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Information Systems
WD30079857239 Requisition #

What you will do:



The LATAM Field IT Delivery Lead is responsible for leading the LATAM Field IT Services organization and for overall stakeholder satisfaction with Field IT Service & Support in region. The LATAM Field IT Delivery Lead is a key member of the EMEALA IT leadership team and reports to the EMEALA Director Infrastructure Delivery & Support.

This position partners closely with business unit IT leadership in region to understand the business unit roadmaps and ensure Field IT is positioned to deliver service and support based on their key objectives. This position operates as an extension of business unit IT teams and responsible for representing the Field IT service portfolio and overall service performance in region.  

The LATAM Field IT Delivery Lead owns the overall process design, organization design and change management processes within region based on close alignment with EMEALA Director Infrastructure Delivery & Support. This position is a key contributor to the development of new capabilities as well as continued refinement of our existing services to support business outcomes. This position will be responsible for delivering complex projects utilizing mixed resource models as well as partnering with other IT groups.

How you will do it:

Primary Duties:

  1. Responsible for overall stakeholder satisfaction of Field IT service and support across the LATAM region.

  2. Lead the LATAM Field IT Services team to develop an operation model which allows a flexible and agile delivery/support and integrates with the Enterprise services. 

  3. Develop a service delivery and support model based on business unit needs in region.

  4. Manage and evolve the portfolio to meet business needs which involves participating in strategic planning processes.  Responsible for partnering Functional VPs, GM’s and other key stakeholders.

  5. Collaborate and liaison with multiple partners to drive consistency in Service Delivery/Support approach across JCI (Other IT groups, business units, functions), to build an organization that will service the regional growth strategies.

  6. Collaborate with customers, vendors, industry consultants and senior company leadership to ensure commitment and alignment for the IT Technology Transformation strategy and programs, including the definition of performance metrics and realization of benefits.

  7. Collaborate with internal and external business partners to identify business opportunities that maximize efficiencies and/or potential revenue for individual products and/or product offerings.

  8. Facilitate effective communication between staff, business units, management, vendors and other technology resources within the organization to drive common outcomes.

  9. Develop regional service delivery and support strategy in conjunction with the EMEALA Director Infrastructure Delivery & Support and the Field IT leadership team.

  10. Oversee the hiring, development, performance criteria, performance feedback and coaching of all Field IT personnel in region.

  11. Evaluate existing technology and staffing, research new solutions and technologies and recommend changes based on analysis of their impact to all users requirements.

  12. Prepare, oversee and manage IT resources to budget, including negotiation, procurement and meeting of established internal and external performance standards, to yield the highest possible return on investment.

  13. Manage a diverse portfolio of tasks, quickly mediate between competing priorities, and work collaboratively and effectively with IT colleagues, contractors, and business management both within and across business units and geographic regions. 

  14. Additional job duties as assigned.


Stakeholder Scope

  • 20,000 Johnson Controls employees

  • 133 locations/offices

  • Employees in all business functions: Marketing, Sales, Engineering, Manufacturing, Procurement, Install & Service Operations, Finance, Human Resources, Legal, and Information Technology

    Accountabilities of the LATAM Field IT Lead include:

  • Resolving X Field IT service tickets from Johnson Controls employees per year

  • Leading a 50-person Field IT organization consisting of internal employees and contractors, distributed across 38 locations in the LATAM region

  • Conducting a monthly Field IT Operations Review cadence to manage performance of organization

  • Reviewing and prioritizing Field Project work: Real Estate Moves, New Site setups, Network Infrastructure Refreshes, Server Installs, Cybersecurity mitigations, etc.

  • Coordinating and measuring PC refresh program for 11,000+ devices per year




  1. Bachelor's degree in Computer Science, Business, or similar field required.

  2. 8 - 10 years’ experience in managing IT groups, projects, strategic planning, and technical services for hardware and software engineering, and production support of the technology areas described above.

  3. Proven track record on the development of IT solutions and services in close proximity to the actual business customer.

  4. Strong technical mastery of one or more key technologies and services in the area of End User Computing (PC’s, Tablets, Mobiles, VDI, Desktop IT service and support) and ready to develop his/her technical and service knowledge as part of his/her management responsibilities.

  5. Excellent business management acumen and strong, broad technical background. Able to understand the broader business objectives and business processes that need to be supported by IT and develop effective IT services based on strong technical mastery and understanding of the IT market

  6. Entrepreneurial mind set ready to move projects forward with an ability to make decisions. At the same time possess the right motivational, negotiation and conviction skills to develop a broad, comprehensive support for IT infrastructure solutions delivered by the GI organization.

  7. Develops organizational culture for operational excellence. Instills customer service attitude and work ethic throughout the department.

  8. Effective communicator with both IT technical and business customer audiences. Strong presentation and marketing skills are essential for success in this role. Ability to work in a multinational environment with people from different cultural and professional backgrounds (IT and non-IT). In addition, ability to write effective management and project reports, FIELD IT marketing materials and other relevant business communication.

  9. Strong IT project management skills. Ability to drive multiple, major projects with effective time, financial and resource management. Familiar with business planning, project management methodology and project management tools.

  10. Experience in a global company working across major geographic regions.

  11. Mobility. Location and Travel. Travel within the LATAM geography.








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