Job Details
Scope of the position: The CIO and Projects Delivery is responsible for technology business leadership and vision in project and service delivery.
They will provide and maintain a single source of consistent information to business. They will ensure and verify service performance against stated Service Level Agreements while overseeing and managing the projects in the quality analysis stage and final delivery.
They are responsible and accountable for day-to-day service operations and performance. The CIO will establish and direct the strategic long-term goals, policies and procedures for Hardware department and Quality Analysis.
Principal Duties and Responsibilities:
Provide leadership and customer support for large national field support organization.
Provide leadership and oversight to a centralized technical support desk supporting a wide variety of corporate customers and technical assets.
Verify service operations against stated Service Level Agreements and Operational Level Agreements
Manage “live” technical environments on a day to day basis
Develop and maintain policies, principles and definitions of service packages
Agree and document service definitions with all relevant parties
Maintain the service catalogue comprising of all services provisioned
Ensure consistency between the service catalogue and the overall service portfolio
Define and create the overall service measurement framework that determines service efficiency
Define and maintain the overall Service Monitoring and Reporting schedule
Design and maintain a service dashboard to capture and report aggregate service performance
Define potential service improvement opportunities
Manage directly a staff of three direct reports with indirect oversight of a staff of approximately 20 resources
Help business operations utilize information systems to improve efficiency.
Rely on extensive experience and judgment to plan and accomplish goals.
Recognize new developments in information systems technology, and anticipates organizational modifications.
Ensure confidentiality and reliability of corporate data, proprietary information, and intellectual property.
Function as top-level contact to assist end users in determining IS requirements and solutions.
Any other work as assigned
Education and Experience Requirements:
Strong software technical experience with references
Bachelor’s degree in Business Administration, Software development or related field / Advanced degree strongly preferred
IT Management and Leadership Experience
Must possess organizational, time management, and motivational skills
Ability to analyze problems, determine solutions and produce the desired outcome
Must be a team player with a strong work ethic
Provide Customer Service above and beyond what is expected
Certifications or commensurate experience.
Additional Requirements:
Experience at working as a leader and collaborator in a team-oriented environment is essential.
Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
Reacts to project adjustments and alterations promptly and efficiently.
Flexible during times of change.
Ability to read communication styles of team members and customers who come from a broad spectrum of disciplines.
Persuasive, encouraging, and motivating.
Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
Ability to defuse tension among project team, should it arise.
Ability to bring project to successful completion through organizational dynamics.
Strong written and oral communication skills.
Strong interpersonal and operational skill sets
Adept at conducting research into project-related issues and products – strong analytics skills.
Must be able to learn, understand, and apply new technologies.
Strong Customer service skills and focus required.
Ability to effectively prioritize and execute tasks in a high-pressure environment is crucial.
Tenacious, driven, energetic and a high degree of professional integrity.
Strong technical knowledge and experience in delivering improvements to these processes
Business awareness of the impact of service levels and any associated failures
Strong documentation skills, ability to clearly aggregate data
Experience of leading cross functional teams and managing relationships with business customers
Proven leadership and management skills
Interact well with co-workers, supervisors and management.
Understand and follow posted work rules and procedures.
Accept constructive criticism.
Maintain Professional appearance and demeanor at all times.
Problem solving skills
