Strong understanding of IT service management (ITSM) frameworks, particularly ITIL.
Extensive experience in managing and leading IT operations teams.
Excellent problem-solving and analytical skills.
Ability to manage multiple tasks and priorities in a fast-paced environment.
Strong communication and interpersonal skills to work effectively with both technical and non-technical stakeholders.
Familiarity with incident management, change management, and continuous improvement processes.
Previous Telco experience is highly desriable.
Key Accountabilities:
Manage & Govern activities undertaken by Managed Services Partners (MSP), Leveraging the MSP to deliver value for money as well as high quality outcomes.
24x7 Platform Management once a platform is Operationalised by an OSS Engineering team.
Accountable for L1, L2, & L3 (Config and Minor code change for break fix) and seeking Engineering / Vendor support for major break fix
Managing all InfoSec & Cyber policy requirements on OSS, including management of all deviations and working with OSS Engineering Manager of platform for any major remediation or upgrade.
Management & Governance of Supplier activities in relation to OSS Services, including ensuring the compliance of supplier personnel to company policies.