Green Light Worldwide

About Green Light Worldwide

1. IT Service Management / Assurance Strategy The Director, IT Operations is accountable for the development and successful execution of the overall Service Management / Assurance Strategy for Group IT. You will continually assess and evaluate ALL domains, and plan the roadmap of service management at Group IT level. In addition, you must have good industry knowledge and trend to “predict” and provide forecast of how Group IT can innovate to support our customers (i.e. Consumer etc) in their digitalization of business and deliver sustainable capability improvements in Service Management / Assurance underpinning both current and horizon IT strategy objectives. The Director, IT Operations needs to be a specialist who has a strategic approach, can develop and establish strategies that best position GIT with key internal and external stakeholders in order to achieve the best outcomes for the business. Of particular importance will be your ability to influence others and provide strategic advice and consulting as a Service Management / Assurance expert. The Strategy covers improvements in: Process: design, development, delivery and continuous improvement of Service management/assurance processes across GIT through use of technical automation, operational best practice and Lean methodologies - including: Service Desk, Incident, Problem, Event, Service Request, Configuration, Change, Release, Knowledge, Service Level, Capacity, IT Service Continuity and Access Management as well as additional service management processes required by the business Tools: selection and implementation of Service management/assurance process automation tools and technologies aligned with the ITIL Service management/assurance framework i.e. HP Service Manager, HP OpenView, CA workload Automation, Avatier AIMS, etc People: allocation of functional responsibilities, team and role definitions, KPI development, as well as defining management and individual performance reporting and measurement The Director, IT Operations will also play a key governance, consultative and support role across Group IT as well as businesses and Networks, to ensure external strategies and actions do not adversely impact the quality of operations delivered. For this to happen, the incumbent is required to understand the end to end business processes and system design / integration in each Group Business Unit (GBU) and providing active and engaged leadership with businesses and Group IT teams. Therefore your ability to influence key opinion leaders as well as the ability to think on your feet, present clear and effective arguments and provide constructive issues management leadership to minimise risk to the business are essential attributes for this role. Knowledge of the industry,its business units, its networks, products and services are advantageous. 2. IT Service Management / Assurance Systems The Director, IT Operations is accountable for the delivery, support, maintenance and enhancement of the various Service Management / Assurance tools and technologies. Key outputs will therefore include: Maintain and improve the efficiency, operational effectiveness, availability (including IT Service Continuity capability), performance, security and reliability of the Service Management / Assurance technologies within Service Levels and budget Ensure that the Service management/assurance tools and technologies are at supported levels and have sufficient capacity so as to not impede business usage. Ensure that growth and remediation capital is allocated and executed efficiently to maximize the reduction in operational risk across the application portfolio. 3. IT Service Management / Assurance process policies, governance models, metrics and performance reportingThe Director, IT Operations is accountable for the development and implementation of process policies to deter Service impacting behaviours and encourage process compliance. You will be accountable for implementing a governance model for each Service Management / Assurance process and function to ensure the right people, most importantly the business, are involved at the right time in making decisions that will impact business operations. You will also be accountable for ensuring that relevant process metrics, IT and business focused KPIs, are developed, monitored and reported to provide management information, identify performance issues and support day to day operations, driving the right behaviours in IT Service Management / Assurance across Group IT. 4. Improve the group Service Management / Assurance capability The Director, IT Operations will work collaboratively across the group to maximize opportunities to develop and improve the group’s overall Service Management / Assurance talent, tools and processes. This role will require an experienced incumbent who is able to manage input from multiple stakeholders, with varying priorities and at times competing demands. The individual must have had experience working across different cultures and countries. You will set the operational architecture for the delivery of IT-based services to Group, including all aspects underpinning the end to end support model for its delivered services. This function plays a significant role in the successful delivery of new services and functions into the Group. The role also needs to; To ensure continuous process improvement and service level standard to achieve optimal efficiency, increase productivity and meet high customer expectation and satisfaction. To maintain good working relationships and open communication channels with other teams and domains and ensure work processes are in place for well-planned end to end service management To liaise with other Department Heads on business requirements to ensure that the overall IT systems are an integrated one To keep abreast of new technology and recommend the implementation of the latest technology to increase the productivity and service standards of line departments The Service Management and Assurance role will give you the opportunity to work across Group IT with all domains and external service partners to deliver the service management and service assurance strategy and implementation of the required policies, systems, processes and tools. You will manage a team comprising some 5 to 8 members from the delivery domains which will matrix report to deliver to the outcome. This team will be assigned to work on the proposed implementation and service improvement plan and regular report status, risks and challenges to you for resolution. 5. Command Centre Management – Rapid Response Team (RRT) A dedicated, lean team supported by resources across domains (secondment arrangement) and AMS team to proactively monitor all critical applications, manage all critical incidents, carry out problem management to remove recurrences. Ensure operations stability. Dashboard monitoring with analytics to manage IT operations and critical business transactions monitoring o Analyse trends o Proactively detect problems before they occur o Provide business dashboards for e2e visibility of business transactions IT-Business (Consumer Ops) command centre collaboration The ideal candidate should have/ be: Degree in Business / Computer Science or equivalent. 10+ years’ experience in enterprise level IT environments across Management, Delivery and Operations across multiple organisations 5+ years’ experience in delivering Service management/assurance in an enterprise environment, including strategic and tactical Service management/assurance process improvements. Detailed understanding of the interdependencies and intra-dependencies between components of the IT delivery and operational lifecycles. Deep knowledge of Service management/assurance frameworks, specifically ITIL. Information Technology Infrastructure Library (ITIL) qualification - Expert Level. Possess drive, initiative, analytical skills, effective management skills, strong interpersonal and communication skills. Must have strong relationship building and management skills including strong client management skills Must be articulate and passionate to drive process definitions and governance through the organization Strong interpersonal skills with a positive outlook and a flexible and adaptable approach Customer Focus Leadership – to steer and lead the teams to meet objectives. Ability to work effectively in both an insourced as well as outsourced operational delivery model Job Types: Full-time, Permanent Salary: $12,000.00 to $15,000.00 /month Experience: Information Technology: 10 years (Preferred) IT Management: 10 years (Preferred)

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