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Careers at Bacardi

Director Global Tech Support & Primo Experience (London or Winchester)

Job Name

Director Global Tech Support & Primo Experience (London or Winchester)


United Kingdom




Information Technology

Reporting Line:

Senior Director Technology AMEA

Job type:

Full time

Lead recruiter:

Lisa Lawson

About the role

Your Opportunity

As Director, Tech Services & Primo Experience, you are leading and managing Tech Services globally – ensuring effective execution of End-users Computing, Network and Collaboration. 

Your role is to ensure best in class delivery of Infrastructure and/or Support/Helpdesk globally - to ultimately design and support the delivery of competitive edge solutions, drive effective adoption by our Primos and deliver world-class tech primo experience for Bacardi. 

About You
  • You will be responsible to deliver key performance targets as defined for the tech services function
  • You will identify opportunities for continuous improvement on service delivery and primo experience
  • You will build and maintain effective relationships with key business partners and the tech leadership team
  • You will lead the tech services organization, ensuring recruitment, and development of the team. 


With our Consumer at the heart, your key focus will be to:

Lead Regional/Global Infrastructure, Operations, Support and Helpdesk (if applicable)
  • Lead the IT Infrastructure, Operations, Helpdesk services in alignment with regional business needs, global IT strategy plan, global IT security and standards 
  • Define regional/global support model, application support and maintenance services leveraging global solutions. Align SLA (Service Level Agreement)
  • Put the right organization and teams in place to capture and dispatch incidents (L1/2/3) related to infrastructure & application issues
  • Nurture very close relationship with IT Service Managers, Solution Managers and Client Managers
  • Ensure regular communication to business and IT stakeholders, reporting data on Support and Operations 
Primo Experience
  • Lead the definition and execution of the Primo Experience initiatives, including defining the roadmap for customized implementation relevant to locations and priority markets/functions.   
  • Ensure effective change management execution for new technology solutions deployed to primos, resulting in appropriate adoption. 
Vendor management
  • Maximize the value of our key partnerships
  • Ensure that the partners deliver services that meet the business requirements and the agreed SLAs. Take corrective actions whenever not the case
  • Align service requirements measures and scorecards with the partners
  • Conduct regular meetings with partners to review performance & SLA
  • Coordinate necessary changes to outsource contract in line with business requirement and global IT strategy
Budget accountability
  • Has overall responsibility for financial (budget/forecast) of your Operations in the RUN budget
  • Manage the vendor budget if applicable
  • Input into global plans based on regional business requirements
  • Drives cost down, responsible for Operations costs optimization
Manage your team and be an IT inspiring leader
  • Create a sustainable talent pool for the Bacardi IT organization, especially in Manila (if applicable)
  • Develop your people and talents. Ensure that there are adequate training opportunities to grow
  • Coach, mentor, provide constructive feedback and develop the IT organization around you

Skills and Experience

The Skills & Experience needed to create your legacy
  • Deep Business Knowledge - Understand the business and business processes
  • Ability to effectively communicate to top management and to end-users
  • Ability to manage, mentor and coach a team 
  • Understanding of IT governance and operations, IT controls (privacy, security)
  • Experience in running Helpdesk/support to end-users, incident management
  • Knowledge of ITIL methodology
  • Good understanding of outsourcing and off shoring, building win/win strategies and contracts with suppliers
  • Experience in project management and team management
  • Experience/exposure to different markets dynamics/specificities/cultures
  • Experience in crisis management, ability to manage the matrix
  • Strong Ability to work remotely, monitor process, progress and results
The following experiences are recommended:
  • Fluent in another language other than English
  • Experience in multiple IT services/programs in the company
  • Experience in leadership roles in international environment
Personal Qualities
  • Belonging: You have a strong capacity to create a culture of ‘Belonging’, where people feel appreciated for who they are, what they do, and who they can become
  • Self-Awareness: You have high levels of self-awareness, are reflective and know yourself well, understanding both your own strengths and weaknesses and your impact on others
  • People Agility: You bring a deep ability to understand and relate to people and navigate through tough situations to harness and multiply collective performance
  • Results Agility: You demonstrate consistent delivery of results in first-time situations by inspiring teams, exhibiting a presence that builds confidence in yourself and others. 
  • Mental Agility: You can think critically to penetrate complex problems and expand the possibilities by making fresh connections. You think strategically whilst being execution focused and bring creativity to the challenges you’re presented with
  • Change Agility: You have a deep natural curiosity, desire to experiment and ability to effectively deal with the heat of change. You have a growth and learning mindset: ready to test, stumble, learn and apply from experience

Our culture

We share the passion and entrepreneurial flair of our founder and are guided by our three culture pillars - Fearless, Family and Founders, they inspire our Primos to be the best they can be and drive us forward in all we do. But what does this mean?

·       Being Fearless; means adopting an agile mindset, being comfortable trying new things and taking risks. We are empowered to question, challenge and innovate.

·       Family; We treat each other, and our communities, like Family. Always.

·       Founders; The spirit of entrepreneurship is at the heart of everything we do. We see the business as if it’s our own. We do the right thing for the business and we all take accountability for our work.

When you join Bacardi, you become part of our family and gain more than just a job.

Disclaimer: Bacardi is an equal opportunity employer that values workforce diversity. Diversity is core to our business: by embedding diversity into all aspects of our culture, we maximize the opportunity to achieve sustainable business success and growth. The duties and responsibilities described in the role profile might not be a comprehensive list.