About the Role
The Manager of the Group Digital Operations Center will lead a dedicated team that focuses on the monitoring of digital services including Network, Infrastructure, and Applications. The primary responsibility is to manage incidents effectively and ensure the implementation of digital service management practices. The role involves overseeing the identification, evaluation, implementation, and standardization of service management processes and related tools, aimed at maintaining the effectiveness of these processes across the company and its Group Companies. A commitment to 24x7 monitoring of digital services is crucial, alongside efficient management of incident response and stakeholder engagement to ensure effective incident management.
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Key Accountabilities
- Plan, organize, and manage staff and operations to ensure the stability of the organization's infrastructure, network, and applications.
- Analyze and prioritize potential interruptions in applications, infrastructure, and network to provide technical guidance and manage communications with stakeholders, including delivering root-cause analysis following best practices.
- Develop team schedules, including shifts and vacations, to ensure around-the-clock monitoring of digital services.
- Drive team workload management and balance tasks among team members.
- Develop and maintain documentation for Change Management, Event Management, and Incident Management processes.
- Create and uphold Standard Operating Procedures based on best practices.
- Evaluate team capabilities and implement cross-functional training to build a resilient service.
- Mentor and coach team members, providing timely and constructive feedback on performance.
- Serve as the main contact for Change Management, Event Management, and Incident Management, handling escalations as needed.
- Monitor the effectiveness of service management practices and recommend improvements in collaboration with analysts for Service Monitoring, Incidents, and Application Performance.
- Develop and track daily dashboards of SLAs and KPIs, ensuring achievement of performance targets.
- Identify and coordinate support for resolving digital service issues and engage relevant teams as necessary.
- Conduct regular reviews of events to enhance monitoring quality and prevent future incidents.
- Manage onboarding of new team members and oversee HR-related activities for onsite resources, including performance evaluations and vacation approvals.
Digital Strategic & Tactical Planning
- Contribute to the development and implementation of the Group Digital Strategy, ensuring alignment with monitoring solutions.
- Consult with senior management to ensure successful translation of digital strategy components into operational services.
- Regularly review the Digital Strategy to maintain alignment with business objectives.
Business Enablement
- Lead the implementation of emerging technology solutions, including cloud and advanced security analytics.
- Manage identification of potential use cases for digital enablement across the organization.
- Develop and advocate for new business cases in collaboration with stakeholders.
Digital Business Relations
- Act as a trusted advisor and primary contact for business line managers regarding digital services.
- Facilitate communication between business needs and technology solution providers.
- Lead feasibility studies to assess the viability of digital solutions for business enhancement.
- Promote digital solutions broadly to enhance utilization of digital resources.
Digital Investments Planning, Management & Control
- Focus on cost optimization and value delivery in managing the Digital Operations Center.
- Oversee the design and implementation of digital services ensuring they support business objectives.
- Collaborate with stakeholders to improve business processes and maximize digital systems utilization.
Digital Products and Services
- Advise on technology risks and benefits to enhance business performance.
- Coordinate development of multi-year capability roadmaps within enterprise architecture.
- Work with digital teams to build a comprehensive Service Catalogue.
Stakeholder Management
- Anticipate business needs and propose relevant digital products and services.
- Foster strong partnerships with the business to prioritize technology demands effectively.
Group Digital Modernization & Information Security
- Lead digital transformation initiatives emphasizing cost optimization and security.
- Collaborate on business continuity plans and ensure the resilience of digital services.
- Ensure compliance with security architecture and conduct regular risk assessments.
Relationship and Vendor Management
- Establish effective relations with internal and external stakeholders while ensuring ethical standards in service delivery.
- Conduct market analysis for technological developments and negotiate favorable vendor contracts.
Knowledge Management & Additional Duties
- Promote a culture of knowledge management and continuous improvement within the organization.
- Uphold security policies and contribute to the overall mission of the organization through effective operational oversight.
Qualifications, Experience, Knowledge & Skills
Minimum Qualification
- Bachelor’s degree in Information Technology, Computer Science, or related technical discipline.
Minimum Experience & Knowledge & Skills
- 15 years of experience leading a support/operations team of 5 or more members.
- Familiarity with digital service monitoring tools and an understanding of service management processes.
- In-depth knowledge of infrastructure, applications, and service level monitoring practices.
- Practical experience with leading enterprise monitoring systems and expertise in Event, Incident, and Problem Management.
