Head, Digital Workplace at Interswitch

Job Description

• The Head, Digital Workplace is responsible for delivering the best secure digital workplace experience to all employees across all the locations where Interswitch operates (Nigeria, Kenya, Uganda, Germany, United States).
• He/she is responsible for areas such as communication, collaboration, mobility, productivity workplace applications, enterprise resource planning, and workplace innovations to enable employees to perform in a modern and engaging workplace where technology makes the difference.

Responsibilities
Strategy & Planning:

• Responsible for design and implementation of first grade identity management, authentication, email, and instant messaging systems
• Responsible for design and implementation of telephony and telepresence systems for collaboration and branch office connectivity
• Responsible for design and implementation of enterprise resource planning and customer relationship management systems that drive efficiency and customer engagement within the business
• Deploy and manage virtual desktop infrastructure, mobility, and enterprise security solutions to improve online employee experience in readiness for the future of work
• Deploy and manage business and robotic process automation tools and initiatives that drive improved productivity within the enterprise
• Responsible for leading the organization’s strategy, projects, and processes for digital workplace solutions
• Becoming a facilitator between IT and the business in order to work towards a more seamless experience of workplace technology
• Advising the CIO and other senior executives on digital trends and opportunities
• Lead the migration to cloud for enterprise applications where this makes it makes the most sense to benefit from the features and power of cloud solutions Develop policies and procedures that outline how problems are identified, documented, assigned and corrected
• Develop and enforce request handling and escalation policies and procedures
• Responsible for the digital workplace budget, ensuring correct forecast and target goals, and all aspects of contractual revisions, renegotiation, RFPs, for related 3rd party services
• Develop and design roadmaps, implementation strategies and transformation plans focused on cloud journeys regarding Digital Workplace technologies (Microsoft Office 365, Microsoft Dynamics 365, etc)

Operational Management:

• Support and provide guidance for any digital transformation initiatives that helps to empower our employees
• Focus on online employee experience within and beyond the browser (across applications, devices and locations)
• Track and analyze trends in help desk requests and generate statistical reports
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
• Identify, recommend, develop and implement end user training programs to increase employee self-sufficiency and productivity
• Monitor incident trends and anticipate potential problems for proactive resolution
• Responsible for system administration, including management of internal network, VPN, Microsoft Active Directory (AD) and identity management systems and multi-factor authentication systems Responsible for management of the rollout and support of desktop devices, including laptops and printers, and productivity tools such as Microsoft O365, Dynamics 365 (sales and marketing, service, finance and operations)
• Develop service level agreements (SLAs) to establish problem resolution expectations and timeframes
• Analyze performance of help desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Continually monitors technology trends and proposes how these new approaches can be used to optimize technology operations

Requirements
Formal Education & Certification:

• University Degree in the field of Computer Science or “STEM” major (Science, Technology, Engineering and Math) or related field

Knowledge & Experience:

• Minimum of 7 years of IT experience, at least 3 years plus in an IT delivery role
• Minimum of 3 years’ experience in managing teams
• Very good end-to-end understanding of capabilities in the Digital Workplace technology space
• Strong knowledge of the digital workplace product landscape and underlying IT solutions (Cloud office O365, file sharing and collaboration solutions, telephony, conferencing, and mobility)
• Strong solution and systems architecture skills is required
• In depth knowledge of networking, telephony, and collaboration tools
• Experience project managing network, telephony or A/V technology
• Experience working with end users to understand and develop user requirement
• In depth knowledge of Microsoft Windows Server
• In depth knowledge of Active Directory (Design, Security and Administration), identity management systems and 2-factor authentication systems
• In depth knowledge of messaging platforms such as Microsoft Exchange, Exchange Online, Microsoft Teams
• Good understanding of enterprise resource planning and customer relationship management tools such as Microsoft Dynamics 365 and related tools and platforms
• Good understanding of the Microsoft Power Platform and other business process automation tools and low-code platforms
• Good understanding of virtualization technologies such as VMware or Hyper V
• Good understanding of enterprise security and information protection principles and platforms
• Good understanding of cloud and mobile technologies
• In depth knowledge of virtual desktop infrastructure technologies such as VMware Horizon or Citrix
• A good understanding, appreciation and experience with software engineering processes is desirable
• Good understanding of PowerShell scripting and Python is desirable
• Experience with the popular public clouds such as AWS and Azure

Personal Attributes:

• Proven leadership ability
• Ability to set and manage priorities judiciously
• Excellent written and oral communication skills
• Excellent interpersonal skills
• Strong tactical skills
• Ability to articulate ideas to both technical and non-technical addressees
• Exceptionally self-motivated and directed
• Keen attention to detail
• Superior analytical, evaluative, and problem-solving abilities
• Exceptional service orientation
• Ability to motivate in a team-oriented, collaborative environment.