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Role Purpose:

Lead and manage IT operations teams that handle multi-location small services or single location services. This role drives service improvement, operational excellence, and continuous improvement while meeting service level agreements (SLAs) and budget. Accountable for the quality and end results of assigned operational activities, ensuring high service availability and identifying new business.

Key Accountabilities:

• Customer Relationship: Accountable for building and maintaining strong working relationships with key stakeholders, both internal and external, and for actively seeking and responding to customer feedback to improve service delivery.
• Financial Management: Responsible for the effective cost management of managed accounts, including benefits management, ensuring that the operational area remains within budgetary constraints. This includes managing the budgets and expenses, understanding the charging mechanism and its impact on the financial performance of the service, and administering Invoices.
• Profitability: Owns service risks and drives productivity improvements to support operations and increase profitability for the organization. This accountability requires a strong understanding of Profit & Loss (P&L) management and financial reporting and includes recognizing scope creep to ensure cost recovery.
• Seamless Service: Responsible for ensuring seamless, end-to-end service delivery to the customer, managing IT services and support functions through continuous monitoring and ongoing service improvement initiatives.
• SLA Compliance: Accountable for consistently meeting or exceeding all Service Level Agreements (SLAs), ensuring high service availability, security, capacity, and continuity for all assigned services.
• Reporting: Responsible for establishing and overseeing accurate and timely management reporting, conducting regular reviews, and managing change control processes effectively.
• Process Control: Responsible for establishing and overseeing change control processes to ensure the integrity and stability of the IT environment.
• Risks Control: Proactively identifies, assesses, and mitigates risks to service delivery, ensuring robust business continuity plans are in place and regularly reviewed.
• Escalations Management: Ensures that all service issues and exceptions are reviewed regularly and addressed promptly to minimize impact on service delivery.
• Spotting Opportunities: Actively identifies and pursues new business opportunities to expand the organization's service offerings and revenue streams.
• Service Introduction: Responsible for ensuring the smooth and effective introduction of new services into the operational environment, aligning with end-to-end service delivery requirements.
• Continuous Improvement: Promotes and drives continuous improvement initiatives across all managed operations. This includes fostering a digital adoption shift and actively identifying improvements, while also leading efforts for forecasted cost reductions through Automation and AI.
• People Management: Responsible for building, motivating, and developing a high-performing team that fosters a culture of collaboration, innovation, and continuous improvement.
• Efficiency & Productivity:
  Proactively identify and rectify procedural inefficiencies that lead to wasted effort and higher headcount, optimizing resource allocation and enhancing workforce productivity.
• Service Model Acumen:
  Exhibit comprehensive knowledge of the cost model (whether FTE or service-based business model), demonstrating its direct correlation with financial profitability.

Context

• Maintaining Operational Stability
• Executing Established Processes
• Adapting to Defined Changes
• Managing Localized Teams
• Meeting SLAs Within Budget
• Addressing Known Risks
• Implementing Continuous Improvement Initiatives
• Navigating a Matrixed Environment