IT SUPPORT MANAGER (CPG) (REMOTE)

RemoteStar is looking to hire an IT Support Manager (CPG, E-Comm, Retail, FMCG domain with B2B Commerce Solution ) on behalf of our client in Spain. Location: Hybrid working with offices either in Madrid/Barcelona Travel Requirements: This position is expected to travel approximately 50% of the time. Client Details: Leading SaaS tech company , specialising in mobile-supported business process automation with a significant presence in the USA, Mexico, the UK, and Greece. Their global footprint is expanding, with projects in over 27 countries and a user base exceeding 100,000. They are expanding their business in Spain. Responsibilities: • Lead the implementation and management of an European Customer Support Centre offering support to over 25 countries. • Oversee the delivery of N2 and N3 IT Support, including incident logging, follow-ups, and closures. • Assembly, governance, and management of a team working with highly customised and complex B2B software applications, including intricate integrations • Handle the escalation of incidents related to non-user end issues. • Manage and monitor network, server, application, CRM and related issues. • Generate reports on pending tickets at the end of each day. • Foster a culture of extreme ownership within the team. • Ensure compliance with hours tracking, issue resolution status, and resource ownership. • Track resource utilisation against allocation and budget, including project timesheet approvals. • Handle daily operations, implementations, and hypercare, assisting with project planning, tracking, documentation, and status updates. • Facilitate the creation and review of functional and technical design documents for complex projects. • Facilitate end-to-end implementation planning, including project management, issue management, communication, and change management. • Lead the generation of Root Cause Analyses (RCAs) and maintain proactive communication and action, including the detection of potential issues that may impact operations. • Effectively manage large service desks or multiple small to medium-sized service desks. • Exhibit strong project leadership skills, along with a solid understanding of business operations and advanced analytical capabilities. • Establish and maintain trusted advisor relationships with client project stakeholders. • Conduct daily review sessions with the team and manage weekly trackers. • Manage service desk emails and oversee service desk plans, ensuring progress and adjusting schedules as needed. Qualifications & Skills: • Bachelor's degree in Information Technology, or equivalent experience ,ideally from Data Engineering background • 10 + years of experience in Sustain/Maintenance/Support Management. • Exceptional interpersonal skills, with strong written and verbal communication abilities. • Relevant experience with CPG or FMCG or Retail or B2B Commerce domain is mandatory • Experience with sustain in CPG companies is preferred, with experience in CRM implementation, Commerce (digital and physical store), POS, and omni-implementation considered a plus. • Excellent organisational and priority-setting skills, capable of tracking issues, escalations, and resolutions across different regions and solution versions. • Strong stress management skills to handle customer pressure and problem resolutions. • Familiarity with business processes and the impact of our solutions and services. • Ability to liaise with users to ensure satisfactory handling of requests or problem reports. • Proven experience in managing customer-specific Development Operations and Managed Services projects. • Solid project leadership skills, with direct responsibility for managing project teams, budget, and schedule. • Strong negotiation, conflict management, and leadership skills. • Proficiency in managing teams of up to 10+ people. • Ability to produce project plans and estimates, balancing business and team requirements. • Experience in managing and communicating with remote developers during non-traditional business hours. • Ability to thrive in a fast-paced, high-energy, team-oriented environment. • Proficiency in multitasking and performing effectively under pressure. • Language proficiency: Brazilian Portuguese (Preferred), English (Fluency), Spanish (Fluency) • Preferred ITIL Certification and Agile Methodology Certification.