Regional ITSM

Description and Requirements
With more than 150 years in business and presence in more than 40 countries, MetLife is leading the global transformation of the insurance industry. United in purpose and with different perspectives, we are a collaborative community of more than 40.000 collaborators worldwide, committed in building a more confident future for all of our stakeholders - employees, customers, shareholders and the communities we serve.
At MetLife we are looking for a Regional IT Service Manager to join our Center of Excellence in Argentina, and lead the operational, technical, continuous improvement and Disaster Recovery activities in Latin America.
In this role you will facilitate messaging of complex plans to executive leadership and partner with Sr. executives to implement improvement and maintenance measures that support efficient achievement of IT/business objectives and results. And will play a critical role in driving IT governance improvements internally and externally, ensuring best practice process while supporting organization and Company goals.
What you will do in this role...

• Fosters maturity and efficient day to day operation with adherence to Service Desk, Incident, Problem, Change Management and Capacity Planning processes and procedures within timeframes set by severity levels engaging various IT partners as needed across LatAm countries always aligned with Central US team guidelines.
• Ensure the technical support and IT Operation teams within the countries have the proper monitoring, alerting, Event Management and Batch Management processes and tools
• Act as a guardian of PROD environments across the Latam region by proactively reviewing events, alerts or changes that could result in a system/application disruption for any of the LatAm countries.
• Ensure maximum system availability goals and quick and accurate remediation of issues within the agreed SLA's with corporate and third party vendors while continually looking for optimal ways of moving forward.
• Guide technical and operational leads during recovery of the services impacted (Incidents, outages or real disasters)
• Manage different staff to conduct activities related to the overall health of systems and day to day operation of the Service Desk, Incident, Problem, Change Management and Capacity Planning process, including continuous improvement and effectiveness.
• Manage the executive communication on Critical Incidents and ensure Senior Management is provided with incident or change management reporting.
• Provide regular reports on services performance and achievements from the ITSM areas such as Service Desk, Incident, Problem, Change and Capacity Management
• Understand and identify trends within the processes or shared services areas in scope and recommending appropriate course of action that benefits IT and its Customers
• Maintain and improve the Services Desk, Incident/Problem and Change Management processes by working with senior management across vast communities of our business
• Disaster Recovery Champion for the region to oversight the DR requirements and lead the infrastructure teams to improve the overall process

To help you succeed, you need to have...

• Bachelor's degree in computer science, related disciplines or equivalent work experience. (MBA is nice to have!)
• Proven experience as ITSM or similar roles in highly regulated industries, preferably insurance and/or financial.
• High level understanding of large-scale IT environments
• Ability to lead in a matrix organization and deal with many outside organizations
• Excellent communication skills and ability to work with varied staff members and personalities including C-Level executives.
• Creative and objective disposition with strong problem-solving skills
• Ability to handle high pressure situations and prioritize multiple tasks
• Proficient in Service Now for BAU use, reporting, and dashboard creation for the modules of Service Desk, Incident, Problem and Change management.
• Ability to express efficiently and effectively in English in both written and verbal communication.
• Strong knowledge in ITIL, DevOps, CBCP and/or PMP is required, certifications are nice to have!

The benefits we offer...

• Hybrid work mode
• Learning and development programs
• Discounts at universities
• Health insurance for the family group
• In-company gym
• Child Care Reimbursement
• Connectivity Reimbursement
• Day off for birthdays & Cultural Heritage Day off
• Healthy breakfast with seasonal fruits
• Agreement with SportClub for the employee and direct relatives.
• Agreement with "Club de Beneficios" purchases of warehouse products.

Are you passionate about bringing your unique background and skills to a team of talented, diverse people? If you are looking for personal growth and a chance to make an impact, we invite you to apply to Regional IT Service Manager role.
Join MetLife and let's find out what we can build together!
Benefits We Offer
Our benefits are designed to care for your holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer health care coverage for you and your family, insurance discounts for home, car, and pet protection, as well as parental leave. We also provide premium gym membership for you and your direct relatives, volunteer time off, discounts with specific universities, flexible Fridays, connectivity reimbursement, and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
At MetLife, we are committed to fostering diversity among employees, through non-discriminatory treatment for reasons of gender, gender expression, sexual orientation, religion, age, nationality, marital status, disability, physical or economic condition, HIV and embarrassment as a requirement for entry, permanence or ascension and there is equal employment opportunities.
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