Group It Support Services Manager
Year Mumbai, Maharashtra, India
Job Description
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- IT Operational Management , Continual Service Improvement
- Group IT Asset and Configuration Management , Relationship Management
- Service Focus, Technical Understanding, Innovation and Optimisation
Job description
Job Purpose
- Responsible for managing the business demand through IT service delivery across the Group and a fully functioning multi-sourced service support team with a customer-centric support approach across multiple global locations, focused on service availability and performance.
- You will also be responsible for defining Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Main Responsibilities and KRAs
IT Operational Management
- To visualise and articulate problems and solutions, solve complex problems and concepts, and make disciplined decisions based on available information.
- To gather and analyse information using comprehensive tools and techniques; use data to formulate both short-term day-to-day and long-term planning; identify and analyse options; and assess feasibility and operational impact.
- To ensure that all support provisioning aligns with the IT strategic vision and user requirements.
- To identify and recognise viable solutions and controls
- To identify and explore opportunities for IT support services improvements.
- To drive analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services.
- To recognize the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.
- To take ownership of problems and proactively resolve all technical problems, escalating where necessary, to ensure that technical solutions continue to meet business requirements.
- To take full accountability for actions taken and decisions made.
- To conduct life-cycle management for Group wide IT assets including hardware, software, intellectual property, licences and warranties.
- To manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection across the IT asset portfolio.
- To improve investment decisions and capitalise on opportunities.
- To comply with standards relating to IT asset management.
- To capture information relating to assets including identification, classification and specification of all items, and information related to storage, access, versions, etc
- To identify, analyse, manage and monitor relationships with key stakeholders across the wider business.
- To continue to focus on the whole lifecycle of service delivery, from designing to developing to delivering and operating.
- To ensure that IT products, suppliers and vendors come together to deliver an IT service.
- To apply in-depth understanding of Service Management Framework principles specific to Incident, Problem and Change Management processes, and to apply technical knowledge to support with project or programme activities.
- To take incident, problem and change management information and consolidate agreed key performance indicators (KPIs) into product or service measures.
- Provide monthly SLA reports and deliver improvement activities to IT management.
- Maintain the IT dashboard.
- Review and analyse Service Level Reports.
- To deliver the responsibilities and tasks for the role and ensures that you can apply the breadth and depth of technical knowledge you need.
- To stay abreast of industry developments to make cost-effective use of new and emerging tools and technologies.
- Ensure effective evaluation of business risks and issues related to operational incidents and problems.
- Implement appropriate risk management processes and take appropriate and timely actions.
- Define improvements plans on IT Support processes and services and to monitor implementation.
Required Candidate profile
Qualification
Essential
- Minimum 5 years experience of leading a Group Support Function
- Relevant IT related degree
Experience, Competence, Skills & Knowledge
Essential
- Proven experience within Service Management Processes (ITIL), Infrastructure Technology and Workplace Management
- Oversees the management of the Group IT Support Services Team including recruitment, training, development and performance management.
- Ability to translate business requirement into Service Delivery requirements and KPIs.
- Knowledge and understanding of all relevant industry standards.
- Knowledge and understanding of best practices for service management.
- Strong communication skills, including the ability to be influential and persuasive with stakeholders.
- An ability to think critically about systems and to make adjustments consistently as needed.
- The ability to manage time effectively while setting the tone of the team through modeling and leadership.
Personal Qualities
Required for position:
- Positive can do attitude
- Strong Interpersonal Skills
- Written and Verbal Communication
- Excellent Troubleshooting and Problem Solving
- Decision Making
- Critical Thinking
- Strong Teamwork
- Attention to Detail
- Working Under Pressure
- Ability to Meet Goals
- Analytical
- Results Driven
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Job Detail
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Job IdJD3038824
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationMumbai, Maharashtra, India
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EducationNot mentioned
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ExperienceYear