Global IT Systems Manager

Summary about this job

Detail information about job Global IT Systems Manager. Terms and conditions vacancy

Hansen Technologies is a global CIS/BSS provider servicing the Utilities, Pay TV and Telecommunications industries. We have over 31 global offices and deliver billing solutions to customers in 80 countries. As a growing company, we are looking for highly motivated individuals who can grow with the company’s products and services while contributing to our wider goal of acting as a valued customer partner.

The Global IT Systems Manager is responsible for managing the implementation, operation and control of all IT Systems infrastructure required to deliver, and support IT services and products to meet business/IT objectives. This includes managing the delivery of a globally consistent service experience through reliable IT Infrastructure solutions, at agreed service levels and competitive cost per unit for Unix, Linux, Database services globally. Through successful leadership this role will enable the Infrastructure Systems team to deliver and maintain the availability, integrity and security of Hansen’s IT infrastructure.

Key Responsibilities

Leadership, Direction and Planning

• Define and embed Systems Infrastructure strategies, policies, standards and procedures for providing IT infrastructure assets in alignment with Hansen’s overall IT strategy and business objectives
• Optimise the use of Hansen’s IT infrastructure to enable IT services to be delivered at required levels and ensure there is adequate IT infrastructure capability and capacity to accommodate future workloads
• Monitor the external environment to identify opportunities for infrastructure development, enhancement and integration
• Consult with the Global Head of Infrastructure and Global IT Security Manager on any issues that pose a risk to business continuity and any opportunities for automation, cost-savings or service-quality improvement
• Manage hardware/software licensing requirements in line with set enterprise architecture standards
• Engage with the Global IT Security Operations Manager to maintain a secure environment
• Engage with the internal and external auditors to support the review and execution of control procedures
• Establish and maintain an ongoing collaboration with colleagues in the Global IT Leadership team
• Ensure a common line of sight, identify inter-dependencies and develop agreeable solutions to address any encountered challenges

Service Delivery Control & Operations

• Manage the operational delivery of all IT infrastructure services for server, storage, database, IT Service Asset & Configuration Management
• Oversee the day to day operation of Infrastructure Systems Operations capabilities to meet IT service workload in line with Hansen team and Customer expectations including maintenance (patching & OS upgrades), problem management, service asset & configuration management, monitoring, backup/archiving and transition to production
• Manage ongoing capacity and performance of the Global systems team to maintain the availability, integrity and security of all IT systems infrastructure
• Provide leadership and support to the systems team to ensure teams are performing optimally and in alignment with agreed SLAsManage effective working relationships with IT infrastructure and operations vendors and external service providers
• Document all work carried out in accordance with required standards, methods and procedures and adheres to any applicable configuration management procedures
• Collaborate with the Commercial Manager and others to provide estimations and prepare quotes
• Assist and support a Systems and Database Community of Practice

Technology Implementation

• Maintain the deployed/transitioned infrastructure into the Production environment through minor developments and upgrades in systems, databases and datacentres
• Synchronise necessary actions across the systems team to prepare for deployment of new infrastructure from the projects team

Team Management

• Manage and support all Systems Infrastructure & Operations team activities both on and offshore
• Perform regular quality and performance auditing of the Infrastructure & Operations team and ensure adherence to SLAs
• Perform people management activities including workload scheduling, conflict resolution, professional development and performance management

Key Skills and Attributes

Technical skills

• Tertiary qualification in Computer Science, Information Systems or Business, or comparable industry experience
• 12+ years’ experience in an infrastructure and/or operations management role
• Substantive background in IT infrastructure and IT operations, with a strong technical understanding of the areas of responsibility within this function
• Demonstrated exceptional leadership and people management skill, including partnering with HR on performance issues and appraisals
• Proven ability in understanding complexities of managing a global function
• Project management skills and good personal time-management skills
• In-depth knowledge of technology infrastructure and data centres across different organisations
• Excellent interpersonal, communication and negotiation skills
• Solid understanding of business needs, working to deadlines and focusing on customers beyond the technical/technology aspects
• Stakeholder management: Experience as a change agent with the ability to influence others
• IT Infrastructure: The system of hardware, software and service components that supports the delivery of business applications and IT-enabled processes
• IT Operations: The management and processes associated with IT infrastructure
• Previously managed and lead a team of circa 30+ FTEs both locally and internationally

Personal/Soft skills

The personal skills required for the role include working with customers, management, employees and external consultants.

• Responsibility, customer focus, commitment and dialogue
• Team player
• Business minded
• Service minded
• Communication skills
• Knowledge seeking
• Focus on continuous learning
• Proactive and motivated management style