Enterprise Services Manager  

Job Description

The Enterprise Services Manager is responsible for the delivery of services, covering service desk, end user support and systems management. Systems management refers to the organization’s platforms involved in identification, automation, collaboration and systems administration.

Duties and Responsibilities

• Lead and supervise teams within the Enterprise services group.
• Organize the team to respond efficiently and effectively to resolve incidents and service requests.
• Manage teams providing service desk and end user support.
• Manage existing and evolving platforms of the organization, including but not limited to Active Directory, Azure and Office 365, endpoint management systems and automation platforms.
• Review, recommend and implement appropriate enterprise architecture frameworks and designs to meet business objectives.
• Participate in digital transformation, with focus on business process automation.
• Assess and continually improve processes and team capability to meet relevant OLA.
• Implement processes to meet quality, security, privacy and productivity objectives.
• Ensure preventive maintenance plans are implemented as scheduled.
• Manage licenses, including assessment for best quality/price and renewal.
• Manage and keep up to date inventory records.
• Provide regular management reports.
• Plan and implement training programs for the team.
• Ensure consistent implementation of controls related to the organization’s ISMS (ISO 27001), QMS (ISO 9001), the Data Privacy Act (DPA), and other relevant laws, regulations and policies.
• Participate in compliance related activities, including policy reviews and updates, internal and external audits and similar activities.
• Conduct performance reviews, interview of candidates and similar tasks.
• Perform other duties as assigned.

Minimum Qualifications

Minimum Education

• Graduate of Computer Science or equivalent

Minimum Experience/Training

• Solid experience in an internal IT service delivery work environment
• Demonstrable technical competency in the relevant areas
• Must be knowledgeable in the following areas:
• General systems administration
• End user support
• Systems management for Microsoft technologies and open systems
• IT support process, from service desk to systems administration
• ITIL or equivalent IT service management framework
• Project and task management

Competency

• Strong management and enabling leadership skills
• Analytical, result-oriented, team player, fast learner and dynamic
• Can work with minimum supervision
• Working knowledge in information security and data protection
• Ability to assess security threats and incidents and apply appropriate action
• Effective communication skills
• Thorough; demonstrates attention to detail and accuracy
• Defines and organizes tasks, responsibilities, and priorities
• Takes responsibility for timely completion of work
• Passion to acquire and update skills and the ability to learn new tools and techniques quickly