Manager, IT Operations - Aga Khan University, Pakistan Responsibilities Reporting to Director IT Infrastructure, the Manager IT Operations (MITO) is required to meet the IT support commitments, in terms of Service Level Agreements (SLA) and Customer Satisfaction criterions committed to the entity leaderships of AKU Pakistan. The scope of the MITO covers all AKU locations of Pakistan. Reporting into the MITO will be the following teams: • IT Infrastructure Tier 2 team that is responsible for the direct customer interfacing and resolution of issues. • IT Infrastructure Tier 3 team that is responsible for specialized IT services and issues escalated by the service desk or through Tier 2. In addition to this direct reporting the MITO will also be empowered to work with all other IT teams, inclusive of application teams in the ERP and HIS, as well as Web and Database teams to drive towards problem resolutions within customer committed service level guidelines. This empowerment will be driven by the authority and accountability by the Chief Information Officer to resolve and all cases logged in the Incident reporting and adherence to SLA’s which will be part of the performance measurement criterions of the individuals and teams. The driving motivation and the performance management KPI’s for the MITO will be a Customer Satisfaction Index (CSI), which has representation of all IT Services across Pakistan and adherence to agreed SLA’s. Specifically, the incumbent will be responsible to: • Develop IT Policies and Procedures and to ensure its adherence within IT and within the larger AKU community • Involve in performance and career management of reporting teams, capital and operational budget management. • Be part of Increased efficiencies resulting in enhanced productivity and/or cost savings. • Develop a process to collect performance metrics to measure compliance against the agreed KPI’s mentioned above. • Develop aggressive annual and quarterly goals against metrics for continued improvement in service. • Provide leadership a dashboard for viewing the performance against KPI’s and timely alerts for disruptional IT issues affecting the customers. • Develop and implement robust structure/ processes and feedback mechanism to ensure that a high quality service is provided to IT customers. • Develop a system to conduct regular evaluation of Vendors supplying services to IT. • Recommend process improvements, new project ideas to improve efficiencies. • Plan and monitor IT operational budgets. • Analyze service desk requests and make recommendations for increased efficiency/ effectiveness. • Manage the life cycle of IT assets with complete traceability of items issued to IT division. • Effective team management and Leadership that includes: o Management of personalized IT training for all staff to meet individual career aspirations and to improve effectiveness of the team. o Effective performance reviews so as to provide direct, candid and factually verifiable feedback to each staff. o Transparent and merit based hiring. Some of the criteria for hiring would be Technical competence, can do attitude and fluent English communication skills. • Any other tasks directly assigned by IT Leadership. Requirements • Graduate in Computer Engineering/Systems, Computer Science, or equivalent in related field. MBA is highly desirable. • Five to seven years information technology experience with major part of experience in IT operational management with service desk expertise. • Strong dedication to quality Customer Service and a working knowledge of enterprise-wide service-delivery procedures is mandatory. • ITIL and Project Management certification will be a definite asset. • Excellent interpersonal and cross-cultural communication skills. • Good project management skills with the ability to prioritize and coordinate multiple tasks. • Demonstrable track record of achievement experience of IT operations with performance reporting covering third party contracts and operational level agreements. • Proven commitment to IT Service Management best practices, especially IT Operations Management, Incident Management, ensuring high quality IT services for AKU Events related to meetings, seminars, lectures and Service Request Fulfillment. • Capable to thrive in a fast paced dynamic environment and exhibit an innate “leadership by example” mentality. • Must demonstrate excellent problem solving and communications skills to resolve problems effectively at all levels. • Demonstrate good business acumen to plan and monitor IT operational budgets and IT assets. • Must possess strong presentation and collaboration skills and can communicate all aspects of the job requirements, including the creation of formal documentation. To Apply Please send your CV to [email protected], kindly mark the subject with “10000862”. Only shortlisted candidates will be notified. Applications should be submitted latest by November 14, 2014.
Posted on: Sat, 08 Nov 2014 14:00:02 +0000
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