Technology Engagement Lead (IT Operations)

PURPOSE OF THE ROLE

The primary function of this role is to support users and operations within the Kenya markets to ensure a high-quality employee experience related to D&T Technologies and Services in the market.

TOP FIVE (5) ACCOUNTABILITIES

• Manage local 3rd party technical service
• Ensure high standards of D&T Technology Engagement (end user experience of D&T tools, services and processes) are maintained across the market
• Ensure financial management of AOP (annual operating plan) meets required standards of forecast accuracy and O&R (opportunities and risks) reporting
• Ensure requests from initiatives requiring support are addressed in a timely manner
• Ensure Information Management & Security agenda is followed and compliant within D&T scope at regional level

DIMENSIONS OF THE ROLE

Financial

Financial responsibility for managing and supporting the following to agreed scope, timescales and budgets:

• Working with the global D&T Finance team to ensure oversight and coordination of the market D&T budget AOP and Ops and Risk reporting. 
• Oversight of project budgets for in scope service delivery projects and discrete pieces of work carried out in market and managed through the local AOP.  
• Ensuring the right CAPEX and budget approval processes, monthly reporting timetables etc.
• Ensuring that locally managed purchase orders and good receipting processes are carried out in a timely and compliant manner  and working in partnership with the Asset & Vendor Cost Centre Management Senior Manager for those purchase orders managed by the Operational Excellence team.
• Identify and execute against cost optimization in the delivery of services and enable company cost reduction

Market Complexity

The role is focused on the Kenya Market.  It is expected that the role supports and has a high level insight of the complexities of the region and contributes to other activities across the regional sites either virtually or through limited travel and other activities across the wider Regional D&T TE team.

Leadership Responsibilities

Span of responsibility:

• Management of the outsourced third party technical services supporting the markets
• Proactively engage with end users to identify and support on-going business needs, coordinate communications and events to keep them informed of service reviews, improvements plans, outages and techs available seeking to deliver a brilliant Technology Engagement.
• Help address escalations from the business regarding D&T technology and processes.
• Maintain oversight of local market application controls and supporting the market information / cyber security management
• Embed and communicate improvements and changes to technologies, services and security
• Maintain oversight of deployments of up-to-date IT infrastructure platform standards (laptops, network, VC, WiFi, etc) and the deployment of Diageo Workplace technologies and ensure that appropriate service structures are in place to provide stable and reliable services.
• Act as regional point of contact for Transform initiatives and ensure actions required to be carried out in market are addressed and tracked in an effective and efficient manner

Decision making responsibility:

• Follow the framework that has been set by Diageo to provide approvals related to hardware issuance, software installation (where applies), and any other

Relationship within D&T and with  other functions

• Work with other Regional TE Operations Managers as part of the Technology Engagement Leadership team to foster a Global TE community, create engagement opportunities and lead by example through visible use of collaborative technology.
• Act as a point of contact for business stakeholders for D&T Services and help to identify opportunities to improve D&T services supporting business needs within the global support model and framework.
• Build and maintain relationship within D&T function regionally and globally.
• Build and maintain relationship, and interact with local and central IS service partners
• Support training of end-users on tools and services and identifying where additional training is needed

QUALIFICATIONS & EXPERIENCE REQUIRED

• University graduate level in IT, engineering or similar technical field.
• Strong verbal and written English communication skills.
• Ability to effectively and simply communicate technical concepts, solutions and implications in a business language
• Knowledge of general information security management
• Ability to build and maintain successful relationships across the business, D&T community and within the Service Delivery function
• Good understanding of business and processes
• Broad technical and functional knowledge on applications supporting the business (including legacy application)
• Good organizational, customer service and employee relation skills.
• Self-directed and focused on a goal or end-state as opposed to specific tasks
• Strong problem solving planning/ organizing, highly detail conscious
• Demonstrated experience in delivery of IT services under service framework (ITIL, COBIT).  
• Quick learner who exhibits resiliency and tenacity in the face of challenge
• Have a huge passion for growing and developing