About the Role
Jobholders at this level serve as sources of expertise responsible for developing frameworks, policies, and operational plans. They analyze complex issues, understand business needs, integrate multiple concepts, and translate them into actionable steps to enhance function performance.
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Job Responsibilities
IT Service Management
- Conduct benchmark research, collect business users' operational needs, and define, maintain, and update the company IT & Digitization services offerings.
- Collaborate with business users and relevant IT functions to challenge and understand requirements, formulating the company IT & Digitization service catalogue.
- Receive and assess change requests related to IT services, updating the IT service catalog post-implementation and acceptance.
- Gather business requirements and customer needs, creating an IT service portfolio that meets them.
- Understand IT & Digitization strategy and objectives; collect performance data and set IT service KPIs to meet business and operational objectives.
- Monitor and analyze Service Level Management (SLM) processes, negotiate IT Technical Service Level Agreements (SLA) with providers and internal stakeholders.
- Gather inputs to measure adherence of stakeholders and service providers to the developed KPIs.
- Monitor IT & Digitization service performance, generating reports against KPIs and communicating results to stakeholders.
Organization and Operations
- Follow relevant policies, processes, and standard operating procedures to ensure controlled and consistent work execution.
- Help solve escalated problems and support junior team members to ensure efficient work.
- Escalate complex problems to the appropriate person to ensure resolution.
- Perform other duties as requested.
People Management
- Train junior staff on various job activities to ensure knowledge transfer.
- Provide clear direction, prioritize tasks, assign responsibilities, and monitor workflow of subordinates.
- Support junior staff or direct reports in executing their duties per set policies and processes.
Education
- A Bachelor’s degree in Computer Science, Information Technology, or equivalent is required.
- A Master’s degree in Information Technology Management, Computer Science, Business Administration, or equivalent is preferred.
Experience
- A minimum of 6 years of relevant experience is required.
Competencies
- Collaboration and Communication - Proficient
- Customer Focus - Proficient
- Enablement of Change and Innovation - Proficient
- IT Compliance - Advanced
- IT Strategy and Architecture - Advanced
- Negotiation and Influence - Advanced
- Professionalism - Proficient
- Project Management - Advanced
- Results Oriented - Proficient
- Vendor Management - Advanced
