Lead, manage, and mentor a team of ICT professionals, fostering a culture of continuous improvement, collaboration, and customer service excellence.
Develop and implement operational strategies for managed ICT services, including cloud services, network management, and IT infrastructure support.
Ensure that service-level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded, providing regular reporting to senior management.
Collaborate with stakeholders to identify their ICT service needs, ensuring alignment with business objectives and optimal service delivery.
Oversee incident and problem management processes, ensuring timely resolution of issues and proactive identification of recurring problems.
Manage vendor relationships and coordinate with third-party service providers to ensure quality service delivery and compliance with contracts.
Implement and maintain robust ICT security practices to safeguard company data and ensure compliance with relevant regulations.
Drive process improvements and technology advancements to enhance operational efficiency and service quality.
Stay current with industry trends and emerging technologies; recommend innovative solutions to improve service offerings.
Manage departmental budgets, resources, and procurement processes, ensuring cost-effective operations.
Qualifications
5+ years of experience in ICT operations management or a related role, with a strong background in managed services.
Proven leadership skills with experience managing and developing high-performing teams.
Comprehensive understanding of ICT service management frameworks such as ITIL.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
Excellent communication and interpersonal skills, capable of building relationships with technical and non-technical stakeholders.
Proficiency in ICT tools and platforms, including cloud services, networking, and infrastructure management.
Project management experience is desirable, with familiarity in methodologies such as Agile or Scrum.
Relevant certifications (e.g., ITIL, PMP, CISM) are a plus.
