Solution Manager at OPAL - RT driving energy simulation solutions and market strategies while collaborating with cross - functional teams.
About the role
- IT Services Manager responsible for the end-to-end service delivery of billing systems in Latin America. Leading multi-stakeholder teams and ensuring high client satisfaction.
Responsibilities
- Ensure continuous and efficient service delivery, meeting SLAs, KPIs and quality standards.
- Act as the end-to-end service owner, from deployment through ongoing operations.
- Monitor incidents, problems and requests, coordinating action plans and continuous improvement.
- Lead root cause analyses (RCA) and define preventive actions.
- Lead and coordinate billing system deployments across different countries.
- Plan and oversee configuration, testing and tax and operational validations.
- Ensure a successful go-live, service stabilization and transition to operations.
- Validate billing processes, integrations and local tax rules with technical and functional teams.
- Serve as the primary point of contact for internal and external clients, ensuring clear, structured and frequent communication.
- Conduct follow-up meetings, service committees and status reporting.
- Proactively manage expectations, risks and dependencies.
- Ensure high levels of client satisfaction.
- Lead and coordinate multidisciplinary teams, both internal and external.
- Ensure alignment among development, infrastructure, support, finance and tax areas.
- Guarantee compliance with processes, methodologies and Service Delivery best practices.
- Act as an operational and management reference for the team.
- Define, monitor and improve service quality and performance indicators.
- Ensure compliance with internal policies, audits and regulatory requirements.
- Support process standardization for regional operations in Latin America.
- Contribute to the evolution of the governance model and the operational maturity of the service.
Requirements
- Advanced/Fluent Spanish
- Solid experience in Service Delivery / IT Service Management.
- Experience deploying and operating critical systems, preferably billing or financial systems.
- Experience in large-scale, complex corporate environments.
- Experience managing incidents, problems, SLAs and KPIs.
- Experience leading teams and coordinating multiple stakeholders.
- Analytical skills and data-driven decision making.
- Experience in multicultural environments and regional operations (Latin America).
- Knowledge of financial and/or tax processes.
Benefits
- Health insurance and dental care
- Meal/Food allowance loaded on a Flash card
- Commuting allowance or mobility assistance
- Hybrid work allowance
- Gympass / Wellhub
- Life insurance
- Extended maternity/paternity leave
- Partnerships and discounts across education, health and leisure (universities, language schools, gyms, health clinics...)
- Continuous feedback culture, including: semiannual feedback, 1:1s, Individual Development Plan (IDP) and BHS Experience.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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