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Purpose of the role
The Head of Technology Operations in the GTS Team holds a pivotal position, ensuring seamless day-to-day functioning and support for users and business teams. This role is indispensable in guaranteeing that all services provided by the GTS Team operate at optimal levels without interruptions or delays, meeting established Service Level Agreements (SLAs) consistently. This would include for a large region / multiple regions globally.
This position is crucial for several reasons:
Operational Oversight: The role involves overseeing the entire spectrum of IT operations, ensuring smooth functioning, troubleshooting issues promptly, and maintaining a high standard of service delivery.
User and Business Support: It's responsible for providing the necessary support to users and business teams, ensuring they have the tools and assistance required to perform their tasks efficiently and effectively, with the right level of Office IT support and Infrastructure support.
Service Level Agreement Adherence: By ensuring that services meet or exceed the SLAs, this role directly impacts the organization's ability to deliver quality services promptly, enhancing overall productivity.
Business Continuity & Risk Management: The role contributes significantly to maintaining uninterrupted business operations by minimizing or eliminating breakdowns and interruptions in IT services.
Contribution to Organizational Goals: The Head of Technology Operations plays a vital part in aligning IT operations with broader organizational objectives, ensuring that technological aspects facilitate and enhance business strategies.
The role is essential because it combines technical expertise with leadership and management skills to ensure that the IT infrastructure remains robust, secure, and aligned with the business's goals. Its contribution is critical in facilitating a smooth workflow, enabling teams to focus on their core functions without disruptions caused by IT issues. Ultimately, the role acts as a linchpin between technology, users, and the organization's success.
Leadership and Team Supervision:
Outcome: Provide effective leadership to the regional IT operation team, aligning their efforts with the company's culture, mission, and values.
Accountability: Directly responsible for overseeing and supervising office IT support staff across the region.
How and When: Regularly engage with team members, provide guidance, set goals, and ensure their work aligns with organizational objectives.
Interactions: Collaborate with HR for team development, mentorship, and performance evaluations.
Delivery of IT Services:
Outcome: Ensure seamless delivery of IT services and processes either globally or within a large region.
Accountability: Own the delivery standards and oversee service level agreements.
How and When: Monitor service performance, analyze metrics, and make necessary adjustments to enhance efficiency.
Interactions: Coordinate with cross-functional teams to align service delivery with business needs.
Relationship Management:
Outcome: Maintain strong partnerships with Global Technology Service partners for optimal service delivery.
Accountability: Balance cost, control, function, and technology while ensuring user agility and effective support.
How and When: Regularly communicate with partners, negotiate terms, and address any concerns or issues.
Interactions: Liaise with external vendors and internal stakeholders to maintain collaborative relationships.
Risk / Security Management and Service Continuity:
Outcome: Minimize service failure risks and their impact on business operations.
Accountability: Identify risks to IT services and establish appropriate contingencies.
How and When: Conduct regular risk assessments, implement preventive measures, and oversee daily health checks.
Interactions: Collaborate with risk management teams and IT security to ensure comprehensive coverage.
Process Improvement and Budget Management:
Outcome: Improve service delivery processes in line with ITIL standards and manage IT budget effectively.
Accountability: Identify and address process gaps while ensuring cost-effectiveness.
How and When: Regularly assess processes, implement improvements, and manage budget allocations.
Interactions: Work closely with finance for budget planning and procurement teams for IT services.
Procurement and Compliance:
Outcome: Procure IT services, hardware, and software by company policies and procedures.
Accountability: Ensure compliance with procurement policies and drive cost-effective solutions.
Interactions: Engage with legal, finance, and vendor management teams for procurement processes and contract negotiations.
The role holder will have significant influence on decisions related to team direction, service improvements, risk mitigation strategies, budget allocations, and procurement choices, impacting the overall efficiency and effectiveness of IT operations within the organization.
COMPETENCIES AND SKILLS
Multinational Operations Experience: Ability to navigate and understand the complexities of multi-country operations, considering diverse cultural nuances, regulatory frameworks, and business practices.
Language Proficiency: Fluency in English is essential for effective communication,
Cross-Cultural Competence: Demonstrated experience and adaptability in working within multicultural teams, showcasing an understanding of diverse perspectives, and working styles.
Customer-Centric Approach: Strong focus on internal customer satisfaction, understanding their needs, and aligning IT services to support and enhance their operations.
Exceptional Communication Skills: Proficiency in clear and concise communication, both written and verbal, enabling effective collaboration with team members, stakeholders, and C-Level executives.
High Energy and Proactiveness: Ability to maintain a high level of energy to drive initiatives forward, proactively identifying and addressing potential issues before they impact operations.
Sense of Humor and Professionalism: Balancing professionalism with a robust sense of humor can contribute to a positive work environment and effective team dynamics.
ITIL Knowledge: Understanding of ITIL (Information Technology Infrastructure Library) principles is desirable, showcasing familiarity with best practices in IT service management.
Proactive Team Player: Demonstrated ability to take initiative within a team context, driving collaborative efforts and encouraging a proactive approach to problem-solving.
Stakeholder Management: Confidence and capability in engaging with C-Level stakeholders, influencing decisions, and effectively communicating IT strategies and objectives.
Execution-Oriented Mindset: A 'must-do' approach coupled with an eye for detail, ensuring tasks are completed efficiently and accurately within established timelines.
Attention to Detail: The ability to meticulously oversee operations, ensuring precision in processes, adherence to standards, and accuracy in deliverables.
Delegation and Work Management: Skill in delegating tasks effectively, managing work processes, and analyzing information to make informed decisions that drive operational excellence.
