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Factory MSP Lead

Date Posted: May 23, 2019

Location: Querétaro, QUE, MX, 0

Company: MetLife

LATAM Global Technology is currently providing IT Services into 6 countries (Mexico, Chile, Brazil, Argentina, Colombia and Uruguay) through local and regional teams across 6 multidisciplinary areas (Application Development, Global Infrastructure Services, Global Technology Services, Application Maintenance Support, IT Risk & Security and Architecture). Global Technology is embarked on creating a regional IT shared services hub that will deliver a standard and consistent operating model across the enterprise, leverage scale and global footprint to improve capabilities and deliver reliable, secure, quality services to our employees and customers. As part of the strategy Global Technology is shifting BAU (factory) activities to the Hub that will facilitate functional alignment of IT services and talent to drive productivity and value through an optimized IT workforce, drive productivity and capacity improvements through a unified, more collaborative workforce and achieve positive financial benefits by reducing redundancies and management overhead.

Role Value Proposition:
Position been filled is expected to play a challenging and critical role to successes on this overall strategy, providing leadership in the development, implementation and lead of a multidisciplinary team in charge of managing 100% of MSP (Manage Service Provider) vendors relationship, ensuring alignment and proper execution of all programs across LATAM.


MetLife Values

Customer Focus - Work with customers and internal stakeholders to discover product needs to support the next generation of Agile software

Communication – An ability to understand and speak articulately about technology combined with an ability to synthesize and prioritize customer needs from a business perspective to engineering teams Collaborative - Work closely with engineering teams to build customer value into the product; able to set context and frame the “why”, so that they can decide on the “how”

Relentless Improvement – Continuously communicating with stakeholders to increase the likelihood of prioritizing the most valuable work for the team

Adaptability - Balances changes in direction or requirements while protecting commitments to minimize work in progress

Transparency – Says “No” to protect the team, offers data and analysis driven forecasting to set realistic expectations to the business

Ownership Mindset - Understands when to remove impediments or coach self-organizing teams so that the team can remain focused on achieving delivery goals

Service Leadership – Strive for selflessness through the consistent development, coaching, and mentoring of others


Key Responsibilities:

• Manages overall service delivery relationship for one or more IT vendor agreements.
• Monitors performance, resolves operational problems & serves as primary liaison between clients & IT vendors.
• Acts as Team Lead for IT vendors’ engagement mgmt teams.
• Interviews, selects & negotiates support & services with IT vendors. Develops cost effective financial agreements & SLAs.
• Reviews IT vendor contracts to ensure that software, service & support is adequately covered & properly documented.
• Establishes & implements software, service and/or support policies, standards & procedures & financial processes with IT vendors. Ensures alignment with standards & IT strategy.
• Ensures contract compliance from financial agreement and SLA standpoints.
• Assists with defining enterprise-wide end users’ IT requirements.
• Manages and budgets  outsourcing spend
• Interfaces with centralized expense management function on cost center finances.


Required Experience:

• BSc in computer science, engineering or relevant field
• 10+ Proven experience as Regional IT Delivery Center lead or similar managerial role
• Strong strategic and business mindset
• Superior analytical and problem-solving capabilities
• Excellent organizational and leadership skills
• Outstanding communication, interpersonal abilities & presentation skills, both verbal & written.
• Solid background in designing/developing IT systems and planning IT implementation
• Strong experience working on Agile and Lean environments
• Solid knowledge of all aspects of IT vendor support operations, SLA development & monitoring.
• Demonstrates collaboration & teamwork skills.
• Ability to direct & influence work of others (virtual teams) absent an official reporting relationship.
• Ability to interact with executive leadership with accountability to deliver on high-level objectives.
• Fluent in English and Spanish.


Preferred Experience:

• Insurance or financial services industry knowledge/experience
• PMP, ITIL certification
• Portuguese language skills


Reports To: VP QRO AD Hub Leader


Direct Team: estimated 8 resources (Factory Coordinators)


Key Stakeholders: LATAM countries CIOs, Regional/Global Technology Leaders, Global Digital Leaders, Global Technology Leaders, Local & Regional Procurement teams


Travel: 10%-20%