The position is responsible for overseeing the delivery of IT services to MyRepublic clients, ensuring quality, consistency, and reliability in our products and services. This role will manage the IT services team, develop service strategies, liaise with clients, and ensure alignment with business objectives.
How you’ll contribute to MyRepublic’s success:
1. Leadership and Collaboration
- Cross Functional Leadership - Lead a diverse team comprising business and technical experts to deploy effective IT solutions, delivering tangible business value while upholding high levels of customer and partner satisfaction.
- Vendor and Partner Collaboration - Collaborate closely with external vendors, group partners, and internal tech teams, harnessing expertise from within and outside the organization to foster continuous learning and development within the team.
- Central Communication Point - Act as the primary liaison for business stakeholders and various IT domains, streamlining communication and ensuring cohesive service management.
2. Project and Delivery Management
- Backlog Management - Provide critical review and oversight of IT backlogs. Manage project activities, enhancements, fixes, and maintenance tasks.
- Agile Delivery Facilitation - Champion the Agile framework for efficient service delivery.
- Project Delivery Oversight - Ensure projects are completed on time, within scope, and budget. Coordinate with cross-functional teams for seamless delivery.
3. Customer and Stakeholder Management
- Customer Expectation Management - Lead efforts to influence and manage customer expectations.
- Customer Satisfaction Assurance - Ensure fulfillment of customer expectations with an outside-in approach.
- Client Management - Act as the primary point of contact for key clients. Develop strong client relationships and address concerns promptly.
4. Process and Standards Adherence
- Compliance with PMO Standards - Ensure team adherence to Project Management Office standards.
- Issue Resolution Leadership - Proactively anticipate, manage, and facilitate issue resolution.
5. Financial and Resource Management
- Manage IT service delivery budget, optimizing costs without compromising quality.
- Ensure optimal allocation and utilization of resources.
6. Security and Compliance/ Risk Management
- Ensure IT services comply with regulatory standards and company policies.
- Oversee the implementation of security protocols to protect data and systems.
- Oversee IT projects to survey risks, ensuring timely, scope-bound, and budget-compliant delivery.
- Implement risk management strategies to mitigate project-related risks.
We think you’ll fit in great with us if you:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Minimum of 8 years of experience in IT service delivery, with a focus on client satisfaction.
- Strong understanding of ITIL frameworks and service management principles.
- Proven leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Strong analytical and problem-solving skills.
- Ability to manage multiple projects simultaneously.
- Certification in ITIL, PMP, or similar is a plus.
