Job Summary: 

• Oversight of all operational support for the Non-Sales and Trading Business Units in Sydney
• Management of the IT team, including providing direction, support, and training for direct reports.
• Stakeholder relationship management with Business Unit stakeholders
• Ownership of escalation from Business Unit stakeholders to Vendors and/or MS IT Teams
• Working with regional MS IT Teams
• Participate in silo meetings/conference calls with offshore teams
• Identify incident trends or issues concerning support and implement strategic solutions
• Comms Room Infrastructure Support working with the MS EDC Team to support equipment in Sydney Comms Rooms
• Coordinate testing and deployment of new applications/upgrades
• Coordinate and maintain support documentation
• Maintain work area recovery hardware and ensure it's prepared for disaster recovery events
• Strict adherence to Asset Lifecycle Management and maintenance of necessary documentation

Skills on Resume: 

• Operations Oversight (Hard Skills)
• Team Management (Soft Skills)
• Stakeholder Relations (Soft Skills)
• Incident Escalation (Hard Skills)
• Regional Collaboration (Soft Skills)
• Trend Analysis (Hard Skills)
• Infrastructure Support (Hard Skills)
• Application Deployment (Hard Skills)

Job Summary: 

• Provide mentoring and leadership for the department.
• Monitor department and project-related spending to ensure spending aligns with business plans and budgets.
• Participate in organizational strategy meetings and ensure departmental resources are aligned with the overall strategy and business plan of the Business Unit.
• Ensure all employees receive semi‐annual reviews and necessary feedback to provide career and growth opportunities.
• Be responsible for recommending promotions, salary adjustments, and end-of-year bonuses.
• Ensure proper resources and staffing levels to provide the necessary services for POWER.
• Oversee all hiring and firing within the department.
• Approve vacation requests, timecards, and business expenses.

Skills on Resume: 

• Infrastructure Deployment (Hard Skills)
• Team Management (Soft Skills)
• Requirements Gathering (Hard Skills)
• Cross Collaboration (Soft Skills)
• Technical Expertise (Hard Skills)
• Performance Oversight (Hard Skills)
• Process Integration (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Lead the deployment of IT infrastructure services and standards to make sure that they meet business needs.
• Manage a team of 8 Technical Support Engineers.
• Work collaboratively with Business to collect requirements regarding site creation, modification/relocation, and shutdown
• Works collaboratively across IT (Infrastructure, Enterprise and Business apps) to lead cohesive integration of IT infrastructure services and standards on sites and the business and achieve consistent process performance.
• Manage L3 support/expertise for local sites and field operations.
• Oversee the performance and execution of Site management and field operations
• Assists the ITSM strategy by collaborating with IT Management and key stakeholders
• Lead the transition of the scope L1 and L2 incident and support management to external service desk services and other internal stakeholders
• Collaborate across all areas within IT and the business, assessing performance and communicating the value the process brings to the business.

Skills on Resume: 

• Infrastructure Deployment (Hard Skills)
• Team Leadership (Soft Skills)
• Requirements Analysis (Hard Skills)
• Cross Collaboration (Soft Skills)
• Technical Support (Hard Skills)
• Operations Management (Hard Skills)
• ITSM Strategy (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Support the strategy for the Service Delivery function, contributing to strategic initiatives and embedding a culture of continuous improvement
• Contribute and champion a Service Delivery culture, promote ongoing service improvements to improve quality and end-user satisfaction.
• Maintain ownership of incidents, inclusive of Major Incidents and facilitate the communication of incident updates to customers provided by the support teams.
• Track major/recurring problems and work with relevant teams to ensure improvement in the performance of their services.
• Create and maintain detailed reporting on IT and Product Support tickets, SLAs and KPIs.
• Understand the user experience of the systems and provide improvement plans
• Manage smaller-scale projects through to delivery to improve the Service.
• Oversee the managed service engagement to ensure compliance with change management, risk management and audit/regulatory controls.

Skills on Resume: 

• Service Strategy (Hard Skills)
• Continuous Improvement (Soft Skills)
• Incident Management (Hard Skills)
• Problem Resolution (Hard Skills)
• Performance Reporting (Hard Skills)
• User Experience (Soft Skills)
• Project Delivery (Hard Skills)
• Compliance Oversight (Hard Skills)

Job Summary: 

• Create operational plans that incorporate directorship goals and include resource allocation needs
• Align service structures, processes, procedures, capabilities, and policies with Cincinnati’s strategies and customer needs
• Lead the effort towards overall operational stability of services supporting both business and IT customers
• Manage software contracts for compliance and cost effectiveness
• Resolve service problems and prioritize work requests
• Create an environment that fosters continuous improvement
• Create, manage, and adhere to all annual budgets and expenses
• Communicate with various levels of IT and business leadership, project managers, resource managers and architects
• Act as a consultant and fulfill the role of a stakeholder on projects
• Coach and lead associates on service-related activities
• Partner with the Resource Management to define clear performance standards and expectations
• Interview and select potential candidates
• Act as a change leader for their service areas

Skills on Resume: 

• Operational Planning (Hard Skills)
• Service Alignment (Hard Skills)
• Operational Stability (Hard Skills)
• Contract Management (Hard Skills)
• Problem Resolution (Hard Skills)
• Continuous Improvement (Soft Skills)
• Budget Management (Hard Skills)
• Leadership Communication (Soft Skills)

Job Summary: 

• Evaluating suppliers based on service/product quality, pricing, and their ability to deliver on time
• Managing relationships with vendors and the company’s operational departments.
• Ensuring all new contractual agreements comply with the company’s SLA, statements of work and the company’s purchasing processes and procedures
• Reviewing all agreements in place to make sure they are updated and in line with the company’s SLA, Terms and Conditions and needs
• Drafting contracts and related documents, including statements of work and service level-related documents
• Working with other departments to define and update KPIs and SLAs, ensuring the correct evaluation of the sourcing matrix
• Supporting the IT department in the RFP’s definition and evaluation 
• Reviewing and monitoring suppliers’ service to ensure compliance with the terms and conditions.
• Supporting the vendor/partner management process (selection definition, monitoring, closure)

Skills on Resume: 

• Supplier Evaluation (Hard Skills)
• Vendor Management (Hard Skills)
• Contract Compliance (Hard Skills)
• Agreement Review (Hard Skills)
• Contract Drafting (Hard Skills)
• KPI Management (Hard Skills)
• RFP Support (Hard Skills)
• Service Monitoring (Hard Skills)

Job Summary: 

• Creating and maintaining good relationships with IT suppliers to ensure the company gets a good quality service and offers and continuity in service delivery, as well as customer satisfaction
• Reviewing suppliers’ services and performances to be presented in the periodical committee (Service Review Meetings) with both suppliers and the business.
• Managing and reviewing all suppliers’ related documents and figures, including records of purchase items, costs, and deliveries
• Ensuring suppliers’ inventory is updated
• Collecting and analyzing vendors’ related data to ensure the company gets the best in terms of service and offer.
• Moving from unstructured ticket management to IT Managed Services, Service Management methodology, the adoption/introduction of ITSM to the business, moving IT Infrastructures from on-premises to the cloud, etc.
• Acting as the first point of contact for all related queries and issues, managing all vendors’ related problems and issues
• Arranging meetings with staff and suppliers to clarify the situation and implement corrective actions
• Ensuring the quick resolution of the issues with no or minimal impact on the business.
• Acting on behalf of the IT Governance Manager, monitoring the execution of all tasks, updating the CIO and IT Management activities’ status.

Skills on Resume: 

• Supplier Relations (Soft Skills)
• Performance Review (Hard Skills)
• Document Management (Hard Skills)
• Inventory Control (Hard Skills)
• Data Analysis (Hard Skills)
• ITSM Implementation (Hard Skills)
• Issue Resolution (Soft Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Gather from Sales Managers info about go live, update CRM, and ensure accurate reporting with metrics that truly reflect customer satisfaction
• Monitor smooth and timely phase-in/phase-out of new features, products according to customer requirements, report bugs and problems, and support all departments and customers in fixing them.
• Proactively manage communication with the customers in terms of operational effectiveness. 
• Recognize and scout business opportunities within set customer targets
• Deliver the best possible service and handle criticalities. 
• Set up and manage priorities according to customer relevance and operational constraints
• Ensures that customer claims are duly processed, monitors financial metrics.
• Recruit, lead, and manage the local team to achieve the assigned goals, providing the needed training and coaching, setting a development path, periodic performance evaluations. 
• Monitor and improve internal processes and workflows.
• Ensure that product launches and product maintenance are achieved according to customer and/or regulatory requirements, meeting the agreed deadlines, keeping an open and effective communication flow with the customer and all internal departments involved.

Skills on Resume: 

• CRM Management (Hard Skills)
• Feature Monitoring (Hard Skills)
• Customer Communication (Soft Skills)
• Business Development (Soft Skills)
• Service Delivery (Hard Skills)
• Priority Management (Soft Skills)
• Claims Monitoring (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary: 

• Collect new demand, develop and prioritize the pipeline of business demand on an ongoing basis
• In collaboration with the Business Engagement Partner, identify, capture and further detail IT demand from the business stakeholders
• Collect feedback from the business on the prioritization of services in development
• Manage business/customer expectations, feedback, compliments and complaints
• Manage day-to-day service operations, source and deliver components of standard services
• Communicate service charging and service performance elements as per SLAs
• Works with Stakeholders to define business solutions, ensuring alignment with business strategies and priorities, as well as the target benefits expected.
• Know/implement IT application architecture (technology, interfaces, landscape).
• Be responsible for the Change (including categorization and sequencing), Problem and Incident Management Process, as well as patch and update management.
• Be responsible for managing the product/service backlog for a Scrum-based team
• Serve as a point of escalation for issues related to the services provided
• Be responsible for budget and forecast management for the services provided
• Ensures compliance with Q, ISEC, and DP regulations

Skills on Resume: 

• Demand Management (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Feedback Collection (Soft Skills)
• Expectation Management (Soft Skills)
• Service Operations (Hard Skills)
• Solution Alignment (Hard Skills)
• Change Management (Hard Skills)
• Budget Forecasting (Hard Skills)

Job Summary: 

• Monitor and ensure the compliance of the IT Service Providers (internal and external) against the Service Definition, Contract, Statement of Work or Service Level Agreement.
• Conduct regular performance reviews, monitor service level and service management issues, and initiate corrective actions with IT Service Providers (internal and external).
• Oversee the planning and forecasting of service consumption and quality of service across services, working with IT Demand Management and IT Service Providers
• Forecast demand for specific IT Services.
• Coordinate demand for services, projects, and business plans to ensure priorities are managed.
• Ensure IT Service Customer/Consumer satisfaction with the IT Services delivered.
• Ensure the highest level of IT service quality, closely liaising with IT Service Providers, Service Management process owners and managers, Corporate IT, Solution Groups, and other stakeholders etc.
• Establish operational metrics and performance reporting
• Track (internal and external) Service Provider performance and ensure end-to-end viability of service levels.
• Provide summary service performance metrics into consolidated service reporting, internally and to external customers with supporting analysis and commentary.
• Represent the IT Service at internal or external governance or review meetings.
• Communicate important business or technology policy changes that affect operations to IT Service Providers.
• Manage relationship with IT Service Providers to ensure the effective delivery of services to Customers and other service consumers, business executives and employees.

Skills on Resume: 

• Compliance Monitoring (Hard Skills)
• Performance Review (Hard Skills)
• Service Forecasting (Hard Skills)
• Demand Coordination (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Quality Assurance (Hard Skills)
• Performance Reporting (Hard Skills)
• Vendor Relationship (Soft Skills)

Job Summary: 

• Ensure that country IT teams are customer-focused and deliver an outstanding level of service (e.g., ensuring smooth running of IT operations, user support, IT systems, domain services, communications, and connectivity).
• Ensure the management of all IT services to the SEA region is continually improving towards best practice with respect to cost, quality and service.
• Develop and implement strategic and operational plans and roadmaps for IT services in the SEA region, ensuring alignment with corporate infrastructure and operations
• Develop and champion business cases for technology solutions and initiatives within the region, demonstrating return on investment.
• Provide thought leadership, drive development of regional or country IT roadmaps to support IDP’s ongoing digital transformation to enhance the customer experience
• Implement and support the group technology framework and technology initiatives that support the efficient and flexible delivery of technology services to the business
• Participate in developing and managing the relationship between IT and relevant business stakeholders.
• Communicate global technology initiatives to key SEA stakeholders, solicit feedback and seek to capitalize on cross-business unit synergy opportunities.
• Provide local tailoring of global technology solutions to ensure all regional and global statutory and regulatory requirements are met
• Hands-on in the daily management of all IT systems and services, including Networks, Telephony, Video-teleconferencing, Security, Servers, Workstations, Storage, Backup and Disaster Recovery, support, and coordination of third-party vendors

Skills on Resume: 

• Customer Focus (Soft Skills)
• Service Improvement (Hard Skills)
• Strategic Planning (Hard Skills)
• Business Case (Hard Skills)
• Digital Leadership (Soft Skills)
• Technology Implementation (Hard Skills)
• Stakeholder Management (Soft Skills)
• Systems Administration (Hard Skills)

Job Summary: 

• Active management of crises and incident resolution, including liaison with global technology teams and/or third-party vendors.
• 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 SEA 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
• 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.
• Ensuring technology aspects of all SEA region new office or relocation “fit-out” projects are well defined and implemented.
• Ensure effective senior Stakeholder communication and reporting on all projects and initiatives
• Work collaboratively with project teams and key stakeholders within and outside the SEA region in an organized and effective manner
• Lead the implementation of global IT policies, procedures, and best practices within the region.

Skills on Resume: 

• Crisis Management (Soft Skills)
• Disaster Recovery (Hard Skills)
• Infrastructure Maintenance (Hard Skills)
• Vendor Liaison (Soft Skills)
• Contract Management (Hard Skills)
• Team Leadership (Soft Skills)
• Project Execution (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Defining any regional aspects of these to enhance the IT infrastructure resiliency, service offering, quality and availability
• Identify IT security issues and drive mitigation plans, including participation in global security initiatives and response plans
• Take the 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 optimize responsibilities of existing SEA IT talent to enhance total regional support (e.g., develop skill specialization hubs), initial focus IDP SEA’s SP and IELTS business units.
• Lead the build of the SEA IT team by developing existing talent and longer-term
• Review IT financial and non-financial KPIs with regional management, procurement and global IT to optimize IDP SEA 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 optimized purchasing of IT assets and services (including communications).

Skills on Resume: 

• Infrastructure Resiliency (Hard Skills)
• Security Management (Hard Skills)
• Audit Leadership (Hard Skills)
• Change Management (Hard Skills)
• Service Reporting (Hard Skills)
• Talent Development (Soft Skills)
• KPI Optimization (Hard Skills)
• Procurement Planning (Hard Skills)

Job Summary: 

• Builds strong relationships with assigned clients and CNX business units.
• Serves as the primary Concentrix IT contact for the client and internal business units.
• Be responsible for all client IT communications and conflict resolution.
• Prime interface with client during outage and recovery management of all Severity 1 and 2 incidents (on call support 24x7 for Sev1).
• Deliver incident reports to clients per SLAs.
• Coordinate change management requests/approvals with the client and CNX operations.
• Analyze outages, identifying trends and continuous improvement opportunities to reduce cost, reduce downtime, and increase customer satisfaction.
• Address client concerns in an efficient and timely manner.

Skills on Resume: 

• Client Relations (Soft Skills)
• IT Communication (Soft Skills)
• Conflict Resolution (Soft Skills)
• Incident Management (Hard Skills)
• Report Delivery (Hard Skills)
• Change Coordination (Hard Skills)
• Trend Analysis (Hard Skills)
• Customer Satisfaction (Soft Skills)

Job Summary: 

• Manage the service delivery team’s daily activities as well as the dispatch process of service requests
• Interface with appropriate technical personnel for client problems that cannot be resolved effectively
• Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements
• Contribute to the continuity of computer services by providing the necessary technical leadership
• Drive problem investigations and resolution
• Design and maintain process documentation for the service delivery team
• Manage the remote monitoring and management system to ensure consistency and accurate reporting of client devices
• Be responsible for service scheduling, escalation, and client satisfaction

Skills on Resume: 

• Team Management (Soft Skills)
• Technical Support (Hard Skills)
• Performance Reporting (Hard Skills)
• Technical Leadership (Soft Skills)
• Problem Resolution (Hard Skills)
• Process Documentation (Hard Skills)
• System Monitoring (Hard Skills)
• Client Satisfaction (Soft Skills)

Job Summary: 

• Active role in the daily management of all service calls
• Ensure quality and profitable services are performed to the agreed SLA
• Administration and Management of Remote Monitoring Tool (ConnectWise Automate, SolarWinds, Continuum, etc.)
• Administration and Management of Professional Services Automation Tool (ConnectWise)
• Ensure that systems, processes, and methodologies are followed according to company guidelines
• Provide reports on an agreed schedule to Senior Management and clients
• Identify trends and develop strategies to support these trends
• Assist in the development of technical support engineers from a career perspective
• Build relationships with clients and participate in necessary client meetings (Pre and Post Sales)

Skills on Resume: 

• Service Management (Hard Skills)
• SLA Compliance (Hard Skills)
• Tool Administration (Hard Skills)
• Process Adherence (Hard Skills)
• Performance Reporting (Hard Skills)
• Trend Analysis (Hard Skills)
• Staff Development (Soft Skills)
• Client Relations (Soft Skills)

Job Summary: 

• Designing, developing, and delivering solutions leveraging a wide range of technologies to meet the demanding business needs of the firm and its clients.
• Providing exceptional client service and technical expertise on inbound calls and tickets generated by the firm and the clients. 
• Implementing and monitoring network security both internally and for the clients.
• Building and deploying file servers and cloud computing solutions.
• Performing network and infrastructure troubleshooting and optimization.
• Repairing, installing, maintaining and supporting the internal and clients’ network, computers and peripherals.
• Managing internal and clients’ server infrastructure, including Microsoft Exchange Server and similar technologies. 
• Working effectively in a fast-paced, global, cross-functional environment.

Skills on Resume: 

• Solution Development (Hard Skills)
• Client Support (Soft Skills)
• Network Security (Hard Skills)
• Cloud Deployment (Hard Skills)
• Infrastructure Optimization (Hard Skills)
• System Maintenance (Hard Skills)
• Server Management (Hard Skills)
• Cross Collaboration (Soft Skills)

Job Summary: 

• Managing a subset of the Denver engineering and support staff
• Playing an active role in proactive and reactive client management and issue resolution
• Working closely with the VP of Engineering and Client Services to ensure all engineers are operating at optimal capacity and adequately servicing the entire client base in Denver
• Reviewing and approving engineer time entries
• Helping to ensure smooth engineer transitions for client accounts
• Onboarding new engineers and ensuring their successful integration with the team
• Ensuring uniform service and technology platform standards are used by the engineering team across the entire customer base
• Monitoring and ensuring compliance for Control Navigator (audit) items related to IT Services processes

Skills on Resume: 

• Team Management (Soft Skills)
• Client Management (Soft Skills)
• Capacity Planning (Hard Skills)
• Time Approval (Hard Skills)
• Transition Coordination (Soft Skills)
• Employee Onboarding (Soft Skills)
• Standardization Enforcement (Hard Skills)
• Process Compliance (Hard Skills)

Job Summary: 

• Ensure best practice Service Management of RTL Group IT Digital Workplace solutions
• Be accountable for service compliance with SLA’s, Group policies and 3rd party audits (ISAE3000)
• Develop, improve, and run support processes, documentation, controls and KPI’s
• Ensure smooth transition of new services or components from projects into operations
• Actively participate in 2nd-level support (incidents, problems, changes) and escalations 
• Conduct service meetings with internal customers, counterparts, providers, key users
• Establish and maintain strong working relationships with Senior Sponsors, Department Heads, and Process Owners
• Maintain a Local Service Catalog (LSC)
• Design, map out, get buy-in for, and maintain the most appropriate Service Level Management structure for the Area
• Establish a Service Review process, planning, organizing, and facilitating recurring meetings
• Play a leadership role and assist other IT leaders in entrenching a “business and service culture” within IT

Skills on Resume: 

• Service Management (Hard Skills)
• SLA Compliance (Hard Skills)
• Process Improvement (Hard Skills)
• Service Transition (Hard Skills)
• Incident Resolution (Hard Skills)
• Customer Engagement (Soft Skills)
• Relationship Building (Soft Skills)
• Service Governance (Hard Skills)

Job Summary: 

• Acting as a single point of contact for the internal clients of the IT department
• Identifying the IT needs of the organization and making sure they are delivered accordingly
• Understanding, analyzing, and anticipating the usage behavior of the IT services
• Negotiating SLAs for delivering the IT services and making sure they are respected
• Administering the entire lifecycle of the IT services
• Be in charge of implementing the IT security requirements and documenting the services according to the business requirements.
• Lead large IT projects, including the design and deployment of new IT systems and services
• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure
• Help define IT infrastructure strategy, architecture, and processes
• Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs
• Assess vendors and develop test strategies for new hardware and software
• Troubleshoot hardware and software issues related to internal IT

Skills on Resume: 

• Client Liaison (Soft Skills)
• Needs Analysis (Hard Skills)
• Service Anticipation (Soft Skills)
• SLA Management (Hard Skills)
• Service Administration (Hard Skills)
• Security Implementation (Hard Skills)
• Project Leadership (Soft Skills)
• System Optimization (Hard Skills)