Head of Technology Services

Establishes organisation's overall IT infrastructure strategy and roadmap to transition the organisation towards its future-state IT infrastructure (various cloud, network, storage and security technologies, as well as cloud computing models and services)
- Define, drive and implement a strategy to drive adoption of service management and operational best practices relevant to on-premise and cloud computing services.
- Develop and implement a strategy and roadmap for achieving organizational excellence in the ITSM services, procedures and tools
- Ensuring and be concerned with things that require immediate attention to carry out successful execution of KEN's IT security operations, and business continuity; Develop with CyberSecurity team and enforce security protocols, policies, and procedures necessary for safeguarding cybersecurity threats.
- Plan, maximize and lever on AIOPS automations to achieve efficiency and long term sustainability.
- Acting as a trusted strategic advisor: May work alongside business leaders to help determine which projects should be undertaken why and when, not just how.
- Drive strategic/vision and forward planning & implementation in respective areas for continuous growth and improvements.

JOB REQUIREMENTS

**Responsibilities**:

- Global Head of Infrastructure and Operations:

- Accountable for managing the IT infrastructure and resources required to plan for, develop, deliver, and support IT services and products.
- Set infrastructure standards and optimize savings through compliant procurement of compliant products, in collaboration with Enterprise Architects, regional technology heads and Global Procurement.
- Accountable for server infrastructure, network and connectivity services, Unified Communication services, storage and backup services, cloud computing, desktop services, file and print services, mobile services, and authentication services.
- Vendor management of managed services
- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
- Globally available, resilient and flexible technology platforms which are secure by design and cost effective (Hybrid Cloud, O365, Global Network, etc.)
- Service Management Quality and Excellence:

- Responsible for leading a team in the areas of service transformation, service management, metrics, and reporting benchmarking against ITIL ITSM Framework and standards
- Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams
- Provide tactical and strategic recommendations based on ITSM key performance measures
- Security and compliance included by design in various Technology Services Platforms. Automated identification and remediation of security and compliance configurations
- User Experience Transformation:

- Using self-service, predictive analysis, self-healing and AI/LM based tools to improve users experience (Faster turnaround, lesser disruptions, easier to use)
- Manage People
- Review operational strategies, policies and targets across teams and projects
- Develop strategies for resource planning and utilization
- Review the utilisation of resources
- Oversee the development of learning roadmaps for teams and functions
- Establish performance indicators to benchmark effectiveness of learning and development programmes against best practices
- Implement succession planning initiatives for key management positions

Job Requirements:

- Degree in Computer Science, Information Technology, Computer or Electronics Engineering or any other IT major.
- In-depth knowledge of IT Service Management (ITIL) frameworks, Cloud Computing and Global Connectivity Infrastructure Support.
- Demonstrated experience in leading process improvement and organization change initiatives.
- Proven expertise and overall responsibility in customer service and contact center services, performance, and new generation capabilities.
- Excellent presentation, time management, and collaborating skills.
- Technical competence (understand service offerings, etc.).
- Motivated, goal oriented, persistent and a skilled negotiator.
- High level of initiative and work well in a team environment.
- Handles stressful situations and deadline pressures well.
- Detail-oriented, decisive and persuasive.
- Plans and carries out responsibilities with mínimal direction.
- Coach, counsel and is responsible to