AVP - IT Operations - Global Services Management Center

Essential Duties and Responsibilities:

Heads the Global Services Management Center (GSMC) - Manages all operations of the Managed Service environment for the Global Data Center Services business

- Service Offerings (Managed Hosting, Cloud Services (IaaS & PaaS), Security Services and CDN Services)

- Service Level Management

- GSMC Operations Management

- Work closely with Technology & Services Development teams.

Other responsibilities

- Oversees development and evolution of Managed Service offerings that provide business value to customers while focusing on Service Delivery Excellence.

- Demonstrates and actively promotes an understanding and commitment in performing behaviors consistent with the organization's values.

- Maintains a working knowledge of applicable local and international laws and regulations as well as policies and procedures in order to ensure adherence in a manner that reflects honest, ethical and professional behaviour.

- Supports and conducts self in a manner consistent with customer service expectations

Desired Skills and Experience:

Education and/or Experience:

Education: Bachelor's Degree in computer science, electronics, IT, Communications or an equivalent engineering degree.

Experience:

- 15+ years of experience in IT Operations Management and IT Outsourcing

- Developing and implementing operational improvements and staffing plans to support growth and new service offerings.

- Building management team capable of supporting multiple customer issues at any one time.

- Implementing and managing Service desks and related services.

- Working with and supporting senior executives and Information Technology Infrastructure Library (ITIL) based processes.

- 3 years of experience in managing Operations with IT Service Provider in a shared services model.

- Experience managing data center operations and cloud services delivery.

- ITIL Foundation or Master certified would be an added advantage.

Other Skills and Abilities:

- Team building and people development skills.

- Pro-active with strong leadership skills.

- Analytical approach to resolving complex issues or opportunities.

- Ability to remain calm and effective in high stress situations.

- Ability to balance priorities of multiple requirements from multiple people.

- Excellent communication skills - oral and written presentation abilities.

- Works well with team members and cross-departmentally; excellent interpersonal skills.