Description
Responsibilitiesi.e job purpose - give short sentence describing main purpose of job.
Dimensions - financial measures or statistics relevant to your post.
- Manage the day to day delivery of IT services, projects and infrastructure to the UK and European user community
- Manage users' expectations and maintain constant and effective communication with the business
- Engage key business users in periodic service reviews
- Manage and coordinate the activities of the IT suppliers and implement any required processes to minimize impact to the business
- Ensure that IT processes (Incident, Problem, Change, Project management, Service Orders) and procedures are understood and applied by suppliers and users. Provide support when required
- Manage major incidents and incident escalation across business, IT and supplier teams
- Responsible for change management and IT PMO processes, reporting and chairing related meetings
- Able to and responsible for analysis of requirements and preparations of business cases and project proposals
- Responsible for daily coordination of 1 on-site IT technical resource and a dedicated IT manager, available for UK and international travels to IFG sites when required
- Coordinate and maintain a team of IT business representatives up-to-date on any relevant IT process and initiative.
- Deputize for the IT Service Manger when required
- Identify opportunities to improve service provision and reduce total cost of ownership, driving agreed initiatives through to successful conclusion
- Coordinate change management, major incidents and roll out of small projects. Act as the point of escalation for OOH issues
- Participate in Team meetings and Service Review with Suppliers
- Leading local and global project and coordinate remote resources and collaborate with other SDMs in different countries
Accountabilities
i.e. the performance/ delivery of self and others they will be judged by.
- Constant interaction and communication with users up to CxO level. Focus on users' requirements and management of day-to-day users' expectations and quality of services
- Able to work as part of a Team from a remote location
- Able to manage and prioritize workload
- Effective leadership during major incidents and major project implementation
- Punctual delivery of activity reports and supervision/management of day-to-day work and issues
- Able to engage with suppliers and ensure they deliver the requested work on time, on budget and on quality
- Problem solving: able to get to the heart of problem and its resolution by asking the right questions and ensuring the right options are explored and followed through to completion
Key Interfaces:
- Key Business users, SDM colleagues, Suppliers, IT Team including Factory IT Teams
Knowledge & Skills, Competencies, Qualifications and Experience:
EssentialDesirable
Knowledge &
Skills
ITIL, Project Management, IT Infrastructure literate - Good knowledge of WAN, LAN, Wintel, UNIX, Office solutions, Client/Server systems, Desktop and Laptop, Storage, familiar with SAP
Fluent and very clear English language written and spoken. Good communication and presentation skills.
Able to influence users up to Director/CxO level
Very good IT supplier/outsourcing management, SLA/KPI
- SAP Administration
- IT Security concept
Competencies
Bold delivery: seize opportunities and "make it happen", proactive sense of urgency, creative about how issues can be resolved
Change agent, continuous improvement, thriving on continual change, ability to get under the surface of an issue and identify the problem and possible solutions
Impact and influence: Work collaboratively, constructively challenge, get key stakeholders "on side", deliver results through others
Qualifications
- IT Graduate calibre
- ITIL certification (required)
- Knowledge of IT Project Management and Project Lifecycle (certification preferred)
Experience
- IT Professional with a minimum of 5 years of experience in a similar role in FMCG, Retail or IT Outsourcing companies
- Experienced of working in an outsourced environment
- Experience in working in international and fast paced environments
- Knowledge of retail and FMCG industry