Head of ICT Operations

Job Purpose

Directs and oversees the Infrastructure and Operations team to ensure IT infrastructure and end user support is positioned to meet organizational goals. The role is responsible for the effective and efficient Operations for of customer Network and security IT infrastructure. This is achieved through the effective delivery of IT services through the management and orchestration of people, products, providers/contractors and processes. The role contributes to the development and execution of the enterprise wide ICT strategy. It also ensures its alignment with the enterprise's business strategy and the delivery of capabilities required to achieve business success.

Duties and responsibilities

• Responsible for the overall enterprise-wide effectiveness and efficiency of all infrastructure systems, networks and end user support system and to ensure high levels of functionality, performance, and business alignment.
• Oversees, coordinates, and monitors all support, administration, and operational management activities. Responsible for high levels of infrastructure reliability, availability, performance, problem management / elimination, PCI compliance, and IT disaster recovery.
• In alignment with the architecture functions, the head of operations develops and implements standards, procedures, and operational IT processes. Systematically monitors for problem and opportunity areas and is proactive in assessing and making recommendations for improvement.
• Develops, deploys, and improves the full spectrum of IT operations processes.
• Ensures the infrastructure is designed and managed to achieve and maintain high levels of reliability and performance.
• Ensures all infrastructure systems configuration and operating procedures are fully documented and properly maintained.
• Interacts with and manage outside vendors, outsourcers, and service providers to procure and deliver technology products, services, and contracts. Ensures consistent quality and delivery of service across a tiered IT support model.
• Provides leadership and management in the planning and management of infrastructure operations, production support, systems and database administration, application development, and desktop support.
• Establishes, monitors, and analyses performance metrics and service level agreements to ensure business and customer needs are being properly met.
• Defines, develops and manages a comprehensive and integrated ITSM landscape, based on best-practice processes, disciplines and related toolsets.
• Participates in the assessment of external and internal technology capabilities required to achieve desired competitive positioning.
• Develop partnerships with stakeholders and senior management to remain abreast and assist in the resolution of current issues and challenges.
• Produce timely and relevant status reports including but not limited to time, quality and budget dashboards
• Oversees functional senior managers (IT Infrastructure and security & end user support). End user support functions are delivered via on-perm, third party relationship
• Allocates functional roles, levels of accountabilities and strategic assignments
• Fosters an environment of collaboration and a strong customer service culture
• Sets, monitors, provides and reinforces overall team performance feedback, including performance improvement and decisions/approvals with respect to rewards, redeployment and termination

People/Team Management

• Assess the qualifications of candidates and hire employees to perform job duties to achieve section objectives.
• Perform functions typically associated with managing and leading others, including performance management, recruitment and selection, and compensation and policy administration.
• Set expectations, counsel, commend, and manage employee performance on an on-going basis and in relation to their performance.
• Ensure employees have work plans appropriate for their business function and that the plan is being followed.
• Conduct regularly scheduled meetings with employees to communicate work plans, issues, and other appropriate information.
• Recognize employee achievement.
• Facilitate effective and collaborative working relationships among staff.
• Inspires, motivates and guides team members by fostering commitment, team spirit and trust
• Develops, directs, coaches, mentors and reinforces team members in line with the mission, vision, values, goals and performance standards of formal and informal teams.

Participation/Leadership in Senior Management Meetings

• Participate in management meetings: takes part in open dialogue; communicates information within the organization and provides feedback to the team.
• Drives the adoption and commitment to continual service improvement.
• Provides strategic direction and oversight for the design, development, operation and support of IT systems that fulfil the needs of the business, including the full life cycle of technical architecture, infrastructure engineering, infrastructure operations and IT service support.

Education

• Bachelor's degree in Computer Science, Information Systems or a related field

Experience:

• 10 years of IT technical infrastructure management experience
• Five or more years of leadership responsibilities, managing groups and teams which included responsibility for hiring, disciplining, coaching, rewarding and terminating employees
• Experience in outsourcing and vendor management
• Demonstrated knowledge of the ITSM principles including relevant methodologies, tools and overall discipline
• Demonstrated record of budget and cost management experience
• Experience leading IT transformational initiatives in complex and dynamic environments