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.