Cargill CBS Global IT Supervisor in San Antonio de Belen, Costa Rica

CBS Global IT Supervisor

Cargill provides food, agriculture, financial and industrial products and services to the world. Together with farmers, customers, governments and communities, we help people thrive by applying our insights and over 150 years of experience. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work.


This position is responsible for delivering and managing the end-to-end development and operational support services for Infrastructure, Mobility and Apps within Region - LATAM under the functional direction of Global IT Latam Leader ensuring services are: design, build, sustain, pricing, and enhancing the service, including service delivery and cost recovery for Operations/development provided and continuously improving from end to end.

This position will co-lead and drive application standardization for the instance, and will collaborate with Instance Owners, BU leadership and BRMs to understand the business outcomes of the service, and with architects, technology brokers, and external service providers to understand the underlying technologies. This position will track service KPIs to drive ongoing improvements in service delivery performance.This position will be responsible in assistance for setting and executing the strategic vision of the team in cooperation with Global IT Latam lead and NA Portfolio Stakeholders (Operations and Development), ensuring the team is delivering on its promises to the business, and creating a high performing environment through talent management and people leadership.

This position will need to provide broad oversight and guidance for a medium-size team with a moderate scope of activities with Mobility/SharePoint and Apps Service delivery organization, and oversees highly complex application support activities requiring deep and extensive application support knowledge. Regional leads, advises and makes decisions on all major application support activities or projects with medium term outlook. Activities include: relationship and service management, application implementation and release management, break/fix problem resolution, application monitoring and maintenance, and continuous improvement.

Candidates for this position are expected to be advanced professionals with broad application development and project management knowledge.This position is responsible to provide leadership for numerous concurrent projects with a broad range of complexity. This position requires an experienced resource who can partner effectively with multiple levels of the organization, lead others, drive results, proactively identify and resolve problems, and make challenging decisions together and in partnership with Global IT Latam Lead and Development lead.This position is expected to follow the Cargill Project Delivery Process, Enterprise Architecture target architectures and Global IT’s Solution Development (Build) process and standards.

This position will be the key contact with Global Technical Services / Infrastructure and Global IT Latam Operations Lead consuming the service as it relates to delivery of Operations for Technical Services and SharePoint Services, and will need to ensure a comprehensive understanding of the business needs.This position will partner with the Enterprise Process Owners & Managers on application planning and value realization activities.

This position will have responsibilities in the following areas:

  • Participates in developing the service plan strategy with Global IT Latam Lead / Mobility – SaaS & SharePoint Stakeholders.

  • Leadership of development and sustain activities for the instance.

  • Understands IT service cost drivers and connects cost of service to consumption drivers

  • Reviews business requests for service enhancements and undertakes cost evaluation, standards reviews, and prioritization

  • Guides continuous improvement efforts for the Instance.

  • Meets with service architects to discuss impact of new technologies and the architecture roadmap

  • Manages in cooperation with global leads the SLAs for the E2E Service (internal – Business Partners / external – Vendors & 3rd party partners)

  • Drives standardization (versus customization) of the Instance.

  • Regional responsible for cross-Instance alignment with peer E2E Instance owners.

  • Regional responsible for service descriptions for E2E Service Catalogue.

  • Regional responsible for partner relationship management.

Principal Accountabilities:


  • Develops relationships and interacts with application users to develop a deep and extensive understanding of the business and goals. Keeps an open channel of communication with users and provides broad oversight and guidance on application support requests and needs.

  • Provides broad oversight and guidance for a medium-size team which communicates and interacts directly with application users via telephone, email or web interface to provide solutions for moderate to strategic and highly complex application issues, questions or support tickets.

Develops and maintains relationships and acts as an escalation point for internal IT managers and supervisors as well as third-party vendors on highly critical issues.

  • Utilizes deep and extensive application support knowledge to review and/or approve the development and facilitation of application training sessions as requested by business users.

  • Has a deep and extensive understanding of service level agreements to lead and/or act as a key participant in the development and/or approval of service expectations and offerings.

  • Reviews and analyzes the documentation and tracking of support services provided, including incidents and user requests, using

  • Cargill's incident tracking software.

  • Utilizes deep and extensive application support knowledge and is accountable for ensuring application technology complies with Enterprise Architecture framework. Reviews/approves and/or provides input to application framework variances as needed.

  • Participates in working groups to develop or update target architectures.

  • Ability to communicate up, down and across the organization in both business and technical terms


  • Provides broad oversight for release management processes and the programming, configuration, testing and deployment of fixes or updates for application version releases.

  • Includes providing oversight on the installation of patches, updates, and releases on development, test, quality assurance and production systems

  • Leads application development activities and services to meet the needs of the organization. Work could include areas of, but not limited to: application technology strategy, planning and execution, technical analysis and design, configuration and development, application testing, implementation, maintenance and support and resource management

  • Participate in functional and technical design reviews throughout the life of project to ensure that the end to end solution remains aligned to the target architecture. Work across domains to identify and resolve issues and manage inter-dependencies between integration points. Accountable to ensure standards, quality, and integration of the solution meet EA guidelines. Provide feedback to EA team to ensure overall architecture lessons are captured.

  • Performs and/or reviews and approves analysis on highly complex, medium to long-term implementations of solutions considering cost, reliability, performance and business strategy

  • Partners with application development managers and supervisors and provides strategic advice or guidance for new development efforts that will need to be supported.

  • Recommends decisions regarding support transition guidelines.

  • For a medium-size team, oversees moderate to advanced and highly complex change request handling and effective change controls specifically relating to business unit and enterprise-wide implications.

5% Accountability Category #3: BREAK / FIX PROBLEM RESOLUTION

  • Performs broad reviews on incoming incident tickets and/or user requests and ensures they are given the appropriate priority in accordance to service level agreements.

  • Oversees and guides a team in moderate to highly complex incident and problem resolution by troubleshooting or researching technical application issues and offering proactive and reactive application support to the end user.

  • Utilizes deep and extensive application support knowledge to approve and/or develop standards for troubleshooting documentation to assist in the resolution or elimination of incidents.

  • Ensures adequate coverage of application support by working with supervisors and application support analysts to develop an on-call rotation team which responds to critical application issues outside of normal working hours as needed.


  • Provides general guidance and tactical leadership to a team performing moderately to highly complex technical aspects of application upgrades and enhancements

  • Consolidates feedback on recurring incidents and uses a deep and extensive knowledge of problem management methods to prioritize efforts and direct a team in identifying and resolving underlying root causes of incidents.

  • Develops and/or approves processes and procedures and oversees the administration and maintenance of user access for a moderate-size scope of application(s).

10¬countability Category #5: CONTINUOUS IMPROVEMENT

  • Resiliency to learn, recover, and take the risk to grow outside their comfort zone. Adaptable and curious with a strong desire to learn more than taught. Keen sense of priorities coupled with focus on relentless determination. Resiliency to learn, recover, and take the risk to grow outside their comfort zone pursue and reinforce collaboration with a focus on creating a positive customer experience

  • Maintains a close partnership with business managers and supervisors to identify gaps in support processes and direct efforts in developing solutions

  • Identifies collaboration opportunities with other support team managers and supervisors and acts as a lead in the development and improvement of processes, complex enterprise-wide solutions and action on items important to business continuation.

  • Reviews and approves recommended improvements for moderate to advanced and highly complex application- specific support processes and procedures.

  • Utilizes deep and extensive application support knowledge to review and assess the research, evaluation and recommendations of technology solution alternatives.

25% Accountability Category #6: PEOPLE, BUDGET AND RESOURCE MANAGEMENT

  • Oversees general workforce administration policies and programs in the areas of communication, staffing, training, evaluations, disciplinary actions and safety.

  • Lead and implements systems and processes to maintain a highly engaged workforce. Holds direct reports accountable for actively addressing engagement issues and identifies/leverages best practices in engagement or setting and managing the budget for the regional team.

  • May lead the selection of staff and other employees; determines resource needs, plans for future workforce needs, and approves selection decisions.

  • Responsible for aligning overall regional team resources to execute against short term and long-term strategies and meeting application support objectives.

  • Provides general guidance to direct reports in the areas of application support for highly complex, medium-term application support activities and projects.

  • Responsible for financial management and business planning (forecasting, reporting P&L, etc.)


Required Qualifications:

  • Experience inservice delivery management and Service introduction

  • Bachelor’s Degree (±10 years) in IT, or Computer Science

  • 8 years of IT and business / industry work experience

  • 6 years’ experience managing IT Operations applications including support & maintenance

  • 6 years of people management experience.

  • Proven experience of 5 yrs. in development, operations or project management roles

  • Demonstrates ability to lead Change Management efforts

  • Experience with Software Development Life Cycle (SDLC)

  • Knowledge of and experience with ITIL Change Management

  • Ability to Deliver Results (Quality & Benefits)

  • Strong collaboration and influencing skills

  • Demonstrates ability to be successful in ambiguous situations

  • Demonstrates experience owning and negotiating SLA’s/OLA’s

  • Demonstrates experience managing cost/quality/schedule controls

  • Demonstrates experience in multiple areas of operations e.g. Break-fix, Managing Services, etc.

  • Demonstrates leadership skills; ability to lead global teams

  • Experience managing for ITIL processes

  • Experience working in a global, matrixed, leveraged organization

  • Experience anticipating emerging issues, problem solving and implementing new business solutions across process data and technology

  • Experience interacting effectively, confidentially and appropriately with various levels management and customers

  • Experience leading and influencing others, including senior level personnel

  • Established skills in identifying and developing strategies to address change management

  • Preferable experience in the follow technologies: UX/UI – SharePoint on-premise and online, SaaS, Mobility Development, AGILE, SCRUM

  • Ability to work across multiple groups and geographies to solve operations problems and avoid continuity risk

  • Business fluency in English and local languages as defined

  • Ability to travel up to 20%

Preferred Qualifications:

  • Master’s Degree (MBA).

  • 10 years’ experience in IT Operations Development and Service delivery

  • Project management certification preferred

  • Experience in a large SAP environment

Job Information Technology

Primary Location Costa Rica-Heredia-San Antonio de Belen

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: SAN02091