ESSENTIAL FUNCTIONS AND BASIC DUTIES: Technology Infrastructure Management: Ensure that IT systems, infrastructure, and data are available and effectively managed to support the evolving needs of the business. Continuous System Improvement: Oversee the maintenance, upgrades, and monitoring of all technology systems to maintain optimal performance and security. Service Desk Management: Lead the ongoing improvement of the Service function, ensuring SLAs with solution partners are met and exceeded. Adopt New Technologies: Collaborate with IT teams to evaluate and integrate new technologies that support business growth and operational efficiency. Feedback and Quality Management: Gather customer feedback, identify areas of improvement, and implement enhanced processes to drive service quality and customer satisfaction. Client and Stakeholder Management Client Relationships: Build and maintain strong relationships with clients and stakeholders, understanding their requirements, managing expectations, and ensuring satisfaction through effective service delivery. Communication & Reporting: Keep stakeholders well-informed with regular communication on project progress, setbacks, and milestones. Vendor and Partner Management: Manage multiple vendors to ensure alignment with business and technical objectives, including monitoring and reporting on service levels and performance. Project and Process Management Project Coordination: Oversee multiple projects simultaneously, ensuring resource allocation, timelines, and deliverables are aligned with business objectives. Development of Business Requirements: Collaborate with product and technical teams to develop business requirements that support new product development across multiple technology partners. Integration and Collaboration: Ensure robust integration plans are in place and work closely with ICT and application development teams to deliver effective solutions. Service Improvement: Implement continuous improvement initiatives, proactively identifying areas for process enhancements and driving operational efficiency. Incident and Problem Management Critical Incident Management: Take ownership of critical incidents, ensuring effective communication between resolution parties and stakeholders, and conducting thorough post-incident reviews. SLA and Service Performance Monitoring: Conduct regular reviews of SLA performance, ensure adherence to service credits, and maintain thorough documentation of service-related incidents. Service Management: Ensure high-performance levels for service-related processes, driving improvement activities where necessary. Problem-Solving: Analyse complex service delivery challenges, proposing effective solutions, and making quick decisions to resolve service issues. Service Optimisation: Continuously evaluate internal and third-party processes, driving service delivery optimisation and efficiency Best Practices: Embed industry best practices into daily operations and service management processes, consistently seeking ways to elevate service delivery standards. Requirements Bachelors Degree in IT or Information systems or Business management 7 Years’ experience in a similar role Knowledge and Experience Experience or familiarity with process management and/or continuous improvement. Strong analytical and quantitative skills. Experience on statistical and/or data management tools. Ability to meet deadlines in a fast-paced changing environment. Excellent planning, prioritisation, and organisational skills. Excellent interpersonal and verbal & written communication skills. Demonstrated collaboration, negotiation, and conflict resolution skills. Analytical, problem solving & root-cause analysis skills. Strong interpersonal, communication, and leadership skills with the ability to influence and collaborate across teams and stakeholders. Demonstrated capability in critical thinking, problem-solving, and root-cause analysis. Strong understanding of IT systems, infrastructure, solution architecture, and emerging technologies, with the ability to bridge business and technology perspectives. Understanding of business processes & policies. Organised and structured personality. Experience in decision-making, resource planning, and service performance management. Innovative / Creative thinker. Analytical skills. Coaching and mentoring. Decision Making. Strong planning, prioritisation, and organisational skills. Continuous improvement. Excellent report writing, financial acumen, and operational knowledge.

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