• Responsible for developing and maintaining internal and external partnerships and driving team development, as well as for the implementation of standard ITIL processes (release, incident, problem, and change) and establishing and
maintaining efficient procedures and processes.
• Build relationships across multiple teams within the department (BRMs, PMs and BAs).
• Manage vendors and third-party relationships, including service levels, risk assessments, and compliance requirements.
• Manage the organization’s disaster recovery program to ensure data integrity and technology functionality always remains intact.
• Maintain a stable and highly available technical infrastructure, while developing and establishing key metrics for performance and availability. Implementation of long-term strategic and short-term tactical plans that will enable business
success within the function.
• Work closely with senior management across departments to identify, develop, implement and support value-add technology solutions for the organization -Drive the roadmap to streamline, standardize, and strengthen performance,
reliability, robustness and scalability across the company.
• Implements formalised governance and business rules/processes based on collaboration with the Enterprise Architecture teams.
• Establish appropriate levels of governance with respect to the operational performance metrics. This will include the development and management of KPIs and SLA metrics, supported by regularly scheduled reporting of performance for the
following areas:
• IT Service Desk
• Infrastructure Services and Network Availability/Performance
• Application Services.
• Collaborate extensively with the Business Community to capture their expectations and build a roadmap to increase their satisfaction through continuous improvement.
• Leads and provides direction to the Operational Teams. Selects, trains, develops and motivates staff to meet or exceed performance expectations. Participates in budget development and monitoring in support of business initiatives.
Interviews hires, evaluates, manages, and develops staff to ensure accountability for achievement of departmental goals and objectives.
• Collaborates on the deployment of ITSM functions by instituting and demonstrating industry best practices for release, change, configuration, and implementation, and incident/problem management.
• Application:
o Support and End User Services.
o Enterprise Wide Service Levels.
• Infrastructure:
o Data Centre/Cloud services.
o Network services.
o Innovation.
• Leads through inspiration and innovation, turning ideas into reality, replicating the success throughout the team.
• Work closely with the PMO to ensure in-flight projects and initiatives are clearly understood and a fluid framework exists for the transition of completed projects into Service Delivery.

• Bachelor’s degree in computer science or a related field, or an equivalent combination of education and
experience.
• Minimum of 10 years IT experience.
• Minimum of five years IT management experience.
• The ability to manage expectations of senior leaders, report progress and describe initiatives succinctly and
clearly.
• Determine the profile of risks in the estate and devise a strategy to mitigate.
• Experience of a broad range of technologies.
• The ability to develop & mentor members of the team.
• Able to coordinate the activities of a diverse group of engineers, driving discovery, troubleshooting and
resolution steps.
• The ability to cope with rapid change in an organized way.
• Strong leadership presence with high-motivation to meet personal, team and corporate goals.
• The ability to manage many competing priorities.
• Strong communication skills at all levels of the organization.
• Demonstrated ability to provide excellent customer service.
• Experience with people management (coaching, performance evaluation, career planning, project prioritisation,
escalation support during incidents, etc.)
• Detail oriented, process driven, innovative mindset and a deeply ingrained sense of ownership for the services
delivered.