Responsibilities

• About the Role

  • Manage a team of IT professionals, providing guidance, performance feedback, and professional development opportunities whilst creating a sense of teamwork by pulling together colleagues with differing skillsets and expertise.
  • Implement processes for tracking procurement, deployment, maintenance, and retirement of all IT assets including hardware, software, and licenses. This will require collaboration with our managed service provider.
  • Act as the ITSM tool global administrator, assisting country program offices with maintenance, support, access, development of processes & training.
  • Develop, update, and enforce IT policies and procedures in alignment with industry standards and organisational goals.
  • Manage the IT departments hub on the internal intranet platform, ensuring that it provides up-to-date information, news, and resources to employees.
  • Oversee the transition of completed IT projects from the internal IT operations team, with potential collaboration from 3rd parties to the MSP service delivery team.
  • Evaluate and implement automation tools and technologies to streamline repetitive tasks, improve efficiency, and reduce human error.
  • Develop technical relationships with key suppliers and business partners.
  • Ensure that project handover agreements are clearly defined, detailing responsibilities, documentation, support processes, and timelines.
  • Develop and manage the IT operations budget, identifying cost-saving opportunities without compromising service quality.
  • Organise the establishment and configuring of training resources for global IT staff as required.
  • Collaborate with the finance department to code, integrate, and maintain IT-related financial transactions in the organisation's financial systems ensuring accurate allocation of costs, budgets, and expenses related to IT operations.
  • Provide oversight and leadership to the Global IT Operations team to ensure a high-quality service is delivered that meets the needs of the stakeholders.
  • Establish and maintain a centralised knowledge base repository containing technical documentation, troubleshooting guides, best practices, and user manuals.
  • Ensure that IT policies are communicated effectively to all relevant stakeholders and are consistently followed.