Vice President: Digital & IT | Infrastructure and Platforms at Imperial Logistics

Reporting to the Senior Vice President: Digital & IT | Enterprise, the incumbent serves as the custodian for Infrastructure and Platforms and accountability for ensuring the delivery of Digital & IT services, in line with agreed SLAs, across the organisation. Responsible for driving teams to ensure the up time and availability of infrastructure and platforms. Manages the oversight and resolution of critical issues in the business while liaising with key stakeholders either within Digital & IT or across the organisation. Manages the service desk and end user computing teams, supporting the organisation, and the associated operational budget for the Service Integration capability aligned to Digital & IT specifications. Manages the relationship with vendors to ensure SLAs are met.

Job Outputs / Key Accountabilities:

• Develop the creation through collaboration with key stakeholders of the Infrastructure and Platform strategy and roadmap for the Digital & IT landscape
• Provide deep infrastructure and platform expertise to make strategic infrastructure decisions
• Collaborate with the Platform Managers to resolve problems and issues that arise within their portfolios
• Accountable for defining the service operations lifecycle from issue inception to resolution with the accompanying escalation paths and priority levels
• Accountability for Digital & IT production and support services according to management protocols and Service Level Agreements (SLAs)
• Develop strategic relationships across the business
• Serve as the subject matter advisor between relevant stakeholders/service providers to ensure collaboration and co-ordination between all parties
• Collaborate with relevant stakeholders to analyse the customer feedback applicable to operations
• Assist in organisation wide continuous improvement activities and initiatives
• Support the team by utilizing expertise to guide situations and achieve outcomes
• Manage budgets and resources for Infrastructure and Platforms, Service Desk and End User Computing (EUC) according to set Digital & IT targets
• Identify industry and market trends to ensure that the infrastructure and platforms are aligned to best practice
• Embed a working culture that ensures continuous improvement and learning across the teams
• Develop and maintain the required minimum IT infrastructure standards for Imperial facilities
• Manage third parties and the respective KPIs and SLAs where services have been outsourced

Drive and/or provide oversight:

• The management and support of the infrastructure landscape, including defining vision, strategy, outcome-driven infrastructure development roadmaps and creating and managing backlogs within the Infrastructure & Platform teams
• For defining and developing new cloud-native products and services, including reusable domain-specific micro services
• And track Key Performance Indicators (KPIs) and other measurable success criteria to develop and recommend cost effective technical system improvements across Digital & IT
• For providing technical support and input on the application of technology to a defined business segment.
• Effective decision making that is aligned to the budget, scope, profitability and success of the Digital & IT function and the organisation
• The transition from onsite infrastructure and hardware to a cloud first organisation that leverages new technologies and infrastructure
• Effort to ensure all projects/programmes are following corporate standards and security policies
• Execution of SLAs, customer satisfaction and metrics for supported processes
• Capacity, utilization, financial forecast and actual reports for Digital & IT leadership
• The auditing of processes and reporting to ensure compliance and identify process and performance defects and maintain the IT strategy, IT roadmap, architectural principles, standards, policies and solution governance
• The oversight of performance reporting on an executive weekly/monthly/ad-hoc basis
• Resolution of high criticality issues/problems that are escalated within the Service Desk
• Continuous communication with the affected stakeholders of the escalated issue (business executives and Digital & IT leadership)
• Oversight of the overall issue/problem management resolution process
• The support teams to monitor systems and trends and prevent occurrence of incidents, problems and errors and improve overall performance
• Continuous improvement of business process, event management framework to ensure alignment to leading practice
• In collaboration with relevant stakeholders, the event categorization framework to qualify events and determine remediating actions and the appropriate escalation paths

Ensure:

• Collaboration across teams together with product owners in ensuring the necessary infrastructure is in place to support developmental projects
• Creation of the Infrastructure roadmap and ensure that the infrastructure is correctly prioritised and implemented to achieve the strategic goals and initiatives behind the product
• The actual spend on Information Management functions is reported on correctly on a monthly basis
• Collaboration with the organisation to ensure business cases and solution will meet the business need.
• Uptime for the specific WAN/LAN networking technologies, devices, and applications related to the operational support and life-cycle management of the hardware and software infrastructure
• Facilities standards are implemented and regularly audited for compliance according to the IT infrastructure standards
• The delivery of Digital & IT services is meeting SLAs agreed within the organisation
• Customer requirements are correctly translated into realistic capacity and availability goals
• Key performance protocols and plans are in place for vendors that are not meeting SLAs
• Operational support and expertise
• Continuous update and refresh of the service catalogue to ensure the latest version is available in the tool
• Effective decision making to achieve revenue, profitability and strategic goals
• That third parties are meeting SLAs as agreed

Adhere to:

• All corporate governance, processes, procedures, and statuary, legal and other requirements

People:

• Develop and ensure implementation of people capacity plans in line with performance objectives.
• Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment.
• Create an engaging, enabling and productive work climate aligned to the employee value proposition by demonstrating leadership through personal commitment to organisational values.
• Drive and participate in forums that positively contribute to functional knowledge improvement.

Minimum Qualifications:

• BSc (Hons) Computer Science or B Degree (Hons) (Relevant)
• Scrum Product Owner Certified is desired
• Recommended – IT Infrastructure or other relevant IT Qualifications
• COBIT / ITIL certification desired

Minimum Experience:

• Up to 10 years of experience in Product/Platform Management with specific focus in infrastructure domain with general people management experience

Behavioral Competencies:

• Deciding and Initiating Action
• Leading and Supervising
• Working with People
• Adhering to Principles and Values
• Relating and Networking
• Presenting and Communicating Information
• Analysing
• Learning and Researching
• Creating and Innovating
• Formulating Strategies and Concepts
• Achieving Personal Work Goals and Objectives

Technical Competencies:

• Business functional knowledge
• Budget planning
• Disaster recovery planning
• Vendor management
• Risk management
• Strong communication skills
• Relationship management skills
• Technical architecture
• Key platform knowledge (Workplace, Cloud, Storage & Compute)