Senior Manager Information Technology

Job description : Leadership skills

• Strategic thinking, strategic planning, needs to have the bigger picture in mind and keep an eye on the overall mission, vision and objectives.
• Ability to develop a strong technology strategy, understand complex business problems and lead in crisis situations
• Ability to align IT with the organization objectives and strategies, help create value of the IT system and become a strategic business partner, while achieving the overall goals.
• Outcome based and impact based delivery - drives things end to end with the desired outcome and Yes If mindset
• Strong collaboration skills and communication skills to work with others, create synergies with global teams and stakeholders; adopt best practices in the region, Strong communication skills; Strong people management skills
• Technical skills

Experience in handling large 24

Key Roles & Responsibilities

End to end delivery including but not limited to – SLA / KPI adherence; Ensure Quality and compliance, Stake holder communication, Customer satisfaction, Zero surprise escalation, Risk / Issue Identification & MitigationEnsure quality and complianceLead and implement increased scope of CoEStreamline and standardize the operating model for CoETracking and reporting of major outages, mitigation plan and follow up till closureImprove efficiency of IT Support

Automation initiatives with an objective to reduce incident volumes, Improved customer experience, Employee productivity, Value Adds, Cost optimization and implementation of best industry standards.Plan and implement Self Service Portal, ChatbotsContinue to reduce the cost of IT – as defined by cost of support, technology acquisition, change management etc.

Automation initiatives with an objective to reduce incident volumes, Shift Left, Improved customer experience, Employee productivity, Value AddsImplementation of best industry standards.Continue to reduce the cost of IT – as defined by cost of support

Aim is to scale and enable IT as a strategic partner for business unitsSetup regular cadence with SA business leadersCapture and track customer requirements till closure (Quick turnaround wherever possible)Setup IT events every month including IT Roadshows, Tech Talks, Interactive session etc

Aligning with the CIO objective and SA region objective, to ensure the IT organization in the region is successful.Hiring, Mentoring, Upskilling, Training / Certification, Succession planningBuild leadership skills in the region to drive strategic discussions / initiatives and not just tactical ones.Strong governance and compliance (in alignment with organization guidelines) Improve employee engagement.

Lead Project Planning, implementation, Successful GoLive while meeting quality, cost and timelinesStandard template, project plan and documentationImplementation and successful GoLiveStake holder management and communicationsIssues / Risk identification and mitigation

Setup regular cadence and service reviews with all service providers / OEMs / 3rd party vendors with an objective to improve the IT services in the regionContractor Resourcing –

Streamline and standardize contracting process for the regionIdentify contractors with finalized rate card (Define std rate cards)