Head of Technology Support Services
3 weeks ago
**Main purpose of the role**
The role will involve working directly with the Head of DTS and India Operations, Change Delivery Programme Manager, Technical Architect, IT Analysts, main point of contact for third party services providers and a wide range of stakeholders across the organisation, to efficiently deliver the technology support services.
The role requires effective management of IT systems and assets, delivery of fit-for-purpose IT services, management of technology support services team and to act in alignment with CIFF staff needs and system functionality to contribute to organisational policy. It also includes handling the global annual IT operations budgets and ensuring cost effectiveness.
The role is crucial for creating and maintaining focus, enthusiasm, and momentum through effective leadership for technology support services team and building people-centric team ethos, enabling positive and productive environment for employees at work.
The role also has line management responsibilities for the IT Analysts in the DTS team across locations and will be responsible for performance management and pay review related aspects of the team.The role holder will also be expected to deputise for the Head of Digital Technology Solutions specifically in relation to IT Service Delivery matters across any location in times of absence and where appropriate delegation is requested.
**Role’s responsibilities**
- Strategy & planning_
- Prepare and present high-quality analysis and research, as required, to support the business needs in determining future strategic priorities and setting operational plans for IT support.
- Lead and deliver on the development of sustainable strategies related to global technology support services which fundamentally contributes to the realisation of DTS strategy and the associated digital and technology investments, alongside other team members.
- Delivery & performance_
- Develop, set and drive objectives for the technology support services team, with a key focus on customer service and satisfaction.
- Accountable for team delivery against the agreed objectives and for the effectiveness and efficiency of technology support services across CIFF.
- Lead and deliver the overall technology support services portfolio, overall management for resourcing, budget control, communication, and implementation.
- Develop and maintain the required processes, tools, and templates, covering all the aspects of how team operates and how technology projects are planned, executed, and implemented to the organisation.
- Own projects, solutions, and key responsibilities within a larger business initiative.
- Handle business-critical IT tasks and systems administration.
- Research and evaluate emerging technologies, hardware, and software and identify opportunities and make recommendations for effective and efficient use and adoption of IT systems across the organisation.
- Develop and implement of IT policies and best practice guides for the organisation.
- Direct line management for the technology support services team members, provide direction for the technology support services team members and identify the opportunities for team training and skills advancement.
- Conduct regular system audits and share regular operation system reports with senior staff.
- Oversee and determine the timeframes for major IT projects including system updates, upgrades, migrations, and outages.
- Third party supplier management for the technology support services portfolio across CIFF
- Track and maintain hardware and software inventory.
- Stakeholder and partner management_
- Conduct rigorous research and evaluation of potential partners, using agreed corporate protocols and techniques, to assess their suitability and credentials for collaborating on technology initiatives.
- Collaborating with senior colleagues, help to develop strategic technical capabilities to support CIFF’s field facing agenda.
- Membership and leadership of the team_
- Be a role model to less experienced team members, demonstrating CIFF’s leadership behaviours and providing mentorship to aid their growth.
- Adopt a coaching approach with colleagues which instills a culture of openness and trust, embraces diverse thinking, and encourages continuous improvement and learning.
- We operate a matrix structure so reporting lines can vary between specific aspects of the role.
**Requirements**:
**Qualifications & Experience**
- Experience working in multi-site organisations, preferably international.
- ITIL and MS Administration / Azure / Power Platform Certification.
- Excellent knowledge and experience on technical management, information analysis and of the following technologies:
- Microsoft 365 including Exchange, SharePoint, OneDrive, and Teams
- Microsoft Intune, Group Policy Management, Active Directory and Azure Active Directory
- Microsoft Azure
- Citrix ShareFile and Mimecast (mail gateway, Large File Send, Secure Messaging)
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