What success looks like in this role:

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High-Level Description:

 

This role is to manage a team of experienced System Engineers and System Administrators to support large government client(s) within a multi-vendor environment using the SIAM framework.  To excel in this role, you will need to be a proven engineering leader with strong ICT systems engineering skills and experience within the Digital workplace domain predominantly on M365 technology. As this role is client-facing, you will need to have excellent communication, presentation and collaboration skills. As part of this role, you will also act as a point of contact for the Client delivery executives and other account executives.

 

Responsibilities and Accountabilities:

 

Candidate with 15+ Yrs ICT experience with at least 5 years as a team leader or manager.Degree in an ICT related fieldExperience with ITIL and SIAM frameworks,Strong experience in Microsoft Azure Cloud within M365 stack on Intune, Endpoint manager, Office 365, Collaboration tools etcExperienced people leader and capable of managing a team of 50 or more members preferredExcellent communication and presentation skillsExperience in managing Govt. projects and a good understanding of the governance structureSet career path, training and engagement of people in their respective domains as well as cross functionalResource hiring/alignment to projectsAccountable for achieving delivery goals (customer specific SLA as well as KPIs) in large and complex enterprise environments involving use of different tools and technologiesDrive Evergreen & release management process to keep the estate up to dateDrive technology Roadmap for client estate and future state of operationsDrive client satisfaction using continuous service improvements in technology & processPeriod reporting of SLA / KPIs and monthly service performance review with customersEscalation managementEngage with clients on business needs and build necessary IT solutions / improvements / scope extensionDrive cost optimisation against current baseline via automation / efficiencyDevelop the Standard processes for Incident and change management as to be followed in operations for End user computing group and adherence to ITIL guidelinesTrack & report productivity and quality KPIs (and related KPI goals), for team as well as the mechanism to track themUnderstand the offerings under modern device management & seamless collaboration portfolio and generate organic growth opportunitiesCapable of analyzing the ever-changing technology landscape and providing advisory services to the clients on potential impact on managed services

You will be successful in this role if you have:

Necessary skills:

 Strong understanding of ITIL, specific to Change & Release management

Experience in managing large-scale transition projectsAbility and willingness to take direction from leaders, SDM and Client ExecutivesAbility to work in a team environment & drive day-to-day operationAble to adapt to a changing technical environmentAbility to coach other members team in their area of expertiseAbility to communicate clearly with all team members and end-users

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