Major accountabilities:

• Role will ensure that all contracted SLAs of suppliers are being reported correctly and engage any challenges to ITSMO and drive improvements.

Key performance indicators:

• Stable, compliant, secure, and cost-effective operations measured by Availability, Performance, Capacity Metrics along with continuous cost reductions YOY.
• No major business disruptions, Responsiveness and Recovery Speed of critical incidents / issues in business.
• Speed and agility in delivering services to users.
• Operational targets, SLAs and KPIs are met.
• Operational efficiencies delivered through suppliers and level of process control.
• Learning Agility, Ability to evaluate and launch new services & capabilities.
• Productivity gains and defect reduction through continuous improvement.
• Automation led Programmable Infrastructure and Platform Services.
• Establish a Technical Vision, clear strategy, and execution against the plan.
• Compliance level of applicable IGM/ISRM policies.

Minimum Requirements:
Work Experience:

• Financial Management.
• Supporting Quality activities / issues.
• Strong cross functional leadership.
• Risk.
• Ambiguity.
• Patient/client driven with excellent communication skills.
• Operations Management and Execution.

Skills:

• Budget Management.
• Communication Skills.
• Incident Management.
• IT Governance.
• IT Service Management.
• Performance Management.
• Problem Solving Skills.
• Quality Assurance.
• Stakeholder Management.