Proactively meets with office leadership and key stakeholders on a regular basis and reports up to necessary parties.
Manages and maps stakeholder engagement, ensuring that relationships are maintained to drive interaction for technology services.
Participates in regional leadership & local office meetings as appropriate.
Provides expert advice and consultation to direct reports and colleagues.
Escalates strategic issues and requests through regional leadership.
Ensures Technical Support services are delivered to all support channels for all aspects of technology delivery.
Act as the senior technology management within countries. Conducts regular team meetings and ensures that information is shared appropriately within the team.
Provides resources and guidance for all agile support workflows, including but not limited to on-site, phone, chat, email, in-person, virtual, digital, proactive outreach or as otherwise required to support all lines of business.
Provides coaching and mentoring to direct reports.
Supports teams abilities and functions through positive customer relations.
Supports and encourage diversity and inclusion policies across the team.
Performs performance and salary reviews with direct reports via scheduled 1:1 meetings.
Provides input improving processes and maintaining standards.
Manages activities of outsourced colleagues (as applicable) and follows up on service issues.
Manages operational support team, internal teams and external vendor support groups within assigned geographic region.
Manages an effective organizational structure; ensuring skills and talent are available to meet business requirements.
Manages teams within the MMC defined framework, promoting and developing talent and developing a high performing function.
Works with HR managers and senior peers to document and remediate performance issues with team members and takes appropriate follow-up actions.
Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members. Manages the management team ensuring that support operations are delivered through internal teams and external vendor support groups within assigned region.
Manages support channels within the region, including but not limited to on-site, phone, chat, email, in-person, virtual, digital, proactive outreach or as otherwise required to support all lines of business. Ensures infrastructure systems are maintained in accordance with service owner guidelines and are in compliance with Business Continuity agreements.
Ensures direct reports and team members follows operational guidelines, principles, and processes as defined by senior management.
Collaborates with peers and senior managers to define, enhance, improve and adhere to defined processes for all operational tasks.
Conducts periodic reviews to ensure compliance with regulatory guidelines, technology and operating company policies, and best practices within Technology and IT industry standards including reducing risk in the environment.
Manages relationship with vendor/third-party service providers.
Escalates incidents and questions to appropriate support groups and follows up with customers to ensure satisfaction.
Handles escalations from senior management and business leaders with urgency and coordinates with vendors, support groups, and team members to ensure quick and timely resolution.
Actively engages colleagues on major incidents, assisting in driving resolution times down and enhancing business communications.
Helps produce and manage regional budgets accountable for delivering favorable budget results.
Approves financial spend of items within the relevant budget, for example travel, hardware and software and maintenance contracts.
Regular P&L variance analysis & forecasting of expenses within budget for responsibility center geographic market.
Represents department and participates in national and global project work.
Coordinates local projects such as moves, acquisitions, etc.
Ensures direct reports and team members adhere to local responsibilities such as compulsory training and education.
Maintains business relationship, gathers feedback on technology and shares with relevant groups.
Uses corporate incident management system to actively manage the support function on the resolution of service requests and incidents.
Performs time tracking tasks as required to ensure resources are allocated correctly to business requirements.
Travel may be required.
Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.
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