Delivery team consisting of approximately 64 staff.
MAIN RESPONSIBILITIES:
Operational Leadership & Accountability
Provide overall leadership and direction for IT operations teams
Own day-to-day operational performance across all IT service towers
Act as the senior escalation point for major incidents and service failures
Effectively deal with escalations resulting in changing the situation into a positive outcome
Ensure consistent service delivery aligned to SLAs and business priorities
Service Availability, Stability & Performance
Ensure high availability of critical IT services and platforms
Oversee monitoring, event management, and proactive issue resolution
Minimise unplanned outages and service disruptions
Drive continuous improvement in operational stability
Incident, Problem & Change Governance
Provide executive oversight of: Major Incident Management
Problem Management (root cause elimination)
Change Enablement (risk-based control)
Ensure changes are planned, tested, and executed with minimal business impact
Attend CAB and post-incident reviews
Team Leadership & People Management
Lead and mentor operational managers and technical leads
Build high-performing, accountable teams
Manage capacity, workload, and skills development
Foster a culture of ownership, collaboration, and service excellence
Close collaboration with peers to ensure that knowledge, experience and skills are shared to the benefit of the wider Remote Service Teams and customer population.
Introducing the right level of energy to the business that will create the necessary visibility and a presence required to inspire others
Assist the Team Leader to manage the resources within the team in order to optimise productivity and quality standards and meet contractual obligations. Review productivity and resource planning data to identify resource requirements and assist in recruitment and assessment centres.
Ensure Team Leaders carry out day to day running of teams to their specific objectives and to SLA/KPI targets and expected quality
Formal and informal training / mentoring sessions with Team Leaders
Quality check Team Leaders' reporting output, service reports etc.
Liaise with the Team Leaders in planning and implementing effective training and development activities to meet contractual and business objectives.
Identify profiles within the team and work with individuals to agree and maintain personal development plans which achieve business and personal goals.
Be available to help address staff issues ensuring all Corporate policies are understood, implemented, complied with and regularly reviewed.
Set the context and manage the conditions for a learning and empowered environment where personal skills development is encouraged and valued.
Set and manage personal and team standards of behaviour at work, to define the triggers for disciplinary action.
Initiate and manage motivation and reward and recognition processes which deliver staff satisfaction.
Vendor & Managed Services Oversight Pertaining to Contracted Services
Oversee third-party vendors and managed service providers
Ensure vendors meet contractual and SLA obligations
Drive accountability and performance improvements
Support contract renewals, transitions, and service onboarding
Service Delivery, Contract Management & Governance
Ensure ITIL-aligned service management processes are followed
Drive standardisation and consistency across operational teams
Establish operational governance forums and cadence
Ensure accurate reporting and performance visibility
Understanding
Benefits
Health insuranceRemote work options
Additional Information
Why choose Logicalis?
It's not just IT solutions, It's IT global know-how! Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.
Our customers span industries and geographical regions; and our focus is to engage in the dynamics of our customers' vertical markets; including financial services, TMT (telecommunications, media and technology), education, healthcare, retail, government, manufacturing and professional services, and apply the skills of our 4,500 employees in modernising key digital pillars; data centre and cloud services, security and network infrastructure, workspace communications and collaboration, data and information strategies, and IT operation modernisation. We are the advocates for our customers for some of the world's leading technology companies including Cisco, HPE, IBM, CA Technologies, NetApp, Microsoft, Oracle, VMware and ServiceNow
Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider!
We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.
Join us and become a part of something epic!
Logicalis · Harmony