Our client has an exciting opportunity for a candidate with 5 years IT Operations Support Manager experience involved in delivery of all Support related activities to Customers (Global and National).
 
Duties:

• Manage customer expectations
• Work with the relevant IT teams to set SLA criteria for expected delivery
• Manage the cost of IT Operations Support to deliver the best value to the business and assist with the financial planning and budget preparation
• Collaborate with internal and external Information Technology specialists to ensure that the systems support the identified business needs
• Provide Incident and Problem management as well as ongoing operational support for IT solutions supporting the customer.
• Act as the primary point of contact
• Facilitate resolutions to operational issues with supported services
• Work closely with application internal and external suppliers to improve application development, maintenance and updates
• Ability to technically analyze problems encountered with these systems and employing technical skills to overcome them
• Define metrics; implement agreed SLA’s and OLA’s
• Perform coordination of key communications to senior level management
• Participate in project initiatives and team meetings

Qualifications & Experience

• Related IT qualification
• ITIL knowledge
• 5 years of in depth experience in an Operations Support Manager
• Strong collaboration experience across multi functional teams
• Extensive vendor management and Service Level Management experience
• Strong communication and interpersonal skills
• Project management practices, including strong problem-solving and risk mitigation skills.

 
Salary is negotiable on experience.