ATOS IT Services & Solutions, Inc. Job Details in Mexico

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Job DetailsService Desk Manager

Reference no.





MX - Mexico Wide


MX - San Nicolas

Position Type


Job Area

Service Delivery

Job Type

Full Time



Company Information

Atos is a leader in digital services with annual revenue of € 12 billion and 100,000 employees in 72 countries. Serving a global client base, Atos offers Consulting & Systems Integration, Managed Services & BPO, Cloud, Big Data & Cyber-security solutions. With deep technology expertise and industry knowledge, Atos works with clients across many business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public Sector, Retail, Telecommunications, and Transportation.Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. In addition, Atos is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Bull, Canopy, Unify and Worldline.

Atos offers a broad professional perspective and the opportunity to build a rewarding career across either the technical or business paths. With our worldwide presence and our broad range of professional services, Atos provides training programs across all our competencies and markets worldwide for employees in all stages of their career. In addition, we offer programs that are focused on engaging and developing people who are at the beginning of their career through internships and graduate opportunities.

For more information, please see the Atos corporate web site:

Atos is an EEO employer, providing employment opportunity regardless of race, color, religion, sex, age, national origin veteran status, disability or other factors protected by law.

Job Description

Role Overview

Manages subordinate staff in the day-to-day performance of their jobs. Works toward objectives established by upper levels of management. Will recommend departmental specific procedures and implements those that are approved.

Makes day-to-day decisions within or for a small group/department. Works collaboratively with direct reports.

Activities: Organization

  • Manage Unit Services delivery in GBU/Global Account

  • Responsible and Accountable for people management and development in the Unit across all Unit teams

  • Manages offshore projects for the Unit in the GBU Tower/Global Account as well as onshore optimization of delivery centers; support lean projects in the GBU Tower/Global Account

Activities: Service Delivery

  • Improve quality of service and service costs with Tower Service Operation Managers, drive SEV1 reduction plans

  • Ensure quality and regulatory standards compliance are met within the Unit in the GBU/Global Account

  • Manage execution of internal projects to meet QOS for the Unit in the GBU Tower/Global Account

Activities: Finance

  • Responsible and Accountable for budget and saving for all Unit teams in the GBU Tower/Global Account. This includes Budget forecasting, updates and actuals follow-up.

  • Responsible and Accountable to achieve, track and report efficiency, offshore, WU targets across all teams in the GBU Tower Unit/Global Account

  • Ensure compliance to purchasing strategies, architecture and portfolio for the Tower Unit in the GBU

  • Define, roll out & manage global methods, tools, KPI’s, reference technical architecture for the Tower Unit in the GBU / Global Account

  • Responsible for the Tower Unit PEP forecasting, updates and follow-up in the GBU Tower / Global Account

  • Responsible for the Tower Unit Lean forecasting, updates and follow-up and alignment with PEP

  • Responsible for the Tower Unit Off-shoring forecasting, updates and follow-up and alignment with PEP

Activities: People

  • Ensures the right resourcing strategy is in place

  • Ensures resource development plans are in place

  • Responsible for hire/fire


Job Requirements

  • Speaking and Writing English Level

  • Advanced Mid / High (ACTFL) Service Desk

  • Call Center Experience Required (Minimum 2 year)

  • Candidates must have clear and effective verbal & written communication skills

  • Customer Service Experience Required

    Capabilities & Experience

  • Autonomy, Responsibility and Authority Works to agreed objectives. Has full responsibility for quality of work performed by the Operations Team

  • Influence Uses experience to make informed decisions on selection and execution of all relevant approaches across a wide field.

  • Complexity of Work Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts

  • Essential Skills Demonstrates Problem analysis skills. Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally. Should be able to liaise with the Service Desk operations on critical Quality Assurance requirements and functions

  • Knowledge and Scope of Expertise Demonstrates a good understanding of the relationship of own specialization or area of responsibility to the employing organization as a whole and takes customer requirements fully into account when making proposals and/or carrying out work.

Learning and Development Takes initiative to ensure technical or specialized skills and specializations are kept up to date in line with industry developments.

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