Proven experience in IT Service Management.
Effective leadership and team management skills to coordinate cross-functional teams and drive collaboration.
Demonstrate a deep understanding of ITIL framework and practices to ensure effective IT operations.
Experience of working in technical teams delivering complex solutions.
Strong interpersonal, negotiation and influencing skills and experience of liaising with senior stakeholders to deliver activities.
Strong analytical and problem-solving abilities to identify process bottlenecks and implement improvements.
Project management skills with the ability to prioritise tasks and manage multiple initiatives simultaneously.
Excellent communication skills, both written and verbal, to convey complex technical information clearly to various stakeholders.
Be able to demonstrate evidence of delivering successful target operating model improvements.
Adept at using relevant software tools and platforms for asset management, knowledge base management, project management, and more.

Desirable skills:

IT Project Management expertise
ITIL Certification
In depth knowledge of the agile delivery cycle.
Worked with a Managed Service Provider in a previous role.

Responsibilities

About You

Proven experience in IT Service Management.
Effective leadership and team management skills to coordinate cross-functional teams and drive collaboration.
Demonstrate a deep understanding of ITIL framework and practices to ensure effective IT operations.
Experience of working in technical teams delivering complex solutions.
Strong interpersonal, negotiation and influencing skills and experience of liaising with senior stakeholders to deliver activities.
Strong analytical and problem-solving abilities to identify process bottlenecks and implement improvements.
Project management skills with the ability to prioritise tasks and manage multiple initiatives simultaneously.
Excellent communication skills, both written and verbal, to convey complex technical information clearly to various stakeholders.
Be able to demonstrate evidence of delivering successful target operating model improvements.
Adept at using relevant software tools and platforms for asset management, knowledge base management, project management, and more.

Desirable skills:

IT Project Management expertise
ITIL Certification
In depth knowledge of the agile delivery cycle.
Worked with a Managed Service Provider in a previous role.

About the Role

Manage a team of IT professionals, providing guidance, performance feedback, and professional development opportunities whilst creating a sense of teamwork by pulling together colleagues with differing skillsets and expertise.
Implement processes for tracking procurement, deployment, maintenance, and retirement of all IT assets including hardware, software, and licenses. This will require collaboration with our managed service provider.
Act as the ITSM tool global administrator, assisting country program offices with maintenance, support, access, development of processes & training.
Develop, update, and enforce IT policies and procedures in alignment with industry standards and organisational goals.
Manage the IT departments hub on the internal intranet platform, ensuring that it provides up-to-date information, news, and resources to employees.
Oversee the transition of completed IT projects from the internal IT operations team, with potential collaboration from 3rd parties to the MSP service delivery team.
Collaborate with the finance department to code, integrate, and maintain IT-related financial transactions in the organisation's financial systems ensuring accurate allocation of costs, budgets, and expenses related to IT operations.
Provide oversight and leadership to the Global IT Operations team to ensure a high-quality service is delivered that meets the needs of the stakeholders.
Establish and maintain a centralised knowledge base repository containing technical documentation, troubleshooting guides, best practices, and user manuals.
Ensure that IT policies are communicated effectively to all relevant stakeholders and are consistently followed.
Evaluate and implement automation tools and technologies to streamline repetitive tasks, improve efficiency, and reduce human error.
Develop technical relationships with key suppliers and business partners.
Ensure that project handover agreements are clearly defined, detailing responsibilities, documentation, support processes, and timelines.
Develop and manage the IT operations budget, identifying cost-saving opportunities without compromising service quality.
Organise the establishment and configuring of training resources for global IT staff as required.

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