Associate Manager, IT Operations

Job Title:

Associate Manager, IT Operations

Job Description

The role
Associate Manager, IT Operations is responsible for providing efficient SSC support in key areas such as Service Desk, Telephony, Network, and Security by understanding the objectives and executing plans to deliver to achieve the required SLAs.

What you’ll be doing

• Leading, motivating, and inspiring In-Country IT SSC Teams to deliver a robust, fit-for-purpose, and efficient service to the Webhelp Group and UK Region.
• Collaborating with other Global/Regional IT Teams, designing and delivering the strategy for all areas within SSC Support, adding value to the business.
• Liaising with IT Leaders in different regions to provide efficient SSC support in key areas such as Service Desk, Telephony, Network, and Security by understanding the objectives and executing plans to deliver to achieve the required SLAs.
• Providing expertise enabling the use of effective IT Services through supporting continuous IT Governance.
• Aligning SSC support functions to a global standard operating model, identifying areas for efficiency and automation.
• Ensuring that all activity in IT SSC Support positively contributes to business objectives and is effectively deployed, adding value for all regions.
• Working in partnership with other functions, peers, and management across the Webhelp Group to ensure shared best practices, delivery, and implementation of all SSC services.

What you’ll need

• Minimum 12 years’ IT experience in technical support services.
• At least 5 years’ experience managing IT teams.
• Experience working with Microsoft technologies, shaping and formulating IT operational and SSC strategic plans.
• Demonstrable experience of senior stakeholder management.
• Ability to influence, motivate, and engage through clear and articulate communication.
• Strong communication, relationship building, and problem-solving skills with good attention to detail.
• Ability to work in a fast-paced environment and juggle a varied workload without losing sight of priorities.
• Good understanding of data manipulation, aggregation, and presentation techniques.
• Team player with the ability to contribute and challenge yourself and the team.
• Knowledge of project management methodologies (Agile) and best practices.

Location:

ZAF Johannesburg - 19 Ameshoff Street, Johannesburg

Language Requirements:

Time Type:

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