IT Service Management Support Head

Purpose of the Position:

• Responsible for monitoring and ensuring the quality of IT Services delivered to our internal and external customers by managing service portfolio and service catalog, as well as business relationship management and service level management.

Key Responsibilities:

1. Negotiates Service Level Agreement (SLA) and ensures that these are met. - 25%
2. Oversees and ensures that all IT Service Management processes, Operation Level Agreement (OLA), and Underpinning Contracts (UCs) are appropriate for the agreed service level targets. - 25%
3. Ensures to maintain seamless interoperability of the department's section covering System, Database, Research and Development support. - 20%
4. Ensure quality, secure and resilient designs for new and improved services including producing and maintaining all design documentation. - 15%
5. Provides the overall direction of the unit ensuring key result areas and the accompanying action plans are accomplished beyond expectation. - 15%

Scope and Limitations:

1. Plan, Lead, Coordinate and Control all the related activities of the units covered functions and provide final review and approval for each of the personnels deliverables.
2. Reviews, analyzes and organizes the directions of the services rendered in line with the overall objectives
   
3. Formulates and organizes the plans and objectives of the department in terms of SLAs ensuring the OLAs and UCs are aligned with these
4. Formulates and organizes objectives, plans and targets for the unit and breaks this down to each of the personnel within the unit
5. Provides guidance and formulates actions to be taken for internal and external customer servicing to ensure consistent and uniformed delivery of service attuned to the established SLAs
6. Continuously seek new ways to improve the quality of service delivered by the units of the department
7. Ensures the efficient and effective delivery of the products and services through the rendered functions and services of the units of the department
8. Handles difficult situations that affects several units of the company, providing solutions and appropriate action to satisfy and address all concerns
9. Defines new or updates standard operating procedures and guidelines if required to increase productivity and efficiency
10. Assist in the assessment of problem / situation faced and identifies core issues to determine the best course of action in resolving the situation
11. Manages and organizes activities and work that cut across several units towards achieving defined objectives and plans
12. Capable of motivating people in driving them towards the attainment of their overall vision and mission of the department and the company as a whole
13. Capable of delivering presentations to any audience within or outside the company either to promote the company's products and services or explaining any situation / problems being addressed
14. Able to associate and relate the business and technical aspects of the company's products, services and operations to ensure the efficient utilization of resources
15. Requires an adaptive and creative thinking to provide decisive and alternative approaches in process, procedures and guideline formulation as well as in the area of problem solving
16. Able to process and discern what is applicable and best suitable method to be used in the improvement of the services and functions handled
17. Assures that functions and services rendered are accurate and precise to avoid any system outages that affects the company's image and reputation and its overall efficiency
18. Provides monthly report for all SLAs for all units of ITD
19. Evaluate personnel performance and ensure coaching is provided to further align activities in achieving the goals set by the unit
20. Continuously devise and promote cost cutting measures to ensure unit operates within operating budgets set.
21. Perform other duties that may be assigned by the immediate supervisor

Qualifications:

• Must be a graduate of an I.T/ Computer Science or related Engineering or Technology Courses
• Must have at least 5 years of exposure in Data Center Operations / Technical Support related work. With at least 5 years supervisory experience leading a technical team
• Must be a good team player with a customer-oriented attitude and excellent oral and written communication skills. Must possess excellent supervisory skills.
• Must have excellent project management skill and has the capability to handle multiple projects concurrently
• Must have extensive people management skills