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Purpose and Passion - Comprehensive Benefits - Life:Work Integration - Community - Career Growth
At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination and a deep caring for human life, we're solving some of the most important healthcare industry challenges. Together, we're one global team committed to making a difference in people's lives around the world. This is a place where you can find a career with meaningful purpose-improving lives through your life's work.
About the Role:
Boston Scientific is currently seeking a Senior Manager Global IT End User Services to lead the Latin America (LA) Region helpdesk and deskside service delivery teams and to partner with the business and IT commercial director for the region. This role can be based anywhere in the LA region; Costa Rica is highly preferred.
Provides, with the teams, on:going user support at high levels of service with acceptable cost and serves as an escalation point for the business and IT commercial director for the region. Partners with the business and IT commercial director across all sites in LA to understand IT issues experienced by end users and bring forward innovative solutions to those problems. Partners with technical IT teams to ensure excellent user experience when launching new services or addressing issues frequently experienced by the end users.
Your Responsibilities Include:
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Understands and communicates End User Services objectives for the LA region and establishes initiatives that enable the team to achieve our goals. Aligns personal, helpdesk and deskside team activities to meet the needs of the end users.
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Generates new ideas, approaches, and initiatives, and creates an environment that enables innovation. Applies critical thinking to come up with breakthrough ideas and continuous improvement to create a better user experience.
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Maintains data driven approach to measuring results, takes action to launch initiatives that resolve metrics not meeting the objectives.
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Ensures that there is a high quality communication flow to the users, business stakeholders and IT commercial directors regarding incidents, changes to services and general performance of the helpdesk and deskside function. Proactively reaches out to collect voice of customer feedback.
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Provides monthly updates to key business stakeholders and IT commercial director.
What Were Looking For:
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Bachelors degree; Computer Science, Management Information Systems or Engineering.
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Experienced professional in Information Technology leadership with good understanding of information technology (ie user device knowledge like laptops, desktops, iPAD, iPhones and general used technology like SSCM patching, outlook/exchange, fusion and sharepoint.
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Proven experience conceiving and delivering innovative solutions, critical thinker.
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Experienced manager with leadership skills (driving innovation, stakeholder management, handling conflicting priorities)
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Experience in launching a helpdesk in the region and sustaining it at high levels of performance
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Experience working in a Global Organization supporting the LA region
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Experience and a comprehensive knowledge of Information Technology, Financials, Contract Management, ITIL, and business processes.
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Ability to successfully manage and execute multiple, medium scale projects using established project management tools and processes.
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Excellent written and verbal interpersonal skills including demonstrated ability to condense data in order to synthesize crisp and easily understandable deliverables.
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Demonstrated track record of building and maintaining highly collaborative, flexible, and productive cross:organization teams.
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At least 10 years of experience in similar position.
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