IT service delivery Manager

Role Purpose Statement:

To independently manage the transition & Operations management of Managed services globally, with a specific focus on the SA region. This role ensures seamless integration, operational stability, and strict adherence to established global policies and procedures within BT Global Business Operations, leveraging deep expertise to craft innovative solutions and drive exceptional results in Application Management Services (AMS) operational delivery.

Main Accountabilities:

Implement and rigorously adhere to established global processes for managed services transitions within the SA region, ensuring consistent and successful execution of all key transition activities and providing local leadership to cross-functional teams.
Ensure strict adherence to defined global AMS operational processes for the maintenance and performance monitoring of all applications in the SA region, encompassing standardized risk identification, issue resolution, and effective local solution implementation.
Drive the effective implementation of global process improvements and innovations (e.g., leveraging AI, RPA, automation) within SA's AMS operations, contributing to enhanced efficiency and automation, and providing regional insights for global optimization.
Implement and ensure adherence to global processes for cross-functional collaboration within the SA region, engaging IT, business stakeholders, and end-users to standardize requirements gathering, needs analysis, and the delivery of tailored solutions for improved AMS operational delivery.
Implement and manage global processes for reporting, analytics, and compliance within SA's AMS delivery, ensuring consistent generation, review, and analysis of data from MSPs, and strict adherence to all global regulatory, privacy, and information security protocols.
Apply and ensure adherence to global processes for analyzing and resolving complex operational problems and technical issues within SA's managed services transitions and daily AMS operations, promoting standardized yet effective and locally relevant problem-solving approaches.

Knowledge and Skills:

Behavior:

Use knowledge of Bunge’s business, structure and strategy to develop innovative solutions to improve results or eliminate problems.
Build partnerships, appropriately influence to gain commitment, foster talent and coach others to grow in current or future roles..
Drive results through high standards, focus on key priorities, organization, and preparing others for change.

Technical:

In-depth knowledge of managed services operating models and transition methodologies.
Strong understanding of IT Service Management (ITSM) principles and ITIL framework.
Proven experience in project management, particularly in IT service transitions.
Familiarity with IT contracts and vendor management best practices.

Education & Experience:

12-15 years of progressively responsible experience in IT Service management, functional leadership, or process optimization, including at least 5+ years leading ITSM Incident and Problem Management for large enterprises, with a proven track record of driving continuous improvement and value addition within AMS.

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