**Role purpose**:
Manage IT Operations function ensuring that systems, services and infrastructure work reliably and securely. Working strategically and collaboratively with peers, senior colleagues in IT, Customer Operations and our Business Units to improve the performance and stability of IT and deliver on the customer experience promises in Vodafone. Leading a complex international team of 8 to 10 people and directing a further 20+ people in our service centres in India, Egypt and Romania. Ensure best practices are developed and shared, asset management is continuously improved, and tooling and processes are simplified. Optimise our sourcing strategy by bringing in house over 90% of all operational resources in order to improve quality and lower costs.
**Key accountabilities and decision ownership**:
- Manage the overall service performance of the function including direction of all teams that could impact this performance
- Implement the tooling strategy needed to support operations and take advantage of the latest technologies
- Set up and manage programmes that deliver to the needs of the business as well as ensuring compliance with the latest standards in SOX, security risk and vulnerability management and lead overall Internal and External Audit
- Lead ICT Security, Privacy & Fraud requirements and compliancy
- Deliver on Amdocs transition into IT Operations L1 and L2
- Lead user management and access controls across IT Operations
- Manage on-floor support, Customer Service Desk
- Trigger cross local markets Guilds to drive enhancements, adoption of best practices
**Core competencies, knowledge and experience**:
- Strong IT leadership skills with the ability to develop and communicate a vision that inspires, motivates and develops people so that they are highly engaged and satisfied
- Excellent verbal and written communication skills; including the ability to explain digital concepts and technologies to business leaders, and business concepts to IT teams
- Instil confidence in the business and demonstrate the value of IT operations
- Generate ideas and develop plans that incorporate business priorities, emerging technologies and industry trends
- Five or more years of experience in communications technology and business
- Strong technical knowledge of the IT environment and technical processes, with a deep understanding of how the IT Architecture supports the business processes.
- Managing and coordinating a team of professionals, that works in complex multinational environment: local vendors and external partners. During a crisis event: manage external stakeholders
- Strong knowledge of the Microsoft Office 365 and Active Directory infrastructure suite of products to support our internal and external customers
- Experience on User Management and Access Control's Background for Security and audit topic
- Manage communication processes and flows (internal alignment in IT Operations team, manage escalations of the business leaders), stress management
**Must have technical/professional qualifications**:
Bachelor’s degree in relevant technology or business field