Regional IT Service Manager

Job Summary

As the Regional IT Service Manager, you will leverage your leadership skills and technical expertise to oversee the end-to-end service delivery process across the region. You will act as a key point of contact for escalations, manage conflict resolutions and place a strong focus on nurturing productive relationships with key internal and external stakeholders.

• Opportunity to work in IT service delivery at a regional level
• Must have exceptional stakeholder and vendor management skills

Job Description

• Oversee the efficient delivery of IT services in line with SLA commitments, ensuring high levels of client satisfaction and cost efficiency
• Prioritise and manage the resolution of critical incidents as the key point of contact, monitor L1 Service performance and address any escalated problems
• Manage external onsite support for IT asset management and ensure the execution of ITS maintenance activities across the region
• Oversee updates for End User Device enrolment using SSCM, Active Directory management, and ensure the health of IT infrastructure (e.g., CISCO devices, VMware, etc)
• Participate in procurement activities with third-party vendors and contribute to IT asset purchasing, maintenance planning and other ad-hoc projects at the request of the leadership
• Take ownership of process improvement initiatives, including scheduling regular reviews sessions to assist with identifying new opportunities and developing implementation plans to achieve these goals

The Successful Applicant

• Bachelor’s degree in IT, compute science or related field
• Minimum 10 years of relevant experience in a similar role, with a background in IT including incident management, vendor management and service performance monitoring
• In-depth knowledge of ITIL practices, with a solid understanding of incident management, escalation procedures, and service delivery disciplines such as Help Desk support, Desktop Support, Network & Server Maintenance
• Hands-on experience with Windows OS, SSCM, Active Directory, CISCO devices, and VMware
• Exposure to troubleshooting communications infrastructure and configuring network devices
• Excellent communication, interpersonal and presentation skills with a demonstrable track record of relationship building with key internal and external stakeholders at all levels