Global IT Operations Manager at WaterAid

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.
• 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.
• 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.

About You:

• Proven experience in IT Service Management.
• Effective leadership and team management skills to coordinate cross-functional teams and drive collaboration.
• Demonstrate a deep understanding of ITIL framework and practices to ensure effective IT operations.
• Experience of working in technical teams delivering complex solutions.
• Strong interpersonal, negotiation and influencing skills and experience of liaising with senior stakeholders to deliver activities.
• Strong analytical and problem-solving abilities to identify process bottlenecks and implement improvements.
• Project management skills with the ability to prioritise tasks and manage multiple initiatives simultaneously.
• Excellent communication skills, both written and verbal, to convey complex technical information clearly to various stakeholders.
• Be able to demonstrate evidence of delivering successful target operating model improvements.
• Adept at using relevant software tools and platforms for asset management, knowledge base management, project management, and more.

Desirable skills

• IT Project Management expertise
• ITIL Certification
• In depth knowledge of the agile delivery cycle.
• Worked with a Managed Service Provider in a previous role.