Key Duties & Responsibilities    

Effective IT-Business Collaboration


Establish and maintain a strong working relationship with business leaders and key stakeholders to ensure IT services and solutions are aligned with business goals and objectives.
Act as a trusted advisor to business functions, understanding their needs and providing technology solutions that support operational efficiency, growth, and innovation.
Collaborate with business teams to prioritize IT initiatives based on strategic business objectives.


Seamless IT Service Delivery


Manage and resolve IT issues within the business function/area, ensuring minimal disruption to business operations.
Monitor and track IT service performance, striving to meet or exceed user satisfaction targets and Service Level Agreements (SLAs).
Provide timely communication regarding IT incidents, outages, and maintenance windows to minimize impact on business operations.


Service Quality and User Satisfaction


Ensure high levels of satisfaction among end-users by providing efficient and effective IT services tailored to the needs of the business function/area.
Implement and manage feedback mechanisms to continuously assess and improve IT service delivery.
Coordinate with IT support teams to address end-user concerns, identify root causes, and ensure quick resolution of recurring issues.


IT Security and Compliance


Champion IT governance and security practices within the business function/area to ensure compliance with internal policies, industry regulations, and audit standards.
Work with the IT Security team to ensure that systems, data, and infrastructure within the business function/area are secure and protected from potential threats.
Support the implementation and monitoring of IT compliance initiatives to ensure regulatory requirements are met and risks are minimized.


Enhanced Process Efficiency


Identify opportunities for process improvement within business functions and propose technology solutions that increase efficiency, reduce costs, and streamline operations.
Lead or support the implementation of process automation or digital transformation projects that enhance business workflows and productivity.
Regularly assess existing technology solutions to ensure they remain aligned with business needs and deliver maximum value.


Accountabilities

If the incumbent in this role is successful at the job, they will be accountable for the following:


System uptime.
User satisfaction score.
Project deliver efficiency.
Incident response time.
Compliance adherence.


Skills, Experience & Education    


Bachelor’s Degree in Information Technology, Information Systems, or a related field.
Postgraduate qualifications (e.g., Master’s degree or relevant advanced certifications) will be an advantage.
Relevant certifications (e.g., ITIL, Agile, or similar) are preferred and will be considered an advantage.12+ years in IT, with 2+ years in a business-facing IT role.
Experience in IT operations, service management, or project coordination within a complex organizational structure.
Ability to analyze and resolve issues within the assigned business function/area, balancing both tactical and operational requirements.
Strong interpersonal skills to collaborate effectively with stakeholders and manage expectations within the business function/area.
Familiarity with IT service management practices, incident resolution, and root cause analysis.
Basic project management skills to support IT projects and process improvements within the business function/area.
Understanding of IT compliance, data privacy, and security standards to support business function/area adherence to policies.a