Functions under the Role:
Software QA team, Software Development team, Network Operations Center team, Project Implementation team, Data & Product Repository team and IT Service & Support team
Core job responsibilities
- Oversee key functions within the organization that enable the delivery of a high quality service
- Ensure Service Support and Service Delivery processes are in place to meet business needs
- Establish and manage expectations within the business and drive the teams to achieve those expectations to a high standard
- Take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Monitor, control and support operational service delivery; ensuring systems, methodologies and procedures are in place and followed
- Be accountable for the quality of Service and performance; ensuring future demand from growth is understood and factored into capacity plans
- Drive internal review Meetings covering performance, service improvements, quality and processes
- Build & maintain high performing service teams
- Effectively manage teams including recruitment, mentoring, training, target setting and performance assessment
- Lead the IT Support team to ensure a smooth IT infrastructure eco-system and continually look to improve it.
Skills Required
- Ability to undertake the above responsibilities
- A passion for Service Delivery & Improvement
- Experienced Service Management professional
- Excellent leadership and people management skills
- Excellent written and verbal communication skills
- Willingness to support and mentor junior staff
- Able to work under pressure and meet deadlines
- Able to demonstrate a high degree of flexibility including shift and out of hours working
- Excellent organizational skills
- Self-motivation and able to take responsibility
- Able to demonstrate initiative and a proactive approach
Education and experience
- Minimum of 7 years of Corporate experience in relevant role
- Advanced Degree in Information Technology Management or equivalent