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MSP Lead

Date Posted: Jul 10, 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:

MetLife is recruiting a Factory Coordinator Capgemini role. This role will play a challenging and critical role to successes on this overall strategy, providing leadership in the implementation and lead of AD vendor relationship for a LATAM country and global vendors, ensuring alignment and proper execution of all programs across LATAM. The Factory Coordinator Capgemini is expected to be a Senior Subject Matter Expert (SME) for one or more IT vendor engagements that includes understanding each engagement’s operational, financial and contractual aspects.


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 of the Role:

• Responsible for managing financial, contractual & SLAs associated with technology acquisition & outsourcing for one or more IT vendors.
• Co-governs IT vendor SLA measurements
• Brokers solutions to service issues that ensure end users’ objectives & IT vendors’ goals are met. Works with IT Technology managers & IT vendors to implement inter- and cross-business improvement plans.
• Assists with defining enterprise-wide end users’ IT requirements.
• Acts as Single Point of Contact between AD functions & IT vendors.
• Assists customer in identifying service requirements & deliverables needed to accomplish objectives. Facilitates interactions with IT vendors to ensure timely, cost effective service delivery.
• Assists IT vendors in preparation of project proposals & plans. Ensures end users’ proposals contain necessary detail for end users to make business decisions.
• Manages multiple projects (small to large). Expedites and/or escalates issues as required.
• Provides general oversight on external service providers’/vendors’ projects.
• Coordinates with IT Service Delivery to ensure customer satisfaction is regularly & accurately measured & reported. Communicates customer feedback to IT vendors.
• Manages internal & external service providers’/vendors’ product & model changes in relation to impact on infrastructure, operations & processes.
• Provides production and ad hoc reporting intended for IT management & IT vendor mgmt.
• 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
• 7+ years broad IT experience including Application Development, Operations, IT Engineering, IT Financial Management, IT Outsourcing, etc.
3-5 year experience in fields of end user department(s) supported.
• Strong strategic and business mindset
• Knowledge of all aspects of external service provider 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 work independently & manage multiple projects with competing deadlines.
• Demonstrates organizational & time-management skills.
• Ability to interact with executive leadership with accountability to deliver on high-level objectives.
• Strong business acumen including financial controls, cost/benefit analyses, budget planning, etc.
• Superior customer relationship skills.
• Prior experience managing individual contributors and/or third parties
• Very strong communications & presentation skills, both verbal & written.

• Strong experience working on Agile and Lean environments
• Fluent in English and Spanish.


Preferred Experience:

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


Reports To: Director - Factory Management Head


Key Stakeholders: LATAM country CIO, Regional/Global Technology Leaders, Global Digital Leaders, Global Technology Leaders, Local & Regional Procurement teams


Travel: 10%-20%