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Summary Role Profile/Job Responsibilities
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Key Responsibilities:
1. IT Service & Support Management:
- Lead and manage day-to-day IT operations, ensuring reliable performance and efficiency of systems.
- Oversee IT maintenance, troubleshooting, and enhancements to minimize downtime and improve user experience.
- Implement operational processes and frameworks to support organization-wide IT initiatives.
- Ensure the availability of IT support services, including a helpdesk for technical issues and incident resolution.
- Develop user support protocols and oversee ticket resolution to maintain high service quality.
- Advocate for team training and knowledge-sharing to enhance support expertise.
2. Project Management Office (PMO):
- Establish and lead the PMO to oversee planning, execution, and delivery of IT projects.
- Ensure project management methodologies are applied (Agile, Waterfall, etc.).
- Track project scope, budgets, and schedules to deliver projects successfully.
- Collaborate with stakeholders across teams to prioritize IT initiatives.
4. Quality Assurance:
- Define and implement IT quality standards for systems and projects.
- Oversee testing procedures to validate reliability, functionality, and scalability of IT solutions.
- Collaborate with development teams to identify and resolve software/hardware issues before deployment.
6. Vendor Management:
- Develop and maintain strong relationships with external IT vendors, service providers, and consultants.
- Evaluate vendor capabilities, negotiate contracts, and ensure vendor alignment with organizational goals.
- Monitor the performance of vendors against Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Serve as the point of escalation for vendor-related issues and disputes while ensuring timely resolution.
- Regularly review vendor performance to assess risks, optimize costs, and identify opportunities for process improvement.
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Skill Sets Required
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Program Management:
- Expertise in planning, executing, and managing IT programs and projects.
- Ability to develop and track project timelines, deliverables, and budgets effectively.
- Skilled in risk management, mitigating issues, and ensuring project objectives are met.
- Proficiency in project management tools such as JIRA, MS Project, or Trello.
Quality Assurance:
- Proven ability to design and implement quality and control standards across IT operations.
- Experience with frameworks like Six Sigma, ISO standards, or other methodologies to ensure operational effectiveness.
- Focused on process improvement to optimize IT operations efficiently.
IT Service & Support:
- In-depth knowledge of ITIL practices, including Incident Management, Problem Management, and Change Management.
- Experience managing helpdesk operations, ticketing systems, and ensuring service delivery met SLAs.
- Ability to lead teams in resolving complex technical escalations and providing proactive IT support solutions.
Leadership & Collaboration:
- Proven ability to lead cross-functional teams, foster collaboration, and manage stakeholder relationships.
- Exceptional management skills to motivate and guide teams toward achieving organizational goals.
- Strong decision-making abilities and ability to delegate effectively.
Communication Skills:
- Excellent verbal and written communication skills to interact with technical teams, executives, and end-users effectively.
- Ability to present complex technical concepts in a simplified manner to stakeholders.
- Skilled in negotiating contracts, managing vendor relationships, and aligning IT strategies with business goals.
Additional Technical Skills:
- Proficiency in enterprise tools such as Active Directory, Microsoft 365 Suite, SQL databases, and monitoring tools (e.g., SolarWinds, Nagios).
- Familiarity with automation tools like Ansible, Kubernetes, or Docker for improving operational efficiencies.
- Understanding of scripting languages (e.g., Python, PowerShell) to automate tasks and improve system management.
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