Job description
Job Purpose
Responsible for managing the business demand through IT service delivery across the Group and a fully functioning multi-sourced service support team with a customer-centric support approach across multiple global locations, focused on service availability and performance.
You will also be responsible for defining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Main Responsibilities and KRAs
IT Operational Management
To visualise and articulate problems and solutions, solve complex problems and concepts, and make disciplined decisions based on available information.
To gather and analyse information using comprehensive tools and techniques; use data to formulate both short-term day-to-day and long-term planning; identify and analyse options; and assess feasibility and operational impact.
To ensure that all support provisioning aligns with the IT strategic vision and user requirements.
To identify and recognise viable solutions and controls
Continual Service Improvement
To identify and explore opportunities for IT support services improvements.
To drive analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services.
To recognize the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
To take ownership of problems and proactively resolve all technical problems, escalating where necessary, to ensure that technical solutions continue to meet business requirements.
To take full accountability for actions taken and decisions made.
Group IT Asset and Configuration Management
To conduct life-cycle management for Group wide IT assets including hardware, software, intellectual property, licences and warranties.
To manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection across the IT asset portfolio.
To improve investment decisions and capitalise on opportunities.
To comply with standards relating to IT asset management.
To capture information relating to assets including identification, classification and specification of all items, and information related to storage, access, versions, etc…
Relationship Management
To identify, analyse, manage and monitor relationships with key stakeholders across the wider business.
Service Focus
To continue to focus on the whole lifecycle of service delivery, from designing to developing to delivering and operating.
To ensure that IT products, suppliers and vendors come together to deliver an IT service.
Service Management Framework Knowledge
To apply in-depth understanding of Service Management Framework principles specific to Incident, Problem and Change Management processes, and to apply technical knowledge to support with project or programme activities.
Service Reporting
To take incident, problem and change management information and consolidate agreed key performance indicators (KPIs) into product or service measures.
Provide monthly SLA reports and deliver improvement activities to IT management.
Maintain the IT dashboard.
Review and analyse Service Level Reports.
Technical Understanding
To deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need.
To stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
Innovation and Optimisation
Ensure effective evaluation of business risks and issues related to operational incidents and problems.
Implement appropriate risk management processes and take appropriate and timely actions.
Define improvements plans on IT Support processes and services and to monitor implementation.
Required Candidate profile
Qualification
Essential
Minimum 5 years experience of leading a Group Support Function
Relevant IT related degree
Experience, Competence, Skills & Knowledge
Essential
Proven experience within Service Management Processes (ITIL), Infrastructure Technology and Workplace Management
Oversees the management of the Group IT Support Services Team including recruitment, training, development and performance management.
Ability to translate business requirement into Service Delivery requirements and KPIs.
Knowledge and understanding of all relevant industry standards.
Knowledge and understanding of best practices for service management.
Strong communication skills, including the ability to be influential and persuasive with stakeholders.
An ability to think critically about systems and to make adjustments consistently as needed.
The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Personal Qualities
Required for position:
Positive can do attitude
Strong Interpersonal Skills
Written and Verbal Communication
Excellent Troubleshooting and Problem Solving
Decision Making
Critical Thinking
Strong Teamwork
Attention to Detail
Working Under Pressure
Ability to Meet Goals
Analytical
Results Driven
Email CVs to [email protected]
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