Manager IT Services
Amazon.com
Pasay City, PH
8d ago

Amazon's Global IT values diversity of thought and wants to grow through hiring people from a wide range of backgrounds, cultures and experiences, allowing us to continue to innovate for complex problems.

If you're interested in helping us shape our journey and being part of the team, then please apply to find out more.

Amazon.com continues to experience explosive growth both geographically and in multiple business units and lines. Global IT organization and supports this growth by providing a diverse set of services such as such as desktop productivity tools, recruiting systems, network connectivity and financial systems.

We own companywide technology programs such as network & services availability owning the end customer experiences each and every day.

The long term objectives for this leader include :

  • Building an organization capable of leading a multi-year transformation.
  • Be recognized in the industry for providing the best service per dollar. We are a low margin business. While we do not focus on the frills, we never compromise on the fundamentals of our services.
  • Building the skills necessary to deliver the full portfolio of IT services.
  • Earn the trust of key stakeholders, moving the organization from order taker to business partner and influencer.
  • Defining a robust set of metrics that truly measure the effectiveness of IT services.
  • Develop a playbook that enables us to accelerate company expansion.
  • It is expected that this person will achieve all of the below by the end of the first 12 months in the role :

  • Embrace and transmit the Amazon culture and leadership principles throughout the organization.
  • Gain a full understanding of the IT services that Global IT owns from the technical stack to the business context.
  • Define the operational plan to achieve the vision.
  • Build / upgrade the leadership team necessary to execute the plan.
  • Build / upgrade the technical talent to achieve the plan.
  • Build credibility with key customers and stake holders. You should build your reputation through big picture thinking balanced by delivering on your commitments.
  • Flawless execution - Set and achieve service level agreements by leveraging efficient, scalable processes and metrics that measure the true impact on the customer.
  • The ideal candidate is most likely to be a hybrid : part visionary / part leader / part builder / part operator. The distributed service oriented systems architecture of our platform, and decentralized nature of our organization, presents a significant intellectual and operational challenge to the Service Delivery team.

    Meeting these challenges demands a leader with the ability to dive deep into both the technical and the associated business processes.

    They should have broad technical depth across the entire infrastructure stack.

    Amazon has very high expectations for its technical staff. This Manager must command the respect and be able to lead a team - of world-class Technicians.

    This Manager also needs to have proven ability to define, design, and meet service level agreements. It is important that this leader has an operational component to their leadership skill set.

    Lastly due to our decentralized nature the position requires the ability to effectively manage the internal organizations that connect to or use our infrastructure services.

    This role needs to identify the leverage points, white spaces and opportunities to de-couple.

    Amazon is searching for a proven and established leader in our Manila IT office to manage IT Service team located at Manila and CEBU.

    This leader will be responsible for IT service delivery for corporate offices and development center expansions and operations.

    This leader will be responsible to drive standardization and communication in the region and tie into global IT initiatives, owning the needs of the internal customers in Manila & CEBU Corporate office

  • Directly manage a group of engineers / technicians, building an organization that can support and sustain regional growth and customer need.
  • Working closely with engineering and other operations teams to incorporate customer feedback and address key support and usability concerns for customers throughout the region.
  • Maintaining very high customer satisfaction and a consistently great work experience for all Amazonians, regardless of location.
  • Effectively defining / analyzing metrics to drive team behavior in pursuit of goals.
  • Working effectively in a cross-functional environment with legal, technical, senior management teams and site directors.
  • Traveling regularly to meet with remote staff and customers.
  • Developing and holding to Operational Excellence metrics, diving deep into the details and data to understand how our customers interact with our services and infrastructure.
  • 8 - 10 years of experience leading IT support or operations teams
  • A solid understanding of networking and desktop technology and proven methods on providing innovative solutions to customers.
  • An ability to think creatively and apply strong analytical and problem solving skills, driving issues to resolution.
  • Experience dealing well with customers during problem resolution and operating under pressure.
  • Strong attention to detail and excellent written and oral communication skills.
  • Ability to effectively influence, negotiate, and communicate with internal and external business partners, contractors and vendors to get things done.
  • Experience in lean, six-sigma, process improvement is a plus.
  • Experience in a Systems or Network Engineering position a plus.
  • Apply
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