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

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