The Job

• Define future support model and process for a new organization within DF Group
• Define and manage transition plan from project into business as usual operations
• Perform defined tasks to monitor service delivery against service level agreements and maintain records of relevant information
• Produce regularly analyses service records against agreed service levels to identify actions required to maintain or improve levels of service, and initiates and reports these actions
• Act as Incident Manager to manage impact assessment and communication between offshore support centre, IT suppliers, and business stakeholders
• Maintain support processes and check that all requests for support are dealt with according to agreed procedures
• Collect application and infrastructure performance statistics and create reports
• Initiate and monitor actions to investigate and resolve problems in application systems and services
• Assist with the implementation of agreed remedies and preventive measures

The Person

• A minimum of a Bachelor degree with at least 5 years of working experience in IT, in FMCG or retail industry is a plus
• Strong experience in IT Operations Management with exposure to ITIL
• Experience with managing IT Operations with multiple vendors and businesses in the landscape
• Very structured, with analytical mind and operational management skills
• Excellent communication and presentation skills with strong stakeholder management skill
• Proficiency in written and spoken English is essential