Regional IT Operations Lead

PURPOSE OF POSITION:

The IT Manager III role is responsible for managing and maintaining global IT processes and standards relevant to their area. They manage one or more IT processes within one functional area and provide services to one or more global field office locations.

Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy aligned with the company’s strategic business plan. They oversee the development of corporate standards, technology architecture, technology evaluation and transfer. They manage small to large teams of people responsible for developing and delivering IT solutions for the business and customers. Each role within this job family provides technical and business leadership to their organizations as well as to the business.

IT Leaders are also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and leading the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.

To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of client’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this job family must have excellent communication skills and the ability to influence others.

KEY RESPONSIBILITIES:

Business and IT Strategy:

  • Implements the tactical components of the IT strategy at an Enterprise level.

  • Works with business partners to understand business needs.

  • Manages the development and implementation of IT initiatives to support business strategy.

Change Management:

  • Embraces and executes change through frequent, communication to staff and clients about the change and the impact of the change (individual and business).

  • Consistently advocates for the change.

  • Coaches staff through the change.

  • Identifies and removes obstacles to change.

Governance:

  • Provides input into demand management process and executes on plan.

Architecture:

  • Provides input to technology planning within a functional area.

  • Implements solutions consistent within current context of overall architecture.

Process Improvements:

  • Implements defined process improvements.

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:

  • Develops and implements technologies to improve the performance of a 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 the assigned function or Center of Competency (COC).

  • Participates in IT workforce deployment activities.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Requires experience in supervising and building relationships with people at a variety of levels.

  • Typically has 7 to 10 years of relevant IT and business work experience.

  • Requires demonstrated ability to launch and deliver a single IT project on time and within budget.

  • Effective in written and verbal communication in English.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally.

Customer Support Team Lead

PURPOSE OF POSITION:

Customer Support Team Leads are responsible for leading and coordinating the activities of the client technology services and support area of IT. They provide Level 2 support and work with vendors on Level 3 support. They resolve complex and/or non-routine problems for internal and external customers. They provide technical leadership of the maintenance and support for all client products.

Customer Support members respond to requests for IT support, logging problems, generating trouble tickets, attempting to diagnose and resolve problems, and if necessary, escalating the problem to the appropriate level of expertise.

They are responsible for documenting solutions to problems and developing end-user guidelines. On an ongoing basis, they work to improve customer support processes and practices. In addition, they evaluate and recommend client software and hardware and write proposals for purchasing new or upgraded products.

Individuals in the Customer Support job family require an understanding of the foundation architecture, hardware and software used by the organization. They demonstrate skill in various custom or packaged hardware and software. They have the ability to gather information on issues and have diagnostic capabilities to enable them to describe or resolve problems. These individuals ensure that client needs are addressed and resolved in accordance with service level agreements.

KEY RESPONSIBILITIES:

Project Planning:

  • Leads the project planning and requirements phase.

  • Assists management with monitoring expenses.

Service Desk:

  • Responds to Level 2 support and works with vendors on Level 3 support.

  • Oversees updates on issues to ensure client satisfaction and productivity.

  • Researches trouble issues which affect multiple clients.

  • Generates activity and status reports.

  • Reviews and approves checklists and scripts.

  • Works with vendor technical support personnel on solutions for clients.

Client Technology Support:

  • Assess/analyzes the need for and implements performance upgrades to PCs including installation of new hardware or software on an individual or large-scale basis.

  • Designs and deploys client support processes.

  • Plans and schedules the installation and deployment projects.

  • Leads the planning, building, upgrading, and maintenance of client technologies.

  • Makes decisions on configuration options.

  • Participates in the design and implements equipment replacement plan.

Technical Support:

  • Diagnoses and resolves client workstation and mobile device hardware and software issues.

  • Initiates and completes outcome investigations for problems.

  • Creates temporary solutions until permanent solutions can be implemented.

  • Assists systems, programming and vendor professionals as needed to resolve problems.

  • Coordinates the resolution of escalated application, hardware and software problems.

  • Partners with Network and Systems Administration teams to ensure efficient operations of the desktop computing environment.

Security:

  • Ensures adherence to the integrity controls, regulations, and guidelines.

  • Reports exceptions and escalate as appropriate.

  • Makes recommendations and changes as appropriate.

Inventory Management:

  • Oversees IT inventory for all IT equipment and/or software in accordance with company policy and procedures.

Service Level Management:

  • Collaborates in the development of service-level objectives.

  • Monitors service-level objectives to ensure that requirements are met or exceeded.

  • Develops client satisfaction metrics and service procedures.

  • Makes recommendations to approve performance and client satisfaction metrics.

  • Follows up in a timely manner to ensure customer satisfaction.

Service Improvements:

  • Monitors key section metrics (quality measures, customer satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.

  • Reviews tracking log to identify recurring problems, or problems affecting a large number of clients.

  • Develops procedures and controls for service improvements.

  • Recommends solutions to common problems and updates frequently asked questions documentation.

Testing:

  • Coordinates testing with IT groups.

Training:

  • Identifies customer training needs based on common problems.

  • Provides training to less experienced technical support staff and end users on usage of software and equipment.

Documentation:

  • Develops the documentation for processes and ensures the overall scope, quality and effectiveness of the documentation continues to grow.

  • Oversees the creation and modification of documentation of issue resolutions within the Knowledge Base.

  • Updates manuals/guides to incorporate new recommended products.

Communications/Consulting:

  • Alerts IT groups and management about recurring problems.

  • Communicate technical information to both technical and non-technical personnel.

  • Serves as liaison to IT Departments to complete corporate wide projects, communicate issues, concerns, and questions, and understands changing IT system requirements, changing technology, and best practices.

Business Continuity:

  • Provides input to the design of backup and recovery procedures.

Research/Evaluations:

  • Designs standard image and designs alternate images, as needed.

  • Evaluates and recommends new standard products for corporate standards list.

  • Participates in working groups related to standards.

Coaching/Mentoring:

  • Mentors less experienced staff in multiple areas of expertise.

KNOWLEDGE, SKILLS & ABILITIES:

  • Bachelor’s Degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field. Or equivalent work experience.

  • Excellent computer skills including client services technologies and products to include workstations and mobile devices hardware and software.

  • Strong diagnostic skills and a working knowledge of current technologies.

  • Typically has 1 to 3 years of IT work experience in computer systems or support.

  • Typically requires 7 or more years of relevant technical and business work experience.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Effective in written and verbal communication in English.

Supply Chain Coordinator

Purpose of the job

Coordinate sourcing and procurement of materials / services to ensure required supply needs are satisfied at best value and lowest total cost to

World Vision South Africa. Lead performance and leverage market analysis to support commodity procurement decisions. Coordinate strategic source

ing activities in line with procurement and implementation plan and execute transactional order processing.

Major Responsibilities

  • Coordinate and ensure cross-functional planning activities come up with consolidated annual procurement plans for strategic sourcing.

  • Monitor progress of all purchase requisitions from requesters for easier and quicker tracking to ensure accountability.

  • Lead and support WV SA stakeholders/requesters in reviewing and verifying that all requisitions have clear, detailed and complete specifications upon submission to ensure conformity to quality and timely processing.

  • Conduct the process of sourcing by means of RFQs/RFPs to all suppliers\service providers in the database and ensuring that all suppliers receive equal and fair bidding opportunity

  • Generating periodic system reports on procurements (purchase requisitions, purchase orders, deliveries, KPI metrics which include ProVision metrics) and share with management and other stakeholders (weekly, monthly, quarterly and annually) as deemed appropriate

  • Leading tender opening and evaluation processes to ensure that they are done timely and in line with Global SCM Manual and internal WV SA guidelines in conformity with local laws.

  • Performs qualitative comparative analyses (with charts\tables) with the support of subject matter experts and provide all details for each strategic sourcing event attaching all documents such as RFQs and quotations for presentation to the Procurement Committee

  • Promote, maintain good and ethical relationship with suppliers. Prepare period reports on supplier performance.

  • Maintain day-to-day good relationships with internal stakeholders for conducive environment in the process of providing support through continuous collaboration and engagement. This include timely communication of and addressing of queries and challenges.

  • Maintain documents including minutes of procurement committee and copies of contracts and evaluations analysis and attach them accordingly in the automated procurement system.

  • Identify opportunities for price negotiations and realize savings on strategically sourced framework agreements as way of getting best value for money

  • Design system reports on historical spend and utilization against procurement plan to be abreast with trends or deviations to inform future course of action

  • Coordinate activities to support NO and field teams in prompt receipt of goods / services in the system and with finance team on prompt payments to suppliers.

  • Provide timely monthly report for informed decision making that includes but not limited to: Requisition tracking tool, Actual spend vs plan, savings from procurements and supplier performance

Knowledge, skills and qualifications

  • Bachelor’s Degree in Procurement/Purchasing/Supply Chain Management or Qualified Member of Chartered Institute of Purchasing Supply (CIPS)

  • At least 3 years operational experience in procurement and sourcing.

  • Very good knowledge in both local and international procurement

  • Knowledge of the Source To Pay processes and electronic-procurement systems

  • Negotiation experience

  • Contract Management experience

  • Knowledge of local legal positions for contracts

  • Strong ability to analyse and report on procurement and financial matrix

  • Good inter personal skills

  • Understanding of market analysis, supplier evaluation and total cost of ownership analysis

Regional IT Director, North America

PURPOSE OF POSITION:

The Regional IT Director is responsible for providing IT leadership in the region, managing and maintaining global IT processes and standards in the region. This position manages multiple IT processes and is accountable for IT services in the region.

Individuals within the IT leadership job family have responsibility for activities that contribute to planning, creating and implementing an IT vision and strategy that is aligned with the global IT strategic plan so as to enable the regional business strategy. They provide input to the development of global IT standards, technology architecture, technology evaluation and transfer. They manage small to large teams of IT staff in the region who are responsible for delivering and supporting IT solutions for the business and customers. They provide technical and business leadership to IT team in the region as well as to the business.

The Regional IT Director is also responsible for analyzing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues, and managing financial resources while ensuring the development of high-quality technology solutions. These solutions must be developed at the best possible cost and be aligned with customer and business needs while establishing relationships with employees and key internal and external stakeholders. They are also responsible for participating and providing input into the development of an IT governance framework that defines the working relationships and sharing of IT components among various IT groups within the organization.

To be successful, individuals must possess a combination of business, technical and leadership skills and competencies. This requires an understanding of organization’s business needs, processes and functions. They also need a solid knowledge of IT infrastructure, architecture, applications development and support, networks, and computer operations. In addition, individuals working in this role must have excellent communication skills and the ability to influence others.

The Regional IT Director has a matrix reporting to the Senior Director of Operations (SDO) for the region.

KEY RESPONSIBILITIES:

Business and IT Strategy:

  • Develops the tactical components and strategies to achieve goals at an enterprise level.

  • 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:

  • Owns and manages the Regional IT budget

  • 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, implementation and support 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:

  • Bachelor’s or Master’s Degree in Computer Science, Electrical & Electronics Engineering, Information Systems, Business Administration, or other related field. Or equivalent work experience.

  • Requires leadership, business knowledge, negotiation skills and experience/in-depth knowledge of IT infrastructure operations and/or software implementation and support across multiple countries.

  • Requires demonstrated ability to launch and deliver one or more IT project(s) across multiple countries on time and within budget.

  • Typically has 10 to 15 years of IT and business/industry work experience, with knowledge of one process/service.

  • Requires experience in managing teams and building relationships with people at a variety of levels.

  • Willingness and ability to travel domestically and internationally, as necessary.

  • Effective in written and verbal communication in English.

  • Industry certifications from Microsoft, Cisco, ITIL, ISACA, PMI, etc.

Work Environment/Travel:

  • The position requires ability and willingness to travel domestically and internationally up to 25% of the time.

Service Now System Administrator

*Preferred locations: Manila, Philippines; Kualalumpur, Malaysia; USA or Australia where WVI is registered to operate.

PURPOSE OF POSITION:

To support our employees and internal business, we have implemented our first phase of transitioning to a new service operating model to be adaptive, collaborative and responsive to changing business and technology needs. We are looking for people who share the same passion and focus as we do.

As a team member of Global Service Management, you will have the responsibility of advocating for the continued maturity of our Service Management journey as well as maintaining our IT Service Management system (ServiceNow).

KEY RESPONSIBILITIES:

In this role, you will be required to drive service consistency across technology, and entrenching best practices in the organisation with a customer first mindset.

KNOWLEDGE, SKILLS AND ABILITIES:

Required technical skills & experience:

  • Minimum 2+ years’ direct experience as a ServiceNow administrator.

  • Strong understanding of IT Service Management (ITSM) / Enterprise Service. Management with demonstrated understanding of ITIL processes, operations and procedures.

  • Experience configuring core ServiceNow modules including Incident, Problem, Change, Service Catalog, Request, Asset, Knowledge, ESS portal etc.

  • Experience with ServiceNow scripting in JavaScript.

  • Experience with using and obtaining data from ServiceNow.

  • Experience with processes involving problem identification, recovery, escalation and resolution.

  • Working knowledge of relational databases.

Required interpersonal skills & experience:

  • Able to function well in a fast-paced and adaptive environment.

  • Able to work effectively across team environments globally with multiple competing priorities.

  • Strong analytical, estimating and problem solving skills.

  • Excellent communication, interpersonal and collaboration skills.

  • Ability to present and explain technical information to diverse audiences.

  • Ability to be flexible, adaptable and learn new concepts quickly.

  • Experience in producing enterprise level reports, including compiling data from several different sources.

Preferred skills & experience:

  • ServiceNow system administrator training/certification.

  • Advanced Scripting/ Reporting and other classes highly recommended.

  • Knowledge of web based development languages (JavaScript, HTML, CSS, AJAX, HTTP, XML) integration.

  • A recognised and completed IT/Engineering degree.

 
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