Role Purpose
This is a hands-on operational position; responsible for managing the integrated country IT organisation and /or IT Hub.

Main duties include supporting users; troubleshooting network and server hardware issues; configuring personal computers and mobile devices, managing systems and software applications, resolving telecommunication and network communication issues (including WiFi). Ensuring that data Security, Privacy and Governance procedures and guidelines are up to date, implemented and monitored. Additionally, providing project support for new clinics, in terms of installing a corporate IT infrastructure.


Qualifications, Experience, Know-how
1) Required Training & education
• Educated to degree level or equivalent qualification in IT technical field
• Ideally experienced working in an ITIL framework.
• Minimum five years IT operational experience within commercial or healthcare sectors.


2) Specialist knowledge and experience in:
• Windows Operating systems, Windows Office solutions (preferably O365)
• Understanding of IT infrastructure, corporate network and wireless networks
• General requirements of ISO27001
• Project management methodology
• Support with SAP ERP technical issues.


Daily duties and Performance Indicators:
• Meeting targets and objectives and ensuring operational deliverables are met (SLA’s and related KPI’S) regarding the availability and performance of: networks, systems, applications, hardware, devices, software. At country and/or Hub level as appropriate.
• To have appropriate escalation routes and processes in place to ensure optimal operational performance and risk mitigation.
• Planning and managing assigned team members, with clear responsibilities and accountabilities.
• Line and disciplinary management of assigned team members. Responsibility for all activities covering the IT team: time-keeping, workload management, quality of work delivered, training/personal development and appraisal activities.
• Technical management overview of daily IT Operations, services and activities and ensuring SLA’s and KPI are being met.