Service Management:

• Set up and maintain high-performing service support functions including an IT Service Desk, Desktop Support and VIP Support for ERP, cloud infrastructure, loan management platforms, CRM and mobile applications.
• Develop, implement and maintain the Incident, Request, Change and Escalation processes and policies, ensuring high levels of performance, accurate reporting, and establishing service improvement activities when required.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and conducting post-incident reviews.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. ” Champion Service and Support in projects. Develop a strong understanding of projects impacting your service area and ensure that service impact is minimised and agreed.
• Own Change Management and establishment of IT CAB (Change Advisory Board), drive CAB meetings.
• Be accountable for the quality of IT Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, processes and adherence to policies.
• Oversee training, performance evaluation and professional development for the help desk team.

Performance and Quality:

• Manage and Cultivate a high-performing team, investing the time to ensure efficient team utilization and productivity.
• Collaborate with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on IT Service Delivery Performance (to IT Steering Committee and wider stakeholders at BURN.
• Maintain an active knowledge base for all key BURN Systems.

Technical:

• Establish a technical infrastructure platform for monitoring system uptimes should cover networks and associated applications in liaison with the NOC team
• Experience with payment systems, SMS and IoT gateways

Key Performance Measures:

• Achievement of IT Service Desk SLAs for incidents and service requests
• User satisfaction scores that demonstrate high-quality IT Service Desk performance
• No system downtime due to uncontrolled change
• Documented standard operating procedures.
• Document service catalogue
• Document and test disaster recovery plans for all BURN systems
• Weekly and monthly system performance reports
• Qualified Female Candidates encouraged to Apply