Director of Service Management – World Vision

Position Title:	Director of Service Management	Application Deadline Date:	09 Apr 2013
Position Location:	Open to all global locations	Position Start Date:	01 May 2013
Region:	Asia	Position End Date:	19 Mar 2013
Requisition Category:	International	Recruitment Priority:	Need Immediately
Country Name:	Malaysia	Program/Office Name:	GICT
City/Province:	Open to all global locations	Employee Type:	Contract
Job Grade Level:	18/172	Recruitment Status:	Advertising in Progress
Is this a family post?	Family - Spouse with Children
		Requisition Num:	2013AIRBRE-95XRWL

 
PURPOSE OF POSITION:

The purpose of this position is to lead all ICT personnel in, primarily, field office locations and to ensure proper coordination on a global basis between local ICT processes and systems (e.g., share leading practices, optimise global allocation of ICT resources) and global ICT related initiatives, so as to ensure proper local ICT support (e.g., infrastructure, skills, capacity planning) is prepared in advance. In addition, lead the implementation of key partnership initiatives and field ICT infrastructure based on a published service catalogue. Leads the management of the global ICT services catalogue and ensures that global team manages its delivery as per service level agreements defined for the respective services
The IT Director I role is responsible for managing medium to large teams in the planning, development and implementation of IT services that support the achievement of organization goals. This position manages multiple IT processes within one functional area and provides IT services to one or more regions.


KEY RESPONSIBILITIES:

BUSINESS AND IT STRATEGY:
• Develops the tactical components and strategies to achieve goals.
• Works with business partners to understand business needs.
• Manages the development and implementation of IT initiatives to support business strategy.
  
  CHANGE MANAGEMENT:
• Articulates change.
• Is active and visible throughout the change process.
• Provides frequent, communication to department/organization and clients about the change (i.e., rationale, expected outcomes, the "big” picture) and the impact of the change (individual and business).
• Builds a coalition of sponsorship (managers, staff and clients) and manages resistance to the change.
• Identifies and removes obstacles to change.
  
  GOVERNANCE:
• Leads or participates in a customer advisory board to manage IT services demand.
• Communicates client’s needs and priorities and provides feedback on pricing and investment.
  
  ARCHITECTURE:
• Provides input to technology planning within multiple functional areas.
• Implements solutions consistent with current and future architecture.
  
  PROCESS IMPROVEMENTS:
• Manages the improvement processes that impact customer satisfaction and relationships.
• Owns the designated processes and is accountable for ensuring that established processes are followed.
  
  FINANCE:
• Participates in the development of IT budgets.
• Tracks and takes appropriate steps to stay within budget.
• Provides high-quality services at optimal cost to customers.
• Measures service performance and implements improvements
  
  IT TECHNOLOGY DEVELOPMENT:
• Directs the development and implementation of technology solutions required to increase business efficiency and effectiveness.
  
  SERVICE LEVEL AGREEMENTS (SLAs):
• Participates and provides input to the SLA development process.
• Ensures internal SLAs are met.
  
  VENDOR MANAGEMENT:
• Provides advice and counsel to the vendor relationship decision-making and contract development processes.
• Reviews service provider performance.
• Identifies and confirms performance problems and notifies contract managers.
  
  RESOURCE MANAGEMENT:
• Meets regularly with team to gather work statuses.
• Discusses work progress and obstacles.
• Provides advice, guidance, encouragement and constructive feedback.
• Ensures work, information, ideas, and technology flow freely across teams.
• Establishes measurable individual and team objectives that are aligned with business and organizational goals.
• Documents and presents performance assessments.
• Recognizes and rewards associates commensurate with performance.
• Implements organizational practices for staffing, EEO, diversity, performance management, development, reward and recognition, and retention.
  
  WORKFORCE PLANNING:
• Identifies the roles, skills and knowledge required to achieve goals.
• Ensures staff has the resources and skills needed to support all work initiatives within a limited number of COCs or functions.
• Participates in IT workforce deployment activities.
  

KNOWLEDGE, SKILLS & ABILITIES:

REQUIRED:
• Bachelor’s or Master’s Degree in Computer Science, Information Systems, Business Administration, or other related field. or equivalent work experience.
• Requires experience in managing teams and building relationships with people at a variety of levels.
• Typically has 10 to 15 years of IT and business/industry work experience, with knowledge of one process/service.
• Requires demonstrated ability to launch and deliver one or more IT project(s) on time and within budget.
• Willingness and ability to travel domestically and internationally, as necessary.

Apply Online

FOR QUESTIONS ONLY CONTACT WORLD VISION HERE

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DirectorofServiceMan.pdf