Overview Leads the execution of our global operations model for end-to-end IT support, implementing best practices for support services delivery, ensuring compliance with service level agreements, and coordinating with extended teams and business end users. · Lead and manage the execution of the global operations model for end-to-end IT support operations. · Implement best practices for support services delivery, ensuring compliance with service level agreements. · Coordinates and priortizes the support work, ensuring alignment between all IT service areas (Global and Sector) for a proper resolution on any critical and non-critical incident reported by the user’s community. · Drive the proper follow-up and execution of service processes, ensuring compliance by users, service areas and processes. · Deliver end-user compute services, identify cost reduction opportunities, and partner with procurement and finance to realize savings. · Manage the baseline Annual Operating Plan (AOP) budget, local contracts, and vendors. · Ensure compliance with IT Service Management (ITSM) processes and execution. · Ensure system stability and proactively take action to prevent incidents, overseeing critical incident management when needed. · Directly manage several vendors and contractors involved in service delivery and project deployments. · Maintain high levels of customer satisfaction and user experience through motitored SLAs & XLAs · Develop and train the IT support team to enhance their skills and performance. · Manage the Cairo Cabability Center (CCC) and Global Strategy & Transformation (S&T) in Egypt, including executive support. Responsibilities IT · Lead and manage the IT Field Services and support teams, providing guidance, training, and performance evaluations to ensure high-quality service delivery. · Foster a culture of ownership, continuous improvement, and innovation within the team. · Plan, prioritize, and delegate tasks effectively to ensure timely and efficient resolution of technical issues. · Monitor team performance and provide regular feedback to ensure adherence to quality standards and service level agreements. · Review and analyze daily, weekly, and monthly dashboard services to monitor performance. · Prepare, evaluate, and collaborate with extended teams on Service Level and Operational Metrics, as well as KPI scorecards for service delivery. · Generate and distribute reports to ensure optimal performance, maintaining comprehensive records of service level agreements for business units. · Collaborate with extended teams to review and provide insights, ensuring efficient maintenance and compliance with all disaster recovery plans, and achieving control and risk management objectives. · Conduct business engagement reviews to assess the availability and performance of IT services, including applications, network, servers, end-user devices, and facilities. Prepare and present reports to stakeholders to ensure alignment with business objectives. · Review, complement, and maintain all ITOPS processes according to ITOPS Gold standards. · Deliver dedicated IT support to executive members, promptly and efficiently addressing their technical needs. · Maintain and update technical documentation to ensure accuracy and accessibility for all team members. Stakeholder’s Management · Participate in and manage all communications from the service desk to end users. · Serve as the escalation point for all IT operation issues, including delayed incident closures and request fulfillments; measure and actively drive vendor performance within the business unit. · Proactively monitor customer satisfaction to ensure services meet contract terms and customer expectations; develop and implement plans to enhance customer satisfaction, including training and capability programs. · Communicate project status, IT operation KPIs, and notifications such as planned outages and critical incidents to customers, senior management, stakeholders, and vendors. Asset Management · Oversee the entire lifecycle of IT assets, from procurement to deployment, maintenance, upgrades, and eventual disposal. · Maintain a comprehensive inventory of all hardware and software assets, ensuring accurate tracking and reporting. · Regularly update and manage the software inventory to ensure all applications are properly licensed and up-to-date. · Conduct regular audits to ensure compliance with software licenses and organizational policies. · Engage with the procurement function to execute the Annual Operating Plan (AOP), initiate bidding and orders accordingly, and ensure timely delivery of assets as per the AOP. IT Controls/Audits Management · Ensure compliance with IT controls by leading the testing, reporting, and monitoring of these controls. Proactively develop and implement remediation plans when necessary. · Collaborate with and support audit teams as needed. Qualifications · Bachelor’s degree in Information Technology, Computer Science, or a related field. · ITIL v3/v4 foundation certification is a must, Agile PRINCE2 Foundation certification is preferred. · Certifications in relevant technologies (e.g., Microsoft, Cisco, AWS) are a plus. · A minimum of 5 years of experience in IT operations management, preferably in a manufacturing industry. · A minimum of 3 years of experience in IT service management, process improvement and project management. · A minimum of 3 years of experience in leading and managing an IT operations team. Technical Skills · Strong knowledge of using ServiceNow queue managment dashboards and reporting. · Strong technical knowledge of Windows Server, Active Directory, SCCM, Office365 (O365), storage, cloud services, and printing. · Strong knowledge in networking, including WAN/LAN/Wi-Fi, network protocols, configurations, and troubleshooting. · Knowledge of video conferencing technologies, including setup and management of video conference meeting rooms, townhalls, and webinars. · Strong understanding of security protocols, threat management, data classification, and protection. · Extensive background in measuring IT services, deliverables, and inputs, including the development and monitoring of KPIs, SLAs, and other performance metrics. · Deep understanding of ITIL/ITSM/ITXM processes, including incident, problem, change, configuration, knowledge, and availability management, as well as continuous improvement and service reporting. Non-Technical Skills · Excellent written and verbal communication skills in English · Strong leadership skills to influence others at all organizational levels · Composure and ability to deal with ambiguity and pressure · Strong problem-solving skills and eagerness to learn new technologies · Ability to manage global vendors and virtual teams · Collaboration with IT OPS, extended groups, and other management
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