IT Manager

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 7,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com

Role purpose

The role of Information Technology (IT) Services Manager – Middle East and Africa (MEA) is to ensure an excellent internal and external customer experience, through optimal design and performance of IDP MEA IT systems and operations. The role is responsible to lead the implementation of IDP IT policies, procedures, and best practices across the MEA region and participates in the global IT community contributing to continuous improvement for IDP globally. This includes provision of technical expertise and guidance to MEA country IT teams/contacts (or third-party support teams) on the operations and maintenance of all aspects of the technology landscape for the region, including operations, networking, projects, support, disaster recovery and security.

The IT Services Manager - MEA coordinates closely with the Global IT Operations Manager and the Corporate HQ IT team, as well as the Shared Services team in Chennai to:

• Promote technology requirements and considerations of the region to globally focussed IT teams;
• Leverage global expertise and assets to identify, recommend, develop, implement, and support optimal technology solutions in line with the Company’s strategic vision;
• Ensure effective delivery of IT services to the region;
• Ensure regional IT comply with global policies, through the implementation of local policies and procedures.

Detailed Description

Technology Services Strategy and Business Support

• Ensure that country IT teams are customer focused and deliver outstanding level of service (e.g. ensuring smooth running of IT operations - user support, IT systems, domain services, communications, and connectivity).
• Ensure the management of all IT services to the MEA region are continually improving towards best practice with respect to cost, quality and service.
• Develop and implement strategic and operational plans and roadmaps for IT services in the MEA region ensuring alignment with corporate infrastructure and operations
• Develop and champion business cases for technology solutions and initiatives within the region, demonstrating return on investment.
• Provide thought leadership, drive development of regional or country IT roadmaps to support IDP’s ongoing digital transformation with the aim of enhancing our customer experience
• Implement and support the group technology framework and technology initiatives that support the efficient and flexible delivery of technology services to the business
• Participate in developing and managing the relationship between IT and relevant business stakeholders.
• Communicate global technology initiatives to key MEA stakeholders - solicit feedback and seeks to capitalise on cross business unit synergy opportunities.
• Provide local tailoring of global technology solutions to ensure all regional and global statutory and regulatory requirements are met

Detailed Description

Services and Operations
 

• The Technology Services Manager will be hands-on in the daily management of all IT systems and services including: Networks, Telephony, Video-teleconferencing, Security, Servers, Workstations, Storage, Backup & Disaster Recovery, support, and co-ordination of third party vendors
• Active management of crisis situations and incident resolution, including liaison with global technology teams and/or third party vendors.
• Manage Disaster Recovery plans, including implementing procedures, plans and security
• Oversee the ongoing maintenance and support of all infrastructure technology, applications and services across the MEA region.
• Act as an interface between suppliers/carriers/vendors and the organisation. 
• Managing regional Vendor relationships including contract negotiations, financial tracking and performance, ensuring remedial actions and taken to address underperformance and ensure deliverables are within agreed SLA’s
• Effectively manage a small team to deliver effective IT operations to the business across the region
• Lead in planning and executing business and technology projects and system implementations to deliver effective business and customer outcomes.
• Ensuring technology aspects of all MEA region new office or relocation “fit-out” projects are well defined and implemented.
• Ensure effective senior Stakeholder communication and reporting on all projects and initiatives
• Work collaboratively with project teams and key stakeholders within and outside MEA region in an organised and effective manner

Detailed Description

Policy and Governance

• Lead the implementation of global IT policies, procedures, and best practices within the region. Defining any regional aspects of these to enhance the IT infrastructure resiliency, service offering, quality and availability
• Identify IT security issues and drive mitigation plans, including participation in global security initiatives and response plans
• Take lead in IT security audits in conjunction with global teams to identify and mitigate potential threats and risks.
• Implement and enforce quality assurance and change management for the region
• Participate in the global Change Management process representing regional needs to global teams
• Provide Service Assurance reporting to Senior Stakeholders on the technology systems, initiatives and services status related to the region

Others

• Review and optimise responsibilities of existing MEA IT talent to enhance total regional support (e.g. develop skill specialisation hubs) – initial focus IDP MEA’s SP and IELTS business units.
• Lead build of MEA IT team by developing of existing talent and longer term - recruiting.
• Review IT financial and non-financial KPIs with regional management, procurement and global IT to optimise IDP MEA IT services.
• Participation in global procurement and sourcing processes, including driving these for the region
• Work closely with country leaders, procurement and third party vendors to plan and execute optimised purchasing of IT assets and services (including communications).
• Undertake any other duties as reasonably directed by management

Required experience

Essential requirements: 

• Minimum 7 years working experience with 5 years’ experience in managing IT Systems, Infrastructure and 3P vendors in a matrix MNC environment
• Minimum 2-3 years experience in environment with multiple customer facing offices
• Demonstrated ability to plan and execute technology projects and system implementations effectively
• Manage external vendors to ensure delivery of technical services in accordance to agreed SLA’s.
• Proven experience managing external vendors to drive optimum performance and efficiency of services
• Experience in managing/implementing customer journey platforms impacting multiple geographies
• Management skills with demonstrated experience in managing multiple projects simultaneously
• Ability to lead, develop and motivate remote teams in a team-oriented and collaborative environment
• Demonstrated ability to influence remotely located stakeholders to achieve customer outcomes
• Bachelor’s degree or higher in Computer Science, IT, engineering, business IS or related fields. 
• Ability to communicate and influence effectively in a multi-cultural environment across all levels of staff
• Strong spoken and written communications skills in English
• Ability and willingness to operate at a hands-on or strategic level as situations arise.

Desirable requirements:

• Experience in working in dynamic global environment
• Practical working knowledge of IT Security in a distributed global environment