Track Lead - Program & Project Management
Brazil
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Job Description
Track Lead - Program & Project Management
Sao Paulo, São Paulo

Job Summary

Regional Service Manager

Key Responsibilities

Provide effective IT support for the Client businesses in the NORTH AMERICA region • Work effectively with GTO I&O tower leads and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the NORTH AMERICA region • Manage outsourced provider international teams consisting of local support provider and FSS associates resulting in a positive and productive experience for Client users with their end-point devices • Oversee activity and responsibility of remote campus engineers • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Respond to any escalated service delivery issues. Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations. • Champion ITIL standards across teams • Review and approve knowledgebase articles for accuracy and relevance

Skill Requirements

achelor\'s degree in Computer Science, Information Technology or Business Administration • Seven (7) years of experience in information technology, including five (5) years’ experience supporting infrastructure technologies. • Excellent interpersonal and communications skills. • Strong technical skills and experience with core infrastructure concepts • Hands on experience managing infrastructure projects • ITIL certifications preferred • Advanced level English as well as local language if applicable, written, and verbal • Provide effective IT support for the Client businesses in the Europe region • Work effectively with GIT Infrastructure tower managers and outsourcing provider(s) to ensure end user services are delivered effectively and efficiently to the North American & LATAM region • Oversee support for a growing business with significant physical presence in the region (currently 20 office locations and 7 main distribution centers) • Ensure a thorough analysis of service results and respond to any escalated service delivery issues • Proactive analysis of areas for improvement together with proposals for solution delivery • Define and review reports to ensure all services are completely and successfully delivered. Proactively intervene to correct problems when they are encountered. Use metrics to improve processes • Assess organization\'s current and future technology needs. Set direction and lead improvements of techniques, methodologies, and deliverables • Communicate effectively with Business Analysts in the region who are responsible for the multiple business locations

Other Requirements

NA
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.