Job Description

- Lead, manage, and mentor a team of ICT professionals, fostering a culture of continuous improvement, collaboration, and customer service excellence.
- Develop and implement operational strategies for managed ICT services, including cloud services, network management, and IT infrastructure support.
- Ensure that service-level agreements (SLAs) and key performance indicators (KPIs) are met or exceeded, providing regular reporting to senior management.
- Collaborate with stakeholders to identify their ICT service needs, ensuring alignment with business objectives and optimal service delivery.
- Oversee incident and problem management processes, ensuring timely resolution of issues and proactive identification of recurring problems.
- Manage vendor relationships and coordinate with third-party service providers to ensure quality service delivery and compliance with contracts.
- Implement and maintain robust ICT security practices to safeguard company data and ensure compliance with relevant regulations.
- Drive process improvements and technology advancements to enhance operational efficiency and service quality.
- Stay current with industry trends and emerging technologies; recommend innovative solutions to improve service offerings.
- Manage departmental budgets, resources, and procurement processes, ensuring cost-effective operations.

Qualifications

- 5+ years of experience in ICT operations management or a related role, with a strong background in managed services.

- Proven leadership skills with experience managing and developing high-performing teams.

- Comprehensive understanding of ICT service management frameworks such as ITIL.

- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

- Excellent communication and interpersonal skills, capable of building relationships with technical and non-technical stakeholders.

- Proficiency in ICT tools and platforms, including cloud services, networking, and infrastructure management.

- Project management experience is desirable, with familiarity in methodologies such as Agile or Scrum.

- Relevant certifications (e.g., ITIL, PMP, CISM) are a plus.