Main Responsibilities
* Manage IT operation, ensure SLA of IT services meet business requirement & adhere to contractual agreements.
* Monitor system resources to identify issues, and track progress.
* Implement leading IT service management best practices (Service Design, Service Transition and Service Operation).
* Initiating and coordinating delivery of Service Improvement Plans.
* Managing and tracking team performance, KPIs & day-to-day operations, and setting a proper action plan when needed.
* Conduct annual performance appraisals with the team.
* Develop leadership and general management skills within teams to enable seamless succession planning, personnel development, and continued
evolution around delivery quality.
* Maintain and adhere to departmental budget.
* Analyze costs, value and risks of information technology and advise the Management as well as propose actions to be taken.
* Drive & develop the escalation process for services to resolve critical IT issues and ensure effective communication with IT stakeholders and the
business to keep them informed of resolution progress.
* Review IT Quality concerns and provide remediation actions or process improvement initiatives to mitigate future occurrences.
* Manage negative Survey responses and coordinate corrective actions with IT team.
* Ensure understanding & compliance with Majorel vision mission and values and follow regulatory Majorel policies & procedures.
* Ensure subordinates comply with the code of conduct and policies.
* Closely work with other functional teams and ensure adequate, proactive involvement of IT team in solutions and service delivery concerns
* Stay up to date on new technology trends, products, best practices and marketing initiatives.
* Additional task can be assigned at any time.
Competencies and Professional Background
Educational Background:
* Bachelor's degree in Computer Engineering or computer science or Information Technology or equivalent.
Technical Skills: : (knowledge, experiences, IT tools/software,
languages)
* Level Of English: Excellent Level
* +10 years of managing and IT service and support organization.
* Experience with the execution and management of IT.
* Experience managing major incident resolution initiatives specific to enterprise applications and IT infrastructure.
* Extensive experience of formal service support processes and procedures based on ITIL- including incident- change.
* Experience in an IT service management or delivery role operating with complex- distributed IT environments at scale.
Soft Skills:
* Highly effective planning and prioritization skills.
* Outstanding communication verbal & written and presentation skills.
* Strong analytical and problem-solving skills.
* Interpersonal abilities & decision-making skills.
* Solid understanding of data analysis & budgeting.
* A strong strategic and business mindset.
* Self-motivated.
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