Main purpose of the job:

• Ensure that quality and satisfaction levels with existing ICT services remain high during the implementation of major new ICT services and initiatives at the Call center
• Manage small scale/peripheral projects relating to the improvement of existing services.
• To provide management and technical support to the development team during critical periods of large scale projects and initiatives.

• Ensure effective on-going support for all systems in use by the Company, ensuring that the service provided to customers / users is the highest possible within the resources available.
• Provide management support for the ICT service support operation, and in other areas where Change / Project Management requirements determine this to be appropriate.
• Provide day to day management oversight for the service desk operation to ensure incidents and service requests and escalations to ICT management are dealt with in a timely fashion.
• Undertake scoping and project management for small/medium improvement projects to improve existing applications and services.
• Provide additional management/Technical support for Customer service centre configuration/ workshop/ Testing activities.
• Provide regular reports to Leadership team on issues relating to the ICT service support operation.
• Manage day to day issues with suppliers (support/billing) to ensure efficient support and value for money is provided, escalating issues to IT manager as appropriate.
• Provide input into ICT budget preparation process for services from third party suppliers.
• Ensure application patches are tested, authorized and applied in a timely fashion in accordance with the requirements of internal audit.
• Ensure cyclical works such as DR testing, penetration testing and software & hardware audits are completed in a timely fashion.
• Check service related (Revenue) invoices for accuracy; challenging and resolving issues relating to discrepancies, as necessary.
• Ensure underlying third party service support contracts are renewed in a timely fashion.
• Capture client requirements and develop RFP documentation for procurement of systems and services, and manage tender processes, as required.
• Ensure that project office documentation is complete.

• Post Graduate/Degree in Computer Science/BIT
• At Least 8 yrs experience in IT with 4 yrs in a Supervisory position
• Proven experience of managing an ICT department.
• Experience in ICT infrastructure planning and development.
• Strong team leading skills.
• Ability to effectively prioritise and execute tasks in a high-pressure environment to drive results.
• Excellent Project Management, ITIL aligned frameworks/processes and Negotiation skills.
• High level of integrity, professionalism and attention to detail.
• High level of confidentiality.
• The ability to use initiative and work proactively.
• Excellent customer service skills, including highly developed communication skills in all forms.