Customer Service

Financial
• Create and Manage IT Budgets
• Ensuring that IT contracts and service levels are negotiated in line with all strategic aims and financial constraints.
• Manage supplier relationships including cost control and service delivery
• Customer Centricity
• Making sure staff have clear areas of responsibility and lines of ownership.
• Communicating regularly with executive management on information technology issues.
• Internal Process
• Ensure adherence to overall KPIs and internal and external SLAs.
• Managing all aspects of IT across all branches.
• Setting strategy and direction for the IT department.
• Taking an active role in shaping the current and future direction of the IT department in line with TPA’s growth strategies.
• Defining and meeting service levels for IT operations.
• Making sure the company meets all regulatory, legal, audit and agreed internal and external standards for IT.
• Implementing new IT systems, strategies and integrations.
• Managing a team of internal and outsourced technical staff.
• Reviewing IT architecture and infrastructure and identifying areas that need upgrading.
• Initiate, coordinate and enforce systems policies and procedures.
• Ensure utmost quality for processes and procedures
• Learning and Development
• Support team development through periodic review, mentoring, counseling, and feedback
• Monitor performance of reporting managers and assist in goal-setting, budgeting and management
• Perform personnel management duties including performance appraisals, training and support recruitment
• Actively participate in creating a challenging, empowered and supportive environment for one’s team providing adequate growth and development opportunities both professionally and personally