Bacardi-Martini Ltd

Team Leader IT


About the role

As Team Leader, IT Operations, you are managing a team of analysts and/or technicians responsible for maintaining and developing IT infrastructure, Operations and Helpdesk Support for a given set of sites (headquarters, plants, distribution centers,...). You ensure that IT operations (Network, Collaboration tools, End-users computing,..) run smoothly, are consistently reliable and stable but you are also accountable for continuous improvement in the service quality and efficiency.

You are accountable for a quality end-users support (remote and physical) to your end-users, you are acting as support level 2/3, level 1 being done by technicians/analysts locally or remotely.

From a project standpoint, you are the key point of contact for the IT Services and IT Solutions groups, ensuring the global projects related to end-users computing, network and collaboration are properly deployed to your sites. With your team you organize the end-users communication and education on any new technology, but also the training on new tools in order to leverage powerful new solutions to their maximum, in a way that boost the employees productivity.

You collaborate with your IT Business Partner as you serve each and every user in his sites and you need to ensure alignment on global plans. In your role, you manage the Run budget of your sites and you are accountable for cost optimization.

You have to have a wide understanding of technology in general but also of current solutions deployed within Bacardi.

In this role you can expect to travel to work and meet with local teams. At this position, you will typically report to a Manager, IT Operations.

Key accountabilities and responsibilities

Impeccable management of Sites Infrastructure, Operations and Helpdesk

Manage - for your sites and with your team - the deployment, maintenance, support and upgrade of servers, PCs, hardware, software, operating systems, printers, copy/fax machines, telecommunications equipment and mobility

Ensure the network and network services are operational at all times

Maintain local datacenter, infrastructure, servers and communications equipment operational and up to date

Schedule installation and upgrades of existing equipments

Monitor proactively the day to day operation of IT core Infrastructure and Network and provide technical support, consultancy and fix issues according to the SLAs

Responsible together with your team for achieving efficient and effective day-to-day delivery and support of services to business users (according to SLA) as well as related costs

Prioritize helpdesk support urgency conflicts. Manage and help helpdesk support

Manage the incident resolution along SLAs & interacts with Business Partner management, application services and 3rd parties for L3 issues

Collaborate with Managers, IT Services and Business Partners

Manage local/outsourced teams to deliver the agreed SLA to the business

Provide measurement of incident management, against agreed KPIs

Lead the training and development needs of users on various technology and solution

Point of contact locally for global projects: help formulating project plan to implement global and regional directives to your business/sites

Own the perfect execution of global launch with required adaptation (languages, specificities,..)

Be responsible for IT continuity plan/Disaster recovery

Responsible locally for asset management

Be in charge of VIP support whenever needed in your sites

Vendor management

Manage local and regional vendor to deliver solution or service that meets the business requirements and the agreed SLAs (example : Manage local PABX maintenance supplier, mobility relationships)

Monitor the day to day service level

Coordinate Disaster Recovery Drill together with vendor and 3 rd parties

Drives platforms operations cost reduction, working with the vendors

Be the focal point of contact in liaison between the vendor and the business ( if need be)

Manage leasing/purchases of copy/fax machines

Purchase and implement - within budget - equipment needs (servers, hubs, routers, phone equipment,..)

Budget accountability

Have overall responsibility for financial (budget/forecast) of your sites run budget

Input into regional plans

Drives cost down, r esponsible for Operations costs optimization

Manage your team and be an IT inspiring leader

Manage and optimize resource planning for your sites

Develop your people and talents

Coach, mentor, provide constructive feedback and develop the IT organization around you

Measures of success

SLA (Service Level Agreements) are reached on all infrastructure and local Applications

Budget in line with forecast

KPIs achieved (including site best practices compliance and accuracy)

Projects are on time and on budget

See attached typical annual priority format for the role

Critical experiences for success

To be successful in this role you will have/be:

Knowledge of ITIL methodology

Understanding of hardware, software systems, SAP and network technologies

Understanding of IT governance and operations, IT controls (privacy, security)

Ability to communicate to top management and to end-users, ability to explain technology

Business Knowledge - Understand the business and business processes

Experience in running Helpdesk/support to end-users, incident management, data center management

Great customer service mindset and excellent communication skills

Experience with vendor management and financial management

Experience in project management and team management

Deep problem solving, root cause analysis capabilities

Ability to manage, mentor and coach a team of analysts and technicians

Experience in crisis management, ability to manage the matrix

Proficiency in English language skills

The following experiences are recommended:

Fluent in another language than English

Experience/exposure to different markets dynamics/specificities/cultures

Our ways of working

Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire. We're caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly. We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure. We're passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work: we commit energy, heart and soul. We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we're most proud of: our True Heart and Winning Spirit - both in our home markets and across the world.

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