Service Delivery Lead LATAM

Job description

Hello, candidate! At Air Liquide, we value inclusion and diversity, so we are pleased to inform you that you are participating in an anonymous selection process, meaning that no personal information will be available. Your assessment will be based on your technical skills and, later, in your behavioral interview. Please fill out all fields of your application with as much detail as possible, remembering that this is essential for your assessment in the anonymous selection process. About Air Liquide Through the passion and diversity of its people, Air Liquide leverages the energy and environmental transition, healthcare changes and digitalization, and delivers greater value to all its shareholders. Join us for a stimulating experience: you will find a world of learning and development opportunities where creativity is at the heart of what we do, in an open, collaborative and respectful environment. How will you CONTRIBUTE and GROW? We are seeking a collaborative and experienced Service Delivery Lead to oversee and optimize the delivery of IT services across the LATAM region. This role will ensure consistent, high-quality service, foster strong customer relationships, and advance continuous improvement initiatives across our regional ecosystem. Context: Global Infrastructure and Operations (GIO) Air Liquide provides infrastructure and IT services to our internal business worldwide. Within GIO and particularly in the Site Infrastructure (SI) department, the candidate will contribute through the following responsibilities: Operations and Delivery Management Functions as the primary contact for the LATAM region, reporting to the local Site Infrastructure Operations Manager. Guide high-priority escalations and incidents, ensuring issues are navigated to resolution effectively and thoughtfully. Execute on the complete SI service life-cycle from receipt of demand, quote, negotiation, change implementation, financial information for customer invoicing, and hand-over to the Network Operations teams. Utilize GIO’s service catalog and Site Infrastructure agreements to provide the necessary supportive services to partners. Transform business and functional needs into detailed technical solutions and quotes, incorporating knowledge of main routing, switching, and Wi-Fi products. Partner on demand management and deliveries based upon the prioritization of the SI Service Delivery Manager. Where necessary, flag urgent matters (e.g., customer incidents) to the SI Service Delivery Manager and liaise closely with the customer to ensure continuity of the relationship. Projects are to be delivered within estimated costs and contingent delays, in alignment with GIO guidelines (e.g., BIS Partnership, Performance & Continuous Improvement, etc.). Demands/Requests are to be delivered in accordance with SLAs (to be defined alongside the SI Service Delivery Manager and customer, as needed). Track demands, projects, and requests assigned within the ITSM tool (ServiceNow), executed per the Cost Informed to Customer, and billed per the existing process. Liaise with the SI Service Delivery Manager to share updates on activity, progress, costs, challenges, and resolutions. Track and report financial performance (relative to budget). Be proactive in identifying any customer issue related to the scope, proposing constructive solutions to address and mitigate risk. Provide clear updates to customers to ensure all key actors have all necessary and up-to-date information on the delivery of services. Delivery Process Support the service delivery activity based upon the SI Service Delivery Manager’s prioritization and demand management; accurately manage KPI tracking and measurement, acting as a key representative for customer satisfaction. Operate with a focus on customer service and innovation, applying proven practices to cultivate the financial and operational performance of the business. Execute according to the service delivery plan to support Site Infrastructure objectives in the Americas Hub and coordinate day-to-day operations with care (with team members and vendors) to support overall service delivery: Qualify the customer’s requests, needs, and organizational contexts. Identify needs for ITSM evolution and share critical needs with the SI Service Delivery Manager. Ensure the service delivery plan and services are delivered in compliance with GIO Site Infrastructure processes and commitments, ensuring process consistency is maintained across the Americas Hub. Adapt service management processes and foster governance to deliver high-quality, sustainable operational SI performance. Determine the frequency and content of metric reporting required. Contribute to shared best practices and tools for service delivery management and operations. ______________________________ Do you have these requirements? Bachelor's degree in Information Technology, Computer Science, or a related field. Minimum of 7 years of experience in IT service delivery, with at least 3 years in a leadership or management role. Proven experience working in a multinational environment, specifically within the LATAM region. Strong understanding of ITIL framework and best practices (ITIL certification preferred). Excellent leadership, communication, and interpersonal skills, with the ability to influence and motivate teams. Demonstrated ability to build and maintain strong customer relationships. Proficiency in English and Portuguese is required. Proficiency in Spanish is a plus. Strong analytical and problem-solving skills with a data-driven approach. Experience with service management tools (e.g., ServiceNow, Remedy). Ability to travel periodically within the LATAM region. Your differences drive our performance At Air Liquide, we are committed to building a diverse and inclusive workplace, which means that, regardless of your gender identity, sexual orientation, color, age, religion, nationality or disability, we value a work environment made up of true stories, built by true people. Our processes reflect this, being diverse and free from any prejudice, therefore, we do not collect information such as date of birth, gender, marital status or full address in our selection stages. If this information is sent, it will be disregarded. We strongly believe that a diverse organization opens up opportunities for people to express their talent, both individually and collectively, and helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world. Here you can be you!!