Purpose of the Job

The D&T Country Lead is responsible for managing the local IT support operations within the country. This role ensures that all IT systems, services, and infrastructure are aligned with the organization’s standards and effectively support local business operations. The D&T Country Lead collaborates with regional and central D&T teams to implement IT strategies, policies, and solutions that meet local requirements. This position is key in maintaining robust and efficient IT services, ensuring high levels of customer satisfaction, and driving continuous improvement in IT support and operations.

Job Description

Customer:

• Deliver IT services that enhance user satisfaction and productivity.
• Ensure prompt and effective resolution of IT support requests and incidents.
• Provide responsive and proactive IT support tailored to local business needs.
• Build strong relationships with local business stakeholders through effective communication and service delivery.
• Continuously improve IT services based on user feedback and changing business requirement.

People:

• Develop and maintain a skilled and motivated local IT support team.
• Foster a collaborative and supportive team culture.

Operations:

• Ensure the reliable operation of local IT systems and infrastructure.
• Manage IT support processes to achieve high levels of efficiency and effectiveness.
• Implement and maintain robust IT security measures.
• Ensure compliance with organizational IT policies and procedures.
• Coordinate with regional and central D&T teams to ensure alignment and consistency.
• Monitor IT performance and implement improvements as needed.
• Manage IT assets and inventory effectively.
• Ensure proper documentation of IT systems, processes, and procedures.
• Conduct regular reviews and audits of IT operations.
• Drive innovation in IT support services and solutions.
• Ensure business continuity and disaster recovery plans are in place and tested.
• Facilitate knowledge sharing and collaboration within the IT team and across the organization.
• Address and resolve operational issues related to IT support promptly.
• Optimize IT support processes to improve efficiency and reduce costs.
• Maintain high standards of customer service and user support.

Financial Result:

• Manage the local IT budget and ensure cost-effective delivery of IT services.
• Identify opportunities for cost savings and efficiency improvements in IT operations.
• Monitor and control IT expenditures to stay within budget.
• Provide regular financial reports and forecasts related to IT operations.
• Ensure IT investments are aligned with business priorities and deliver value.

Job Requirements - Experience and Education

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1 to 2 years Experience in IT support and operations, with a focus on local IT management.
• Strong understanding of IT systems, infrastructure, and best practices.
• Proven track record of managing and delivering high-quality IT services.
• Experience with IT asset management and inventory control.
• Knowledge of data privacy, security, and regulatory requirements.
• Familiarity with ITIL or other IT service management frameworks.
• Experience with budget management and financial planning.
• Experience in vendor management and contract negotiation

Leadership Behaviors

Skills