Skills and Experience

What you’ll do:

Business Engagement

• 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.

Operations Management

• 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 (24×7).
• Entrench ITIL processes in the in-country IT operations.
• Ensure adoption and compliance with IT-related policies, principles and procedures.

Application Portfolio Management

• 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.

Infrastructure Management and Cyber Security

• 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.

Service and Project Delivery

• 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.

Internal customers

• In-country business operations
• IT teams

External stakeholders

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

Your expertise:

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

Qualifications required:

Essential:

• Degree in IT related field
• ITIL certification

Advantageous:

• Relevant post graduate qualification
• Project management certification
• Business analysis certification
• Customer engagement and management qualification