OTC Service Manager

We are looking for an OTC Service Manager. The OTC Service Manager is responsible for overseeing daily OTC operations, coordinating with business stakeholders and technical solution managers, managing operational escalations, and ensuring effective resource allocation and project delivery.

The role acts as a key link between business process owners, technical teams, service managers, project managers, and external vendors to maintain operational stability, manage risks, and drive continuous improvement across the OTC landscape.

The position requires strong OTC functional knowledge, excellent stakeholder management skills, and the ability to operate effectively in a dynamic, global environment.

Roles and responsibilities

1. Managing daily OTC operations, working with technical solution managers and vendors that provide services to us.
2. Coordinating with business (global process leads and owners) about changes , updates and risks that operational topics bring on a weekly basis.
3. Coordinating with other service managers and project managers with regards to allocation of resources (with input from solution managers about complexity) and cross functional topics that are not S4 in nature
4. Key point of escalation for operational concerns (P1s), informing myself and my manager regarding options, timelines, and nature of the concern
5. Tracking of OTC led projects to ensure that the right timelines and resources are allocated to ensure the project ends on time.

Skills

1. OTC experience is a must to properly contextualize the issue, but ABAP debugging is not needed as this a management role
2. Experience in managing a team from different timezones (MX, PH, ES)
3. English is a must.
4. Comfortability in ambiguity and being able to respond to very dynamic situations.