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Intake and Demand Lead

Date Posted: May 13, 2019

Location: Querétaro, QUE, MX, 0

Company: MetLife

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 the delivery center intake and demand process, been the single point of contact for in-country teams and making transparent for them the complexity behind.

 

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 Role Responsibilities:

• Creates, implements and leads IT Regional Intake & Demand Management team for LATAM which includes technical, financial and resource development, promoting best practices and encouraging the exploration and implementation of innovative methods utilizing IT assets in alignment with the organization’s strategic direction.
• Develops and cultivates IT and business partner relationships and effectively communicates the business value of tools, practices and technologies from a development perspective.
• Provides strategic direction, guidance, and recommendations to address a wide range of business and technology needs and supports the implementation of agreed upon solutions. Engages and influences IT and business leaders to ensure the portfolio will deliver agreed business objectives.
• Promotes the needs of a self-organizing team (be cross-functional, be in partnership w/ business, collaboration, work quickly and unencumbered, be empowered and autonomous, be able to focus on self-improvement) and supports the management activities that make self-organization successful.
• Initiates and influences relationship with and between key stakeholders
• Understands patterns and trends that contribute to utilizing key performance indicators and critical success factors that will improve the performance of the hub organization.
• Understands and is an advocate of following architecture standards, practices and processes.
• Ensure accomplishment of the KPI agreed with in-country leaders
• Secure execution pipeline for each country in synch with Hub capacity planning

 

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 and interpersonal abilities
• Solid background on planning IT implementations
• Solid demand & capacity management experience
• Strong experience working on Agile and Lean environments
• Fluent in English and Spanish.

 

Preferred Experience:

• MSc/MBA
• 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 (Demand Managers & Intake Coordinators)

 

Travel: 10%-20%