Position Title: IT Service Delivery Manager

Location: CDMX

Careers that unlock the magic of human connection

Who we are

Pernod Ricard is a global premium spirits and wine company. We’re the team behind leading brands such as ABSOLUT® Vodka, Jameson® Irish Whiskey, Malibu®, Kahlúa® Liqueur, Beefeater® Gin, and Avión™ Tequila, as well as many more superior wines and exquisite champagnes!

Working at Pernod Ricard is all about igniting conviviality in that all that we do. Derived from the French word, convivialité…it means human connection, authenticity, friendly, and jovial. Conviviality is energy and spirit with a splash of je ne sais quoi and is a core philosophy around how we live and work at Pernod Ricard. Here, we are team players, dream makers, trailblazers, movers and (cocktail) shakers. We have a passion for living life to the fullest, making a new friend every day, and realizing our potential as people and as a business!

At Pernod Ricard, your safety and well-being are our top priority.

The IT Service Delivery Manager is responsible for:

· Assisting the Senior Service Delivery Manager in the day-to-day tasks and activities

· Collecting information and data to build relevant reports and dashboards with KPIs

· Preparing end user communication in the local language

· Managing the IT Assets inventory and stock (IT equipment, software, hardware, etc.)

· Contributing to the implementation of projects at local level

· Delivering Training and Coaching to the end user community according to the training roadmap

· Manage Tech operations for North Latam Countries (Mexico, Colombia, Peru, Rep Dominican and Venezuela)

Main responsibilities:

· Demand and Project Management

o Contributes to the collection of demands at local levels from multiple stakeholders (Business, IT, etc.), by submitting the demand and the relevant information into the system

o Assists the Senior Service Delivery Manager in the review and analysis of the demands

o Supports the Senior Service Delivery Manager in implementing the multiple projects (including global and regional initiatives such as the “Blueprints”) at local level

· Reporting based on SLAs & KPI (financial & operational):

o Collects the information and data necessary to calculating and estimating the KPIs

o Supports the Service Delivery Manager in preparing the reports and dashboards

· IT Asset Management:

o Manages the asset inventory and stock at local level

o Defines the future needs of assets and elaborates the scenarios of asset allocation (e.g., use of assets’ pool, anticipated purchase of assets, etc.)

o Ensures the asset inventory is updated on a regular basis, using automation and efficiency practices

· End User Communication:

Assists the Senior Service Delivery Manager in preparing communication to the end user, in the appropriate format and in the local language, if required in addition to English

· Assists also in the preparation of communication in case of major incident or in a scenario of crisis

· Training & Coaching:

o Helps in the collection of training needs at local level (preparing questionnaires, sending communication to the end users or different target audience, etc.)

o Helps in the collection of feedback and customer satisfaction feedback for each delivered training

o Delivers the training for different audiences (e.g., end users, VIPs), on different topics and helps the trainees to understand and learn the subjects through regular coaching

· Change Management:

o Initiates the request for change in the system, by ensuring all the necessary information is available and submitted

o Analyzes and reviews the change request, by ensuring all different parties and stakeholders are involved and contributes to the request

o Participates to the Change Advisory Board (CAB) meetings, to make sure that all the relevant information and documentation is shared and acknowledged by all stakeholders

· Problem Management:

o Creates the record as Problem in the system, including all relevant information

o Analyzes the problem, in collaboration with other team members and stakeholders (e.g., SMEs, Technical Leaders, etc.)

o Identifies the solutions / remediations and proposes the creation of a project to implement it (if needed)

· User Support:

o Liaises and coordinates with Onsite Support teams to monitor the user support service and alerts the Senior Service Delivery Manager in case of issues or escalation needs

· Audit:

o Assists and supports the Senior Service Delivery Manager in collecting the required evidence and implementing the relevant remediations and controls, based on the audit’s results

· Knowledge Management:

o Prepares and manages the documentation for different activities and processes (Communication, Asset Management, KPIs and reporting, Audit, etc.)

o Manages the repository (e.g., SharePoint), creates the structure of the knowledgebase and ensures the documentation is regularly uploaded and updated

Scope:

Team management: 6 L2 analyst (contractors)

Key internal stakeholders: Tech Teams including other Regions, IT Solutions, Business users and executives.

Key external stakeholders: Vendors

Language: Spanish, English

Budget to manage: To be agreed and allocated every fiscal year

Availability to travel: Occasionally

Life and perks at Pernod Ricard:

•Proud to Belong: Just as we help create moments that matter for our clients, we lead by example every day…bringing our full selves to work and building relationships that celebrate the human spirit, diversity, and foster deep connections.

•Empowered to Perform- We set high expectations for ourselves and seek to get the most out of life. Through flexibility and a hybrid work style, as well as unique learning opportunities, generous tuition reimbursements, and unique apprenticeship programs, we passionately develop our skill set.

•Committed to Care: We are deeply committed to the long-term sustainability of our people, our industry, and our planet. We call this return of responsibility. From environmental sustainability to supporting local communities, our commitment is unwavering.

Our hybrid work style

At Pernod Ricard México, our work philosophy celebrates the magic of human connection with the flexibility to make the most meaningful contribution. Our hybrid teams will work remotely 2 days a week and 3 days promoting Coexistence in the office. Our team is trained to start and end your day at a time that best suits your lifestyle with all the equipment available.

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