IS Regional Operations Manager - AMER

Contract type: B2B (freelancing contract)

Assignment time: 3 months + prolongations

Working mode: Hybrid (3 days per week at the office)

Location: Monterrey or Leon

Summary: This role focuses on managing IS Operations service delivery in the AMER region, ensuring operational stability and high customer satisfaction by coordinating with various teams and overseeing incident management.

Main Responsibilities:

• Manage IS Operations service delivery within the AMER region.

• Act as primary regional contact for major incident management.

• Align AMER operations with global governance practices.

• Drive continuous improvement of IT services.

• Oversee service delivery performance and communicate with business partners.

• Support IS policies deployment at the AMER level.

• Manage major IS incidents and ensure rapid resolution.

• Coordinate major incident communications and follow up post-incident reviews.

• Ensure smooth project handovers and local testing.

• Manage external vendor relationships for AMER operations.

• Oversee urgent standard change management and readiness validation.

Key Requirements:

• Bachelor’s or master’s degree in Information Systems or equivalent.

• 6–8 years of IT Operations experience.

• 3 years experience in service delivery management.

• ITIL V3 or 4 certification.

• Strong understanding of ITSM processes.

• Experience with tools like ServiceNow, JIRA.

Nice to Have:

• Project Management certification (e.g., PMP, PRINCE2).

• Familiarity with ERP (SAP) and Integration platforms (EDI, Boomi).

• Fluency in additional languages.

• Customer service-oriented behavior.

Other Details:

• Location: AMER region.

• Team Structure: Coordination with Central Services Teams and Global IS Product Operations.

• Tools: Service management and ticketing tools.