The responsibility includes, but is not limited to:
- Service delivery responsibility of Manila IT Operations Center
- Delivering the KPI’s agreed with Head of IT Operations and supporting the goals related to end user satisfaction and operational robustness
- Service delivery responsibility of the Manila IT Operations team in alignment with Head of IT Operations
- Managing internal IT Operations staff and Team Leads (total team is 16 Inc. manager)
- Drive the IT Operations team continuously towards more self-service, left shifting and automations wherever applicable
- Developing, maintaining and ensure execution within tools, methodologies and knowledge necessary to run the IT Operations team efficiently
- Accountable for the execution of procedures related to monitoring, automation, left-shifting and self-service
- Ensure service professionalism in IT Operations and shift turnovers
- Manage and escalate local issues
Management responsibility
- Provide strong leadership to the team in Manila, including coaching and mentoring
- Work on staff engagement initiatives to enhance motivation and effective delivery
- Manage IT Operation activities daily, including day to day collaboration and alignment with Managers, Team Leads, Supervisors and Specialists
- Ensure a healthy working environment, which fosters openness, innovation and continuous improvement
- Accountable for ensuring adequate staffing and skill levels at all times to ensure skill balance/manpower to deal with all volume of work as categorized within the Service Catalogue for IT Operations
- Responsible for day to day operational performance of IT Operations measured through various statistical reports
- Day to day management in line with ProV/Maersk policies and tools: Vacation planning, administrative approvals, performance follow-ups, Employee Engagement Surveys, etc. (department approvals incl. financial will be handled by Head of IT Operations)
- Act as escalation point for the Team Leads and Specialist and be the extended arm between IT Operations in Manila and Head of IT Operations in Denmark
Secondary responsibilities
- Identify and recommend changes or enhancements in available information technology or equipment
- Identify and recommend initiatives that will drive service professionalism in IT Operations (incl. KM/Quality)
Delivery responsibility
- Accountable for service professionalism in the resolution of all incidents and requests that falls under the responsibility by IT Operations and by accordance to the SLA’s as listed under the Service Catalogue
- The IT Operations Manager is responsible for designing the appropriate processes and procedures to build a proactive technical support center, managing the IT Operations Center staff, and taking ownership of all technical issues
- To ensure ORA/ORT is followed
Process Delivery
Accountable for the execution and process adherence in IT Operations of
- Incident Management
- Change and release Fulfillment
- Problem Management
System ownerships
Reporting
- Monthly management reporting
- RCA reports per problem management process
- SLA reporting (OLA)
Financial
- ProV related financial tasks
Skills
- Good leadership and management skills
- Strong knowledge of IT operations on a global scale
- Strong automation and self-service knowledge
- Strong experience in the values of pro-active monitoring
- Good coaching skills
- ITIL v3 certified and preferable intermediate level
- Overall monitoring knowledge
- Manage and facilitate change
- Analytic and reporting skills
- Proactive
- Understand the business requirements