Senior Group Manager IT

WNS Global Services SA - Century City, Western Cape

The purpose of the Sr Group IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management. Key accountabilities include but are not limited to:
•Manage day to day operations at delivery locations of IT systems and End User Computing Infrastructure. Ensure planning, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
•To own incidents and requests to ensure completion in both the client infrastructure and IT environments.
•To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
•Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
•The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
•To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
•To line manage and develop reporting IT team. Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
•Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
•Act as a point of escalation for customers and manage their expectations.
•Ensure the alignment of technology, process and people to business objectives.
•Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
•Draft reports on IT Service Delivery and present the data to the Senior Management Team
•Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
•Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
•Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required.

Work Experience Requirements
•At least 12+ years of experience in an IT Team Management Role (Required)
•Broad general knowledge and awareness of the IT landscape (Required)
•Analytical and Practical motivated self-starter. (Required)
•Be an IT specialist, but also have an understanding of commercial operations. (Required)
•Good Communicator (Required)
•Sound understanding of business processes and IT operations (Required)
•Assertiveness (Required)
•Good understanding of the ITIL V3 Framework and implementation thereof (Required)

Minimum Education Requirements
•ITIL V3 Certified (Required)
•Tertiary IT Qualification (Required)
•Management Qualification (Desirable)