Head of Client Technologies
Aspire Zone Foundation
Total years of experience :23 years, 7 Months
Collaborates across corporate functions and departments to align IT services to business requirements and manages services provisioning to ensure achievement of expected corporate objectives and value delivery to end users.
Responsible for managing in-house & outsourced resources, processes and technologies to effectively and efficiently deliver and support quality IT services across Aspire Zone Strategic business units.
Manage enterprises technology roadmap including managing requirements specification, tender evaluation and selection, and project manage the implementation.
Support the creation and maintenance of a portfolio of competitive IT services that enable the business to achieve positive returns on its investment in services
Manage escalation and provides regular performance reporting to management and customers, and participate in service strategy, design, transition and continual improvement initiatives across all IT functions.
Lead an autonomous team to delivery consistent, continuous service support and delivery for IPTV, Desktop, Application and Infrastructure
Leads the design and implementation of service management policies, processes and procedures to effectively manage IT operations and infrastructure. Work with business and IT Function to receive and act on feedback on service level achievement and incorporating improvement actions into a continual process of improvement plan.
Represent business interest within IT, coordinating with change management to minimize disruption, working with governance to ensure clear policy are in place, and coordinate with project management to ensure that business requirement is understood, communicated and implemented as agreed.
Responsible for the efficient management of Service Operations teams consisting of; Technical Support Engineers, Service Desk Analysts, Service Level Officers and Asset & Configuration Management Analyst.
Manages escalation and work with service level management function to ensure quality and performance of IT services to meet business objectives and customer expectation
Identifying customer needs and ensure that IT is able to meet these needs as business needs change over time and between circumstances. Responsible for ensuring that IT understands these changing needs.
Establish and maintain a constructive relationship between the IT and the customer based on understanding the customer and their business drivers.
Drive performance and continual improvement of IT Service support and delivery thru cycle of negotiating, monitoring and improving aspect of people, process, products, projects and policies to achieve Service Level target. Also manages IT Service Desk operation, Technical Support team and Asset & configuration function.
Design and implement service level agreements (SLA’s) in relation to contracted services, ensuring the service level targets are achieved; service quality and customer expectations are met or exceeded
Ensure OLA’s, and any third party supplier agreements are established and are in alignment with and capable of delivering services within agreed time frames.
Build and maintain Customer relationships forming strong relationships with the Customer and improves understanding of Customer requirements and business drivers.
Manage the Service Review cycles including quarterly internal reviews with Service Providers and customer covering performance, quality and processes
Overseeing the operation of the Service desk to ensure that end users are receiving the appropriate level of service. This includes the responsibilities of managing procedures related to the identification, prioritization and resolution of end users incident, problem and requests;
Manage the coordination of incident, problem, change and release management activities.
Assist in development of policy, procedure and process to improve the overall service support practice.
Analyse 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.
LAN and WAN daily administration, including system stability, integrity, and troubleshooting
Rapid deployment of fixes to network devices in response to newly identified security threats
End-user support, active directory management, user and computers account
Documentation of network systems, operational procedures, network topology, and hardware inventory
Involved with software licensing tracking and purchasing
Recommend to the IT Manager any useful ideas to maximize resources utilization.
Completed Post graduate diploma in IT Service Management