IT Operations & IT Infrastructure Country Manager

Line of Service

Internal Firm Services

Industry / Sector

Not Applicable

Specialism

IFS - Information Technology (IT)

Management Level

Manager

Job Description & Summary

At PwC our people in information technology operations focus on managing and maintaining the technology infrastructure and systems to provide smooth operations and efficient delivery of IT services. This includes monitoring network performance troubleshooting issues and implementing security measures.

Those in IT support at PwC will focus on providing front-line technical assistance and troubleshooting to facilitate smooth functioning of computer systems software and hardware. Working in this area you will be responsible for providing support to internal and external clients to address and resolve issues in a timely and efficient manner through a variety of mediums / channels. The guidance will help to resolve technical issues and maintain efficient IT operations at the L2 up to L4 support levels.

Mandatory Arabic Speaker

Responsibilities

• Managing IT Operations (Desktop Network Collaboration Printers)
• Ensure the smooth running of the IT operations in the field including user support IT systems network services communications and connectivity;
• Provide guidance and support to field office IT staff as they perform troubleshooting and maintenance tasks on the servers PCs and other devices;
• Network configuration assessments and implementing Hardware / software upgrades and improvements;
• Country Leadership Stakeholder Management
• Maintain collaborative relationships with Country Leadership.
• Manage and ensure feedback of country key stakeholder responses and requests to technical teams are responded to within agreed quality and timescales.
• Country Resource Management
• Lead people hours and shifts : this will include staff and team scheduling
• Make sure all required responsibilities within the country are defined and staffed with appropriately skilled personnel.
• Participate in capacity modeling and forecasting over the Technologys planning or budgeting cycle.

Country Project Support

Assist in planning and executing TechMajlis rollout projects and system implementations in the field in an organized and effective manner.

Assist in planning and managing new office build outs and office moves

Country Budget Management

Forecast future budget needs for the country Review country budget and Suggesting spending improvements that decrease costs.

Country Service Improvement Planning

Proactively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.

Monitor country services and initiates actions to resolve any shortfalls according to agreed procedures.

Develop and implement new IT procedures in the field and review and enhance existing procedures.

Country Local Comms. Management

Oversee local communications ensuring the message is consistent and engaging.

Collaborate with field teams to draft and roll out messages for local content.

Country Asset Management

Ensure the implementation of the asset management strategy across the country.

Provide guidance on country asset management including areas such as -but not limited to- the maintenance of hardware assets licensing of software protection of intellectual property and legal obligations.

Manage tools techniques and processes to create and maintain an accurate asset register.

Country Key Vendor / Supplier Management

Facilitate and maintain relationships between TechMajlis and country vendors / Suppliers negotiating contracts creating standards for the vendors and finding the best available vendors.

Country Training Demand

Identify and assess the training needs of the Techmajlis team through job analysis career paths and consultation with managers.

Effectively manage the training budget.

Country Demand Management

Apply techniques to control the demand upon a particular resource or service.

Forecast plan country demand and provide reports concerning demand management

Develop routine and ad-hoc country demand reports for management.

Country Customer Satisfaction

Ensure that customers have a positive experience with TechMajlis service.

Participate in Operations reviews of TechMajlis service covering Country customer Satisfaction SLA performance Operational metrics (Ageing tickets Tickets quality IT assets allocation / deallocation etc.)

Improve customer interactions with all country services and employees within a TechMajlis through the collecting and analysis of customer satisfaction data.

Demonstrated customer-oriented mindset and ability to ensure high service satisfaction.

People Management

Experience in managing small teams and fostering collaboration to achieve results

Strong emotional intelligence with a focus on building lasting relationships and managing diverse teams.

Develops hiring recommendations and assists in recruiting efforts

Works and teaches employees framework for making decisions independently

Allows employees discretion in choosing appropriate methods for completing work

Gives timely feedback and specific examples as needed; confronts poor performers directly with an actionable development plan to address deficiencies

Ensures others have the resources to pursue independent action and promotes decision making and creative problem solving at all organizational levels

Demonstrates trust in others by delegating responsibility but holds employees accountable for achieving results; publicly acknowledges effective performance and celebrates successes

Coaches employees on ways to enhance their level of performance and develop their skills (with a typical focus on developing teams that can run autonomously)

Demonstrates the ability to manage and leverage the talents of a diverse team or staff when driving results

Retain the best people and manage exits professionally.

Seek out feedback from people and use that feedback to develop my team

Create an environment that is psychologically safe where techies ask for and give feedback as a means for constantly improving the work we do.

Embolden my direct reports to make decisions themselves. I have chosen to delegate areas of importance and responsibility to members of my team when they have shown potential capability and are passionate about the outcome.

Education (if blank degree and / or field of study not specified)

Degrees / Field of Study required :

Degrees / Field of Study preferred :

Certifications (if blank certifications not specified)

Required Skills

Optional Skills

Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Coaching and Feedback Communication Computer Engineering Computer Program Installation Computer Programming Computer Technical Support Creativity Embracing Change Emotional Regulation Empathy Enterprise Architecture Incident Management and Resolution (IMR) Inclusion Information and Communications Technology (ICT) Intellectual Curiosity IT Infrastructure Upgrades IT Operations IT Operations Management IT Project Lifecycle IT Support IT Troubleshooting 16 more

Desired Languages (If blank desired languages not specified)

Travel Requirements

Not Specified

Available for Work Visa Sponsorship

Yes

Government Clearance Required

Yes

Job Posting End Date

Required Experience :

Manager

Key Skills

Anti Money Laundering,Accounts Receivable,Javase,Bar Management,Analysis,Commercial

Employment Type : Full-Time

Experience : years

Vacancy : #J-18808-Ljbffr