Mgr, IT Service Delivery

This role is responsible for Major Incident support within the LATAM Zones with the ability to assist other zones as needed, ensuring IT services are stable and optimized to drive positive customer experiences and satisfaction.

Requirements

• Bachelor's Degree or equivalent working experience, ITIL Certification preferred
• More than 5 years' experience working on major incident resolution initiatives specific to enterprise applications and IT infrastructure
• Extensive experience of formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement
• Extensive experience with ServiceNow: Incident, Service Request, Problem, and Change
• Strong operational experience across large scale, global organizations
• Experience in an IT service management or delivery role operating with complex, distributed IT environments at scale
• Highly effective planning and prioritization skills
• Sound decision-making skills under pressure
• Fluency in Spanish and English, written and verbal
• Written and verbal skill with Portuguese is also preferred

Benefits

• Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes