Regional IT Service Manager

Job Summary
As the Regional IT Service Manager, you will leverage your leadership skills and technical expertise to oversee the end-to-end service delivery process across the region. You will act as a key point of contact for escalations, manage conflict resolutions and place a strong focus on nurturing productive relationships with key internal and external stakeholders.

Opportunity to work in IT service delivery at a regional level
Must have exceptional stakeholder and vendor management skills

Job Description

Oversee the efficient delivery of IT services in line with SLA commitments, ensuring high levels of client satisfaction and cost efficiency
Prioritise and manage the resolution of critical incidents as the key point of contact, monitor L1 Service performance and address any escalated problems
Manage external onsite support for IT asset management and ensure the execution of ITS maintenance activities across the region
Oversee updates for End User Device enrolment using SSCM, Active Directory management, and ensure the health of IT infrastructure (e.g., CISCO devices, VMware, etc)
Participate in procurement activities with third-party vendors and contribute to IT asset purchasing, maintenance planning and other ad-hoc projects at the request of the leadership
Take ownership of process improvement initiatives, including scheduling regular reviews sessions to assist with identifying new opportunities and developing implementation plans to achieve these goals

The Successful Applicant

Bachelor’s degree in IT, compute science or related field
Minimum 10 years of relevant experience in a similar role, with a background in IT including incident management, vendor management and service performance monitoring
In-depth knowledge of ITIL practices, with a solid understanding of incident management, escalation procedures, and service delivery disciplines such as Help Desk support, Desktop Support, Network & Server Maintenance
Hands-on experience with Windows OS, SSCM, Active Directory, CISCO devices, and VMware
Exposure to troubleshooting communications infrastructure and configuring network devices
Excellent communication, interpersonal and presentation skills with a demonstrable track record of relationship building with key internal and external stakeholders at all levels