Role Purpose:
This role is part of the IS&T; Core Services team, an enterprise wide integral IT service and support function for Weir. The Service Manager is aligned regionally (NA, LATAM, EMEA and APAC) and is responsible for service support performance in region in accordance with Customer SLA and for defining and agreeing service improvements with customers and the service support team(s). Management of End User Services (Desktop/Deskside Support).

Key Accountabilities:
- Establishes a true internal Weir Group Service Management capability with a senior presence in each region
- Adds clear and demonstrable value to the business by being the accountable point of IS&T; customer contact for service management, managing and delivering services in accordance with defined service delivery roadmaps and ensuring performance to agreed customer SLA’s (with associated costs and chargeback policies)
- Drive consistency and quality of service provision across regions, and globally as part of the Global Service Management team




- Lead and manage a team of regional deskside/desktop support employees and 3rd party support partners
- Develop and agree customer SLA’s and service roadmaps
- Respond, manage and close out escalations where appropriate
- Ensure provision of effective, responsive support service for all services
- Regional and global stakeholder management gives IS&T; and business colleagues an experienced point of contact for IS&T; Core Services
- Oversee service level management, service reviews and improvement planning
- Identify, capture and understand business requirements for solutions with IT requirements. Work closely with the Demand Management process owned by the Service Portfolio & Transformation team(s)
- Recommend new services and solutions in line with business strategies and a customer value approach
- Responsible for Escalation Management (with reference to Incident Management and Change processes from a regional context (or globally if managing across common

📌 Is&t Regional Service Manager Latam (Santiago)
🏢 Weir Group
📍 Santiago