- Manage the delivery of IT Infrastructure operations including responsibility for the compliance of quality and operational delivery metrics as well as operating efficiency goals.
- Act as a focal point for all IT Infrastructure operations related enquiries and issues. Adhering to ITIL and change management processes. Managing requests, incidents to minimize downtime, risks, and client impact.
- Ensure that the ongoing operations and support meet agreed client requirements. Operations management cover:
- Service Desk; Event, Incident, Request Fulfilment, Problem, and Access Management
- Capacity and Performance Monitoring; Change, Release, Deployment, Demand and Workload Implementation
- Maintaining Availability (based on Service Design) and Knowledge Repositories
- Testing and Executing System and Service Recovery Plans based on DRP or BCP - Identify opportunities for operational improvements, discuss with the client and raise the changes for assessment if appropriate.
- Liaise with the appropriate process owners throughout the Service Management lifecycle.
- Solicit required data, statistics, and reports for analysis and to facilitate effective operational monitoring and performance.
- Accountable to the Operations Director or Designate for the operations.
- Oversee the day-to-day operations of the delivery team(s) and coordinate the execution in accordance with contracted terms. Day-to-day operational activities cross multiple client solutions. Managing engineering / technical resources with help of team leads.
- Ensure the successful handover of any projects into the Service Delivery and Support structure with the objective of providing the client with an effective transition into operations. Manage the operational performance of services and ensure that Service Levels are achieved.
- Proactively identify opportunities for further expansion or improvement of operations delivered to the client. Working with the different practices and automation team to digitalize, automate operational activities.
- Proactively identify risks to the operations provided and work with the client to mitigate those risks.
- Ensuring documentation delivered is in accordance with defined standards, complete and accurate.
- Ensure that effective communication on the operations delivered is provided to the client (including monthly or weekly operations delivery reports) with the agreed timeframes.
- Ensure that regular reviews of the operations are conducted to maintain alignment between the services and the expectations of the client.
- Produce and deliver standard and ad/hoc reports, discuss operations delivery, and manage issues in a timely fashion.
- Develop and manage operational delivery metrics to identify trends and process improvement opportunities with the client.
- Work with client or counterparts across the organisation to ensure effective execution of operational strategies and goal alignment.
- Liaise with colleagues and other departments to support open communications and exchange of information.
- Participate in client presentations.
- Provide effective management of ITIL based processes to ensure successful delivery of operations and initiate solutions to improve quality and productivity. Ensure optimal utilization of resources to deliver within agreed and committed service levels. Being involved in operational concerns for architectural decisions. Maintaining a good visibility of operational scope, acquainting team with consistent tools / systems.
- Participate in recruitment and leadership activities, providing performance feedback and developmental coaching.
- Manage delivery team and activity to ensure operational effectiveness; develop, coach, reinforce and manage operational standards, policies, and procedures.
- Translate business goals into individual goals for team members and hold people accountable for achievement of those goals.
- Monitor and improve team performance, providing leadership, coaching, and performance management.
- Support team through morale building and maintaining a continuous learning environment.
- Must be able to work in a high-stress-fast-paced environment.
Skills & Requirements:
- Degree in IT or relevant discipline.
- At least 6 – < 8 years of IT Infrastructure Managed Services working experience in a multi-disciplinary (Data Centre Operations, Network, Storage, Server, Middleware) environment.
- At least 4 – < 6 years of experience managing mid to high-level complexity IT Infrastructure operations.
- People management skills (managing 31 – 60 team members, leads and managers, across 2 – 3 functions/streams).
- ITIL v3 or 4 Foundation Certification. ITIL v3 or 4 Specialist Certification.
- Proficiency in at least two of the technical competencies in System OS (RHEL, Windows), Database, Storage Systems, Cyber Security, Virtualisation, Data Centre Operations, Software Distribution, PKI, Network.
- Innovative, out of the box thinking.
- Good client management experience and skills.
- Technical inclination.