologies
- Proactively identify opportunities to add value to the business through direct engagement with the business at all levels to develop the understanding of how IT collaboration tools can simplify and speed up work.
- Engage with CPS IT Infrastructure Team in preparing the capital budgets and business unit IT in preparing the opex budget for Annual Business Plan.
- Supervise the planning, development and delivery of IT exploitation programs across the sites.
- Be responsible for the execution (on scope, on time, on budget) of all collaboration and exploitation projects within assigned sites.
- Track delivered benefits.
- Assist in the preparation of the capital plan and technology roadmaps.
4. Responsibility to comply with Information Risk management procedures including IT audit requirements, Disaster Recovery Procedure and IT Business Continuity Plan, Information Protection
Policy, AUP etc. communication. Responsible for complying with procurement policy requirements and chart of authority approvals
Requirements
- Experience of leveraging collaboration technologies
- Project management of significant IT projects including network, storage, Cloud and automation projects
- Bachelors degree in IT related field
- Previous experience in busy operational IT manufacturing plant environment.
- Preferably with experience in ITIL qualifications, Security, Network, storage management, operational excellence/lean
- Fluent Spanish and English
Location: Liberia, Guanacaste
Our Growth Culture:
One of the reasons our company continues to thrive after 130+ years is having a company culture that supports and rewards behaviors that lead to growth. Our “Growth Behaviors,” as we call them, are ways of being and working that help to make us successful. Think about how you can bring this to life in your next role at Coca-Cola.
Curious
Keep seeking, never settle. Staying curious about what is outside, and two steps ahead inspires us to challenge the status quo. Having the courage to look and leap is the way we grow. Because asking “what if?” pushes us to the next level as people and as a company.
Empowered
Make it happen. True empowerment is the result of taking responsibility. This means giving yourself permission to see it, say it and do it, and owning the outcomes. Because we move forward faster when we all take action.
Version 1.0, 2.0, 3.0
Push for progress, not perfection. There are very few overnight successes. Greatness is borne of many little victories (and failures). Share v 1.0, test it, and make it better. Then create the next version. Because the moment we think something is perfect, it will be obsolete.
Inclusive
Include, value and trust each other. We are smart alone but together we are genius. This means being inclusive, giving the benefit of the doubt and being responsible for each other. Because, for our company to thrive for the next 100+ years, smart isn’t enough. We need genius.
