Job details
Position Purpose To manage and ensure successful end to end delivery of IT projects or IT work stream of business projects to agreed time, cost, and quality. Measures The Key Performance Indicators for this role are driven by the business’ operational goals, and related IT business-aligned goals, and cover the following categories of performance:
- Metrics and KPI’s related to the effectiveness of the role
- Alignment of IT programs and business strategic goals
- Quality of output (measured by customer and user satisfaction)
- Quality of solutions proposed by the team (measured by success of solutions proposed)
- This role will be part of the IT Operations Transformation Program and manage the 3rd Party Providers workstream of the 3 key work packages of this workstream are:
- Review the Make or Buy strategy of the Global IT Operations Responsibilities
- Develop a transition plan
- Work in liaison with the procurement team in RFIs and RFPs
- Develop and Implement Vendor Service Management procedures
- Develop project scope and objectives, the identification & evaluation of options for project delivery and the preparation of a project documentations and plans.
- Ensure that IT solution requirements are defined, delivered, and monitored.
- Ensure quality control procedures are used correctly.
- Establish the IT solution delivery project team(s) working methods.
- Develop schedules and work packages for the IT project delivery team.
- Manage hand-over of responsibility for the IT solution to business-as-usual support.
- Build appropriate and effective business relationships.
- Advise on the available standards, methods, tools, and applications relevant to own specialism and can make appropriate choices from alternatives.
- Facilitate collaboration between stakeholders who have diverse objectives.
- Is fully accountable for meeting allocated technical and/or project/supervisory objectives.
- Has significant influence over the allocation and management of resources appropriate to given assignments and in the delegation of project responsibilities.
- Make decisions which impact the success of assigned projects i.e. results, deadlines and budget
- IT Leadership
- IT Peers
- Regional Leaders and Teams
- Vendors and Contractors as needed
- Bachelor’s degree in computer science, Information Systems, Business or related field, Masters desirable or equivalent combination of education/experience.
- Project Management certification (PMP or CAPM) from PMI
- Six Sigma Green Belt or Black Belt
- Significant previous experience in within an IT focussed role.
- 5+ years’ experience managing or influencing technical staff and projects.
- Proven success in improving the customer experience.
- Experience working within a matrix structure.
- Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
- Implements a communications strategy, including -but not limited to- handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately.
- Takes full accountability for the definition and entire management from start to finish including -but not limited to- costs, schedule, resources, risks, quality, testing, documentation and change management until production with satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines).
- Provides effective leadership to the project team and takes appropriate action where team performance deviates from agreed tolerances.
- Multi-domain technical expertise (in at least 4 areas) including: data centre, hosting platforms, messaging/collaboration, client services, voice & data networks, application technology services, and IT service management.
- ITIL v.3 foundations certification; working knowledge of IT Service Management
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