DirecciónIT Support Manager (CPG) (Remote)
Madrid
Madrid, Community of Madrid, ES
RemoteStar is looking to hire an IT Support Manager (CPG, E-Comm, Retail, FMCG domain with B2B Commerce Solution )on behalf of our client in Spain.
Location: Hybrid working with offices either in Madrid/Barcelona
Travel Requirements: This position is expected to travel approximately 50% of the time.
Client Details:
Leading SaaS tech company , specialising in mobile-supported business process automation with a significant presence in the USA, Mexico, the UK, and Greece. Their global footprint is expanding, with projects in over 27 countries and a user base exceeding 100, 000. They are expanding their business in Spain.
Responsibilities:
- Lead the implementation and management of an European Customer Support Centre offering support to over 25 countries.
- Oversee the delivery of N2 and N3 IT Support, including incident logging, follow-ups, and closures.
- Assembly, governance, and management of a team working with highly customised and complex B2B software applications, including intricate integrations
- Handle the escalation of incidents related to non-user end issues.
- Manage and monitor network, server, application, CRM and related issues.
- Generate reports on pending tickets at the end of each day.
- Foster a culture of extreme ownership within the team.
- Ensure compliance with hours tracking, issue resolution status, and resource ownership.
- Track resource utilisation against allocation and budget, including project timesheet approvals.
- Handle daily operations, implementations, and hypercare, assisting with project planning, tracking, documentation, and status updates.
- Facilitate the creation and review of functional and technical design documents for complex projects.
- Facilitate end-to-end implementation planning, including project management, issue management, communication, and change management.
- Lead the generation of Root Cause Analyses (RCAs) and maintain proactive communication and action, including the detection of potential issues that may impact operations.
- Effectively manage large service desks or multiple small to medium-sized service desks.
- Exhibit strong project leadership skills, along with a solid understanding of business operations and advanced analytical capabilities.
- Establish and maintain trusted advisor relationships with client project stakeholders.
- Conduct daily review sessions with the team and manage weekly trackers.
- Manage service desk emails and oversee service desk plans, ensuring progress and adjusting schedules as needed.
Qualifications & Skills:
- Bachelor's degree in Information Technology, or equivalent experience , ideally from Data Engineering background
- 10 + years of experience in Sustain/Maintenance/Support Management.
- Exceptional interpersonal skills, with strong written and verbal communication abilities.
- Relevant experience with CPG or FMCG or Retail or B2B Commerce domain is mandatory
- Experience with sustain in CPG companies is preferred, with experience in CRM implementation, Commerce (digital and physical store), POS, and omni-implementation considered a plus.
- Excellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions.
- Strong stress management skills to handle customer pressure and problem resolutions.
- Familiarity with business processes and the impact of our solutions and services.
- Ability to liaise with users to ensure satisfactory handling of requests or problem reports.
- Proven experience in managing customer-specific Development Operations and Managed Services projects.
- Solid project leadership skills, with direct responsibility for managing project teams, budget, and schedule.
- Strong negotiation, conflict management, and leadership skills.
- Proficiency in managing teams of up to 10+ people.
- Ability to produce project plans and estimates, balancing business and team requirements.
- Experience in managing and communicating with remote developers during non-traditional business hours.
- Ability to thrive in a fast-paced, high-energy, team-oriented environment.
- Proficiency in multitasking and performing effectively under pressure.
- Language proficiency: Brazilian Portuguese (Preferred), English (Fluency), Spanish (Fluency)
- Preferred ITIL Certification and Agile Methodology Certification.
