Technical Account Manager

The purpose of the Group IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

• Change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
• To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
• To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
• Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
• The role will involve close coordination and project management of various internal and external technology groups to meet deliverablesTo maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
• Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
• Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
• Act as a point of escalation for customers and manage their expectations.
• Ensure the alignment of technology, process and people to business objectives
• Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
• Broad general knowledge and awareness of the IT landscape
• Analytical and Practical motivated self starter.
• Be an IT specialist, but also have an understanding of commercial operations.
• Good Communicator
• Sound understanding of business processes and IT operations
• Assertiveness
• Good understanding of the ITIL V3 Framework and implementation thereof (Required)
• Adaptable individual.Willing to support US Campaigns and hours.
• BPO experience (Advantageous)

• Grade 12
• ITIL V3 Certified preferred
• Business knowledge
• Project Management preferred
• Tertiary IT Qualification