IT Manager (In Country)

• Act as the key customer advocate for IT service and products.
• Represent the IT service catalogue, service delivery, application portfolio and future IT products to the business with support of the various IT teams and disciplines.
• Engage with customers (internal and external) in relation to IT service delivery and operational IT continuity plan design and execution.
• Handle all IT service escalations from the business and own the customer feedback loop.
• Manage the in-country IT budget.

• Participate in customer SLAs (service level agreements) and OLAs (operational level agreements) definition and negotiation.
• Audit the impact of the organisational IT service management processes (Incident Management, Change Management, Problem Management) on the in-country operations and address any gaps to meet the business needs.
• Handle crisis management in case of escalation and participate in post-incident reviews.
• Analyse operational trends and propose changes to existing processes when required.
• Prioritise opportunities to improve the service and drive improvement initiatives for the in-country operations and customers.
• Act as a go to for all IT service disruptions and drive customer communication until matters are resolved (24x7).
• Entrench ITIL processes in the in-country IT operations.
• Ensure adoption and compliance with IT-related policies, principles and procedures.

• Drive the management of the in-country application portfolio with the support of the IT Applications Team (Development and Support).
• Liaise with and manage in country application service providers in line with organisational contract and vendor management practices.

• Drive the implementation of the in-country IT infrastructure projects with the support of the IT Infrastructure Services Team.
• Liaise with and manage in country IT infrastructure service providers in line with organisational contract and vendor management practices.
• Define the in-county IT infrastructure plan and roadmap including replacements, warranty extensions, etc. in line with the overall Barloworld Equipment IT Infrastructure strategy and plans.
• Address country-specific cyber security implementations and remediations in consultation with the IT Security and Risk team.
• Act as advocate for the organisational cyber security initiatives, including IT Security awareness campaigns.

• Coordinate IT service and project delivery throughout the lifecycle to keep deliverables and timelines on track.
• Coordinate transversal inter-team operations during service and project delivery.
• Seek support from subject matter experts when considering new in country operational and customer needs (hardware equipment and software technology, monitoring, etc.).
• Prepare relevant customer reports.

• In-country business operations
• IT teams

• Service Providers (In-country)
• Customers (In-country)

• 8 - 10 years’ relevant experience
• Engaging with management at an executive level

• Essential:

• Degree in IT related field
• ITIL certification
• Advantageous:

• Relevant post

• Business analysis certification
• Customer engagement and management qualification

• Detailed understanding of IT environment management and IT SLA management
• Good understanding of IT infrastructure
• Understanding of cyber security concepts
• Good knowledge of project management and business requirement solicitation
• Strong interest and understanding of the latest IT trends, including digital innovations
• Thorough understanding of ITIL to assist with driving excellence in service delivery

• Highly developed communication skills to interact professionally with end users, and persuade and influence others effectively at all levels (externally and internally)
• Highly developed Interpersonal skills to manage service providers and SLAs effectively, handle conflict, including sensitivity to diversity
• Advanced critical and analytical thinking and problem-solving skills to perform in-depth analysis of support effectiveness
• Numeric reasoning skills to draw logical conclusions from numerical information
• Ability to multi-task
• Computer, technology and systems skills
• Strong project management skills supported by business analysis skills

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