YOUR PROFILE

• Extensive experience supporting/administering large scale IT infrastructure and Cloud Services
• 10 -12 years’ experience in a hands-on support lead/manager role
• Experience in leading, managing and mentoring support teams
• Highly experienced in Incident and Problem Management
• Experienced in providing services to agreed SLA’s and OLA’s
• Extensive knowledge and experience in information technology operations management using ITIL with knowledge of the full IT lifecycle
• Demonstrable experience in influencing conflict resolution
• Excellence in customer service with the ability to develop partnerships with key stakeholders and business units
• Ability to plan and deliver oral and written communications that are impactful and persuasive to the intended audience
• Ability to multi-task, work under pressure and to tight deadlines
• Committed to ethical practice, equity and diversity
• Excellent interpersonal, presentation, negotiation and liaison skills
• Strong organisational and planning skills
• Detail oriented and diligentEntrepreneurial by nature with a strong sense of ownership. Extensive problem solving and excellent analytical skills

QUALIFICATIONS AND ACCREDITATIONS

• Tertiary qualifications at degree level in information technology, or extensive proven direct relevant experienceITIL v3 or V4 Practitioner or Expert Certification

YOUR ROLE

You are responsible for the quality provision of service, as well as for managing and reporting on it. You will oversee the execution of day-to-day operations to ensure contractual commitments are met. You proactively manage the day-to-day relationship with the client representatives to ensure a high level of satisfaction, and you ensure that continuous improvements are put in place to help ensure the continuity of our contracts. You work closely with others to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new business.

OWNERSHIP AND ACCOUNTABILITY FOR THE FOLLOWING:

• Ensure that client infrastructure is maintained and supported to achieve an efficient and effective delivery of services aligned to contractual obligations (Service Levels, KPIs, plus others)
• Manage cloud and infrastructure configuration and upgrades, problem analysis and resolution for complex problems, in conjunction with clients and external service providers where necessary
• Define, develop, and provide problem analysis and resolution services for complex cloud and infrastructure problems in conjunction with clients and 3rd party suppliers
• Lead and prioritise the team’s work load; ensure mechanisms are in place to plan, maintain and track a dynamic view of work priorities and team availability
• Ensure support is maintained to the highest possible standard with maximum levels of attainable productivity and efficiency
• Plan stakeholder management in conjunction with the Account Team
• Develop strong working relationships with key stakeholders to understand and ensure that the technology and support needs are identified and understood
• Inspire confidence and urgency within the team for the delivery of timely, high-quality service
• Foster a culture of continuous improvementEngage, support, motivate and develop capability and potential in the team