Job Description

Responsibilities

• Lead the IT Support & Servicedesk support functions across all locations.
• Manage team roaster to ensure consistent support coverage to the business across all locations.
• Owner of the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
• Work closely with the Infrastructure and Development teams on problem management.
• To be the owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
• To be proficient with Industry standard ITSM & IT operational Tools.
• Monitor and audit service delivery; ensuring processes are in place and followed.
• Arrange service review meetings with representatives from internal business units.
• Act as the business owner for the Service Management Platform which used across business units.
• Work closely with the operations and facilities management team to co-ordinate office moves and changes.
• Contribute to IT budget and resource planning and long-term IT roadmap and strategy.
• Support the Business Improvement Team in identifying and coordinating inbound business demand for new solutions.

Requirements

• Degree / Diploma in Computer Science with 8+ years\' experience of managing IT Service Delivery teams with a multi domain environment
• Experience of managing multi-site IT or application support teams.
• Experience of IT asset and license management.
• Experience of creating and managing an IT Service Catalogue.
• Experience in managing process lifecycle.
• Able to coach and develop team members in implementing service management standards and processes.
• Builds and maintains strong stakeholder relationships.
• ITIL Certification
• Prince2 or PMP Certification would be of added advantage

Shortlisted candidates will be offered a 1 Year Agency Contract employment.

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