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IT Manager, Regional Service Delivery

2 months ago

Melbourne, Australia Saputo Inc. Full time

At Saputo, we bring good to the table by making high-quality products, investing in our people, and supporting communities around the world. As a top 10 global dairy processor, we value contributions that matter and strive to foster an inclusive, growth-driven work environment. Ready to bring your best?

**Overview of the role**:
We are seeking a pragmatic leader with a service mindset that can lead a regional service delivery team of direct reports, but also achieve outcomes through coordination and influence with our global IT teams.

**As a Manager, Regional Service Delivery you will**:

- Define the regional service requirements in partnership with IT Business partners and the division(s)
- Understanding of the business process and priorities
- Participate in the regional project and budget review process
- Ensure the successful delivering of global infrastructure service within the agreed service levels.
- Monitor and manage services against defined KPIs and SLAs
- Communication to the users in the region
- Contribute to the global service management processes and capability
- Assist in SLA negotiation efforts with Business Unit(s)
- Manage IT procurement in the region
- Facilitate the Major incident process in the region
- Act as the primary point of contact in the region on all Global Infrastructure activities
- Participate in projects testing and validation steps required to ensure smooth implementation of technology and services in their region
- Provide regional input to the global infrastructure roadmap, standards, methodologies, tools etc.
- Approves and Communicate service impacting changes in the region
- Provide requirements in relation to new Infrastructure technology solutions
- Bring specific regional requirements to the Global Core Technology team
- Maintain key vendor relationships based on regional needs
- Support the Core Technology IT Infrastructure staff based in the region
- On-the-ground execution support
- Regional input to Global architecture and technology decisions

**_Business partnering _**
- Act as **point of contact in region **for all Global Infrastructure & Services activities
- Manage business relationship in partnership with VP IT / IT BP
- Validate **priority demands **with IT BP
- Liaison with OT function in division

**How you will make contributions matter**:
**_Projects and initiatives _**
- Support global infra initiatives in region
- Provide on the ground execution support
- Engage the right team for intake (e.g., first to IT BP to validate priority, then to I&S Management & Planning intake process)
- Participate in initiatives to make sure regions can provide support for solutions
- Contribute to global projects and initiatives
- M&A: lead integration activities on-the-ground, represent I&S, support with managing change for infrastructure roles on the ground (in collaboration with PM)

**_IT Management and planning _**
- Manage regional vendor relationships & IT procurement, manage local IT inventory
- Provide input into planning based on regional needs
- Manage local IT infra budget/direct site charges with IT BP & regional finance
- Managing planned and ad hoc projects and activities aligned to budget cycle

**KEY RELATIONSHIPS**
- **Business Partners (IT BP) **(up to and including leadership teams in the business unit)
- Build strong working relationship and keeping up to date with business priorities.
- Participate in the regional projects and budget process
- **Global Core teams**
- Build strong working relationship and keeping up to date with Global core team such as PMO, Cyber, Infra and others.
- Participate in the Global activities, Service Management, Projects, Roadmaps, Architecture.
- **Business units (all sites in region)**
- Work hand in hand with the local sites and have a good understanding of their Services and Infrastructure requirements.
- Understanding of the business process to support their priorities
- **Team **
- Inspire and motivate team, provide direction and manage performance
- Guide, support, coach and mentor team members
- Review the work and proposals of team members
- Encourage team to work collaboratively to contribute to achieving the team’s success
- **Commercial / Vendor management**
- Collaborate in effective supplier management
- Establish relationship and optimize interactions with specific regional vendor

**You Are Best Suited for The Role If You Have the Following Qualifications**:

- Bachelor’s degree in business, computer science, engineering, or information technology.
- 7+ years of relevant experience in IT service management, infrastructure operations management and/or IT project management
- 3+ years of experience working in IT service and operations
- 3+ years of experience working hands on in an infrastructure domain.
- Strong, leadership, change management, influence, and collaboration skills.
- Proven success supporting Infrastructure for a company or business unit
- Experience in CPG/manufacturing IT envir