IT Services & Operations Lead at Sheer Logic

The IT Services and Operations Lead role is a business-facing role with a requirement for technical understanding, but more importantly, the ability to understand and communicate effectively with the business. The role ensures effective and efficient delivery of new tech deployments, ongoing service, support, stability and compliance across their markets.

Responsibilities


Manage local 3rd party technical service.
Ensure high standards of Digital & Technology (D&T) Technology Engagement (end user experience of D&T tools, services and processes) are maintained across all markets within the region.
Ensure financial management of BAU (business as usual) AOP (annual operating plan) meets required standards of forecast accuracy and O&R reporting.
Ensure requests from initiatives requiring support are addressed in a timely manner by acting as an escalation point within the Kenya market for both users in the market requiring support from global teams, and also for global support teams requiring feedback / input from market or market users.
Ensure Information Management & Security (IM&S) agenda is followed and compliant within D&T scope at market level.


Requirements


College/ University graduate level.
Strong verbal and written English communication skills.
Ability to effectively and simply communicate technical concepts, solutions and implications in a business language.
Knowledge of general information security management.
Ability to build and maintain successful relationships across the business, D&T community and within the Technology Engagement (TE) team.
Good understanding of local business and processes for the markets (Kenya and Uganda)
Broad technical and functional knowledge on applications supporting the business (including various legacy applications) .
Good organizational, customer service and employee relation skills.
Self-directed and focused on a goal or end-state as opposed to specific tasks.
Strong problem solving planning/ organising, highly detail conscious.
Demonstrated experience in delivery of IT services under service framework (ITIL, COBIT).
Quick learner who exhibits resiliency and tenacity in the face of challenge.
Have a huge passion for growing and developing.