Shared Center Manager

Would you like to contribute to exciting digital transformation projects with people who are passionate about innovation? With TeamWork Management, the possibilities are endless. We are a local fast-growing company with a global reach, powered by the Swiss group TeamWork Corporate and 20 years of uninterrupted growth.   

Joining our TeamWork Management subsidiary in Boston means being part of our US-based team with 60 information technology specialists in a fun environment where diversity and international talent are put forward. We offer opportunities for continuous learning, a robust benefits package, remote work flexibility, and lots of company perks!  

Who are we?

TeamWork is an independent international group, founded in 1999 in Geneva by our current CEO Philippe Rey-Gorrez. We are your strategic partner in digital transformation, specializing in four core businesses: Management Consulting, SAP Business Solutions, Data Analytics and Technology Platforms. Recognized by our clients for our expertise and experience, TeamWork supports both major international groups and SMEs. TeamWork Management, the group’s US subsidiary, was created in 2017.  

With US offices in Boston, Fort Lauderdale and San Diego, our approach is universal: supporting our clients in all aspects of their digital transformation projects.

• Deliver on customer commitments and manage all aspects of services delivery execution, including client contract governance, risk management, issue tracking, resolution, escalation, and reporting across the organization.
• Lead the development of the service delivery strategy and roadmap. Manage the day-to-day operations to ensure consistency and compliance with ITIL policies and processes.
• Develop enterprise IT Service Management processes and methodologies, supporting procedures, and established controls to drive and ensure the effectiveness of service delivery.
• Work directly with clients to ensure the quality of services. Identify and drive ITSM continuous improvement opportunities.
• Define and report activity metrics and associated KPI’s. Manage service levels per clients’ agreements.
• Be engaged in any P1 incidents, leveraging defined processes and making communication decisions for outages. Act as a point of contact for customer management escalations.
• Resolve escalated conflicts and provide feedback to the team.
• Define and deploy a near-shore strategy in Latam.
• Manage and develop the team in the Americas.
• Hire new talents.

The position reports virtually to the Florida office and is required to work onsite 2 days per week.

Education: HS Diploma or foreign equivalent

Experience: Three years of experience in IT infrastructure management, systems engineering, customers' IT infrastructure monitoring, project management, and responding to customers' IT requests or closely related occupation

Special Requirments: 

• Experience must include 36 months monitoring customers' IT infrastructure, managing projects, and responding to customers' IT requests.
• Knowledge of IT Systems
• Decision-Making
• Problem-Solving
• Prioritization
• Flexibility/ Adaptability

Hours: Monday to Friday: 8:30 am to 5 pm – 40 hours a week

Location: 501 E Las Olas Boulevard, Fort Lauderdale, FL, 33301

The position reports virtually to the Florida office and is required to work onsite 2 days per week.