Assistant Manager - Information Technology (IT) WNS Global Services

Job Description
Description & Key Responsibilities

• The purpose of the Assistant Manager role is to assist the IT manager in maintaining, implementing, and improving IT systems,  compliance and asset management, and to take leadership, ownership and accountability of customer relationships, and staff management.

Assistant Manager tasks include but are not limited to:

• Lead and Mentor the Program Analysts and Snr Program Analysts.
• Develop, stimulate and evaluate the analyst’s growth and guide them toward their career roadmaps.
• Coach and assist Analysts in their relevant responsibility areas.
• Promote team cohesion and ownership. Motivate and inspire the IT team to achieve targets.
• Apply strategic thinking where people, process and technology management is concerned.
• Act as a point of escalation for customers and manage their expectations.
• Manage vendors and ensure their service delivery meets organizational expectations.
• Ensure the alignment of technology and business objectives.
• Keep abreast of latest technology and process improvements with focus on continuous improvement
• Ensure efficient and cost effective BAU support is delivered to the customer in line with the business objectives.
• Attend operations and project meetings to document and relay the information to the rest of the IT team.
• Draft reports on IT Service Delivery and present the data to management.
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, Identify opportunities and risks and suggest appropriate action.
• Ensure minimum downtime, proactively identify potential risks and suggest and drive solutions.
• Address all HR related matters including absence, performance and behavior management.
• Ensure that IT staff are appropriately skilled and enabled to carry out their duties efficiently and effectively.
• Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required.

Qualifications
Minimum Education Requirements

• Tertiary IT Qualification (Required)
• Management Qualification (Desirable)
• ITIL V3 Certified (Desirable)
• Asset Management and Stock Control Experience (Required)
• Incident Management and Change Management Experience (Required)
• Compliance Experience (including Anti-Virus, Patch-Management etc.) (Required)
• Project co-ordination / management experience

Additional Information
Work Experience Requirements

• Minimum of 5+ years overall experience
• At least 3  years’ experience in an IT Team supervisory or management Role (Required)
• Broad general knowledge and awareness of the IT landscape (Required)
• Analytical and Practical motivated self-starter. (Required)
• Be an IT specialist, but also have an understanding of commercial operations. (Required)
• Good Communicator (Required)
• Sound understanding of business processes and IT operations (Required)
• Assertiveness (Required)
• Good understanding of the ITIL V3 Framework and implementation thereof (Desirable)