IT CoE Director

Primary objective of the job:

Digicel is taking a huge step into the future, aiming to transform itself from a traditional telecommunications provider to our customers’ digital lifestyle partner. IT is at the forefront of this journey, and we are investing heavily in our IT capability to underpin and drive these changes in the business.

• As the Director, Information Technology (IT) Shared Services you will direct the administrations, performance and implementation of enterprise IT systems or support of IT operations to improve cost effectiveness, service quality, and business development. Lead and manage the IT Shared Services team that supports all of Digicel’s Jamaica and our markets around the world. These teams includes infrastructure service, Cloud services,  application support, billing operations, MIS & DWH and Agile Development teams totalling up to 120 people with 4-6 direct reports
• You will develop and drive a high-performance culture utilizing process and KPIs to measure and continuously improve performance. A strong focus is required on employee engagement and demand management to ensure that resources are used in an efficient but reasonable manner.   
• This position holds the responsibility for most aspects of the organization’s information technology and systems. The position will partner with team members and auditors in other business areas to develop risk and control assessments through audit activities for leading services and technologies

Main Duties and Responsibilities:

• To provide leadership and direction to the IT Team Heads, balancing operational needs with project demands to ensure that operations are not put at unnecessary risk but that supported projects are delivered within a resource constrained environment
• To create a leadership team capable of achieving market leading performance, ‘best in class’ service and outstanding levels of employee satisfaction 
• Translate Group strategic goals and implement Group IT Policy to ensure that operations are robust and consistent across markets
• To implement processes and procedures that deliver effective service management and change management for multiple markets
• To create and work to define KPIs and SLAs that measure the performance of these processes and provide effective reporting, trend analysis and feedback of these to Group IT and supported organisations / markets (eg. the customers of IT)
• Utilise the SLA reporting to implement a cycle of continuous process improvement, identifying opportunities for improving process, tools and behaviours in order to improve service and efficiency
• To create a high performing team by ensuring the correct behaviours are adopted across the operation, recognising and rewarding high performers, whilst providing coaching, development and performance management to others
• Managing the company's IT budget, resources, and vendor relationships to ensure cost-effective solutions and services
• Work in conjunction with HR to hire and release staff as required
• To liaise and work with other IT Leaders across the business to provide support, drive consistency and share best practice, opportunities and learning
• Works closely with Digicel Group IT and other group functions, providing support to overall improvement of IT operations and effective execution of Digicel strategies and initiatives
• To represent at the Group level on all Group-led IT initiatives and changes, such that successful, achievable and manageable outcomes can be attained
• Assess and make recommendations on the improvement or re-engineering of the IT organization
• Ensure that the appropriate inventory management controls and tracking databases are in place to account for all the company’s IT assets and that all remote equipment is requested and returned upon employee termination
• Other activities as may be assigned by your manager

Academic Qualifications and Experience Required:

• Graduate degree in Computer Science or a related discipline, at least 15+ years’ experience in IT, including 5 years+ in hands-on senior operational management roles within an IT operations environment
• Experience and evidence of effectively managing people, technology, process and KPIs whilst ensuring employees are engaged, motivated and enabled to carry out their respective roles
• Advance knowledge in data flow processes and data modeling
• Strong communication (written and oral) skills
• Strong analytical ability, good judgment, strategic and multidimensional thinker
• Detail oriented and organized

Functional Skills:

• Candidates must be able to demonstrate strong capabilities to plan and execute activities within business, operational and financial controls and achieve strategic and business objectives
• Applicants must be technically minded, numerate, literate and possess strong process and analytical skills, enabling quick and accurate understanding of business drivers and the requirements to enable effective delivery
• Strong leadership and engagement skills are essential to the role, ensuring effective liaisons, clarity of understanding, robust communications and an environment of constructive and open observation and feedback
• Candidates should also demonstrate strong attention to detail and accuracy
• Individuals must be fundamentally IT and service oriented and be able to drive and manage people working across the business, in an open, pro-active and productive style