IT Manager

Information Technology Services Manager – Middle East and Africa (MEA)

The Information Technology Services Manager will be responsible for ensuring excellent internal and external customer experience through optimal design and performance of IDP MEA IT systems and operations. The role involves leading the implementation of global IT policies, procedures, and best practices within the region.

This includes managing all IT services to the MEA region continually improving towards best practice with respect to cost, quality, and service. The successful candidate will also develop and implement strategic and operational plans and roadmaps for IT services in the MEA region ensuring alignment with corporate infrastructure and operations.

• Key Responsibilities:

• Manage IT systems and services including networks, telephony, video-teleconferencing, security, servers, workstations, storage, backup & disaster recovery, support, and coordination of third-party vendors.

• Active management of crisis situations and incident resolution, including liaison with global technology teams and/or third-party vendors.

• Oversee the ongoing maintenance and support of all infrastructure technology, applications, and services across the MEA region.

• Act as an interface between suppliers/carriers/vendors and the organization.

• Managing regional vendor relationships, including contract negotiations, financial tracking, and performance, ensuring remedial actions are taken to address underperformance and ensure deliverables are within agreed SLAs.

• Effectively manage a small team to deliver effective IT operations to the business across the region.

• Lead in planning and executing business and technology projects and system implementations to deliver effective business and customer outcomes.

Detailed Description:

• The Technology Services Manager will be hands-on in the daily management of all IT systems and services.

• Manage Disaster Recovery plans, including implementing procedures, plans, and security.

• Oversee the ongoing maintenance and support of all infrastructure technology, applications, and services across the MEA region.

• Act as an interface between suppliers/carriers/vendors and the organization.

• Managing regional Vendor relationships including contract negotiations, financial tracking, and performance, ensuring remedial actions and taken to address underperformance and ensure deliverables are within agreed SLA's.

• Lead the implementation of global IT policies, procedures, and best practices within the region.

• Identify IT security issues and drive mitigation plans, including participation in global security initiatives and response plans.

• Take lead in IT security audits in conjunction with global teams to identify and mitigate potential threats and risks.

• Implement and enforce quality assurance and change management for the region.

• Participate in the global Change Management process representing regional needs to global teams.

• Provide Service Assurance reporting to Senior Stakeholders on the technology systems, initiatives, and services status related to the region.

• Review and optimise responsibilities of existing MEA IT talent to enhance total regional support.

• Lead build of MEA IT team by developing of existing talent and longer term - recruiting.

• Review IT financial and non-financial KPIs with regional management, procurement, and global IT to optimise IDP MEA IT services.

• Participation in global procurement and sourcing processes, including driving these for the region.

• Work closely with country leaders, procurement, and third-party vendors to plan and execute optimised purchasing of IT assets and services (including communications).

• Undertake any other duties as reasonably directed by management.