The posting
Key Job Accountabilities:
Draft and maintains procedures and documentation for Major Projects support in IT enablement to ensure that support provided is within the agreed service levels and all relevant policies and procedures are adhered to.
Plan and drive scoping, requirements definition and prioritization activities for complex initiatives, engaging stakeholders as required. Obtain input from, and formal agreement to requirements from a diverse range of stakeholders.
Schedules and allocates the work of applications and IT support staff, taking account of individuals' abilities and the requirements of the work. Ensures all work is carried out and documented in accordance with required standards, methods and procedures and that any applicable configuration management procedures are adhered to.
Create, manage, and maintain a robust set of reporting about demand and its influence and impact on the operating model. This will include how the metrics are derived and assumptions and limitations on the metrics.
Provide and manage the Single Point of Contact (SPOC) for Major Projects IT service requests and incidents covering multiple services and sites.
Responsible for day-to-day management, resource planning and work allocation of the IT service support. Ensures that all requests from users are handled promptly and effectively, according to standards and procedures such that agreed service levels are met.
Ensures that operational incidents and problems are identified, recorded, monitored, and resolved. Provides appropriate status and other reports to specialists, users, and managers.
Take responsibility for the definition, documentation, and safe execution of small to medium-scale projects, engaging with Major Projects stakeholders and actively participating in all phases of the project. Identifies, assess, and manage risks and issues which could affect the success of the project.
Conduct security control reviews across a full range of control types and techniques, for Major Projects business applications and computer installations. Seek guidance from IT experienced or specialized resources as required. Recommend appropriate action to management.
Work with the appropriate level of Major Projects management and IT to create, test and maintain disaster recovery plans and business continuity plans for those information systems which support critical Major Projects business processes.
Investigates and manages the adoption of appropriate tools, techniques, and processes (including automation) for the management of systems and services. Ensures that appropriate software or specialist monitoring tools are used to maintain awareness and control of the hardware and software
Qualifications
Bachelors degree in any Computer Science, Information Technology, Computer Engineering, Information Systems, or relevant discipline. 10 or more years of IT experience. Demonstrates good oral and written communication skills and strong negotiation skills. Has a comprehensive knowledge of relevant systems development lifecycles. Has excellent interpersonal skills and is fully experienced at stakeholder management. Ability to recognize potential assignments outside own areas of specialization and bring to bear appropriate expertise as necessary. Fluent in English language (demonstrated verbal & written skills) Strong interpersonal and presentation skills and the ability to communicate to all levels. Demonstrated skills required to handle innovation, change and business process improvement resulting from the implementation of new information and communications technology solutions. Broadly skilled in information and communications technology. Has a comprehensive understanding of the business aspects of the applications supported, and a thorough knowledge of technical aspects of the application systems and the hardware and software environments in which they run.
