Manager – Information Technology

Overview:
Manage, direct and coordinate the end user technology activities, vendor
management and service delivery provided to Hassantuk by all its suppliers.
Responsible for service delivery, help desk and escalations, Information
security, and the day-to-day running of the end user and back office
technologies.
Responsibilities:
* Support the implementation of the agreed solutions, defined service offerings, and improved business performance. Manage the help desk, refines and documents the process.
* In charge of vendor/supplier management providing operational and technical recommendations to improve service quality and escalation response times for any technical issues.
* Define recovery strategy for system components to ensure business continuity.
* Define and document common fault and fix plans.
* Manage all escalations to resolve system faults and complex level problems.
* Documents and propagate lessons learned from faults and outages
* Provide assistance on technical solution and delivery inputs for Infrastructure areas of expertise.
* Manage vendors and service companies providing high performance services in a ‎24/‎7 enterprise, perform timely operational assurance readiness, and produce service improvements.
* Implement and maintain quality processes across multiple channels/products/services.
* Manage the Infrastructure services and performance in line with the agreed operational requirements.
* Lead in maintaining technical documentation repository to assist with the ongoing operation, maintenance, and development of the enterprise services.
* Ensure vendor personnel awareness of the relevance and importance of their activities and how they contribute to the achievement of the organizational objectives.
* Manage IT security issues in accordance to the defined policy.
* Assist with day-to-day end user IT issues.
* Ensure all contracted services are delivered to the approved service model.
* Provide regular status reporting on service delivery performance, proactive maintenance plans, and improvement initiatives.
* Identify and drive optimization while managing scope, cost of delivery and resources.
* Perform comprehensive evaluations of Infrastructure services to determine effectiveness and SWOT (strengths, weaknesses, opportunities and threats).
* Review 3rd party systems maintenance and upgrade plans to proactively manage reliability and service expectations.
* Apply expert subject matter knowledge to manage help desk and vendor staff activities, in solving most complex business/technical issues within established policies.
* Plan, organize and schedule in an efficient and productive manner; while focusing on initiatives that require special attention when faced with limited time and/or resources.
* Facilitate open and effective communication, cooperation and teamwork across the vendor community; and respect the needs and contributions of others.
* Perform other tasks that the Operations Director may assign from time to time.
Qualifications:
* Bachelor's degree in degree in Computer Science, Management Information Systems or equivalent.
* At least ‎8+ years of team leadership or supervisory experience in related fields with exposure to multiple industries.
* Overarching broad based IT Knowledge across the whole domain.
* Proficient in service delivery models, processes and best practices.
* Advanced hands on experience in managing and supporting production systems.
* Good understanding of security policies and procedures.
* Excellent Communication and Presentation Skills.
* Excellent Vendor and People Management Skills.
* Proficient in front and back office end user support.
* Exceptional planning and organisation experience.
* Experience of working in a customer service environment.
* Ability to define and drive direction in line with company strategy, and emphasizes organizational goals through words and actions.