SENIOR SPECIALIST DIGITAL DELIVERY AND OPERATIONS

<div style="border-top: none; border-right: none; border-left: none; border-image: initial; border-bottom: 1pt solid windowtext; padding: 0in 0in 1pt; font-size: 14px;" id="isPasted" fr-original-style="mso-element:para-border-div;border:none;border-bottom:solid windowtext 1.0pt; mso-border-bottom-alt:solid windowtext .5pt;padding:0in 0in 1.0pt 0in;"><p style="text-align: justify; border: none; padding: 0in; font-size: 14px;" fr-original-style="text-align:justify;border:none;mso-border-bottom-alt: solid windowtext .5pt;padding:0in;mso-padding-alt:0in 0in 1.0pt 0in;"><strong fr-original-style="" style="font-weight: 700;">ROLE OBJECTIVE&nbsp;</strong></p></div><p style="text-align: justify; line-height: 150%; font-size: 14px;" fr-original-style="text-align:justify;line-height:150%;">The Senior Specialist Digital Delivery &amp; Operations is responsible for overseeing the day-to-day operations of the IT team, ensuring the availability and reliability of systems and networks, managing technology vendors, and implementing new technologies and processes to improve efficiency and productivity. The Service operation Sr Specialist must ensure that the organization's IT policies and procedures are up to date and compliant with industry standards and regulations.</p><p style="text-align: justify; line-height: 150%; font-size: 14px;" fr-original-style="text-align:justify;line-height:150%;">The Senior Specialist Digital Delivery &amp; Operations may also be tasked with developing and implementing new ways to improve customer satisfaction through better service delivery. This might include anything from creating training programs for employees to improving internal processes to make them more efficient.</p><div style="border-top: none; border-right: none; border-left: none; border-image: initial; border-bottom: 1pt solid windowtext; padding: 0in 0in 1pt; font-size: 14px;" fr-original-style="mso-element:para-border-div;border:none;border-bottom:solid windowtext 1.0pt; mso-border-bottom-alt:solid windowtext .5pt;padding:0in 0in 1.0pt 0in;"><p style="text-align: justify; border: none; padding: 0in; font-size: 14px;" fr-original-style="text-align:justify;border:none;mso-border-bottom-alt: solid windowtext .5pt;padding:0in;mso-padding-alt:0in 0in 1.0pt 0in;"><strong fr-original-style="" style="font-weight: 700;">RESPONSIBILITIES</strong></p></div><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Evaluating and implementing new technologies and systems that improve IT infrastructure and support the organization's business goals.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Successful service delivery, SLA achievement and high level of customer satisfaction Establishing process controls to ensure all SLA's and KPl's are consistently met.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Establish Auditing of delivery, implementation, change, incident and Knowledge management Configure</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Overseeing the daily operations of the IT department and ensuring that systems and networks are running smoothly.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Developing and implementing policies, procedures, and processes to improve IT operations and increase efficiency and productivity.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Managing technology vendors and service providers to ensure that the organization's technological needs are met.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Ensuring that the organization's IT policies and procedures are up to date and compliant with industry standards and company regulations.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Assess system performance and recommend improvements.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Provide support and guidance to stakeholders via the help desk.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Monitor KPls and SLAS to identify areas of improvement and implement process changes as needed.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Work closely with other departments to ensure efficient and effective communication and collaboration. &nbsp; Develop and maintain strong relationships with key stakeholders, both internally and externally &nbsp; Escalate issues as necessary to ensure timely resolution.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Create and deliver presentations on service operations, metrics and performance.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Manage the service budget, ensuring cost-effective utilization of resources</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Introducing Automation strategy and roadmap for improvement on monitoring, observability and other areas.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Leading a team of IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Ensuring operations teams are aware of changes and are prepared.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Ensuring the team is appropriately trained.</p><p style="margin-left: 0.5in; text-align: justify; text-indent: -0.25in; line-height: 150%; font-size: 14px;" fr-original-style="margin-left:.5in;text-align:justify;text-indent: -.25in;line-height:150%;mso-list:l0 level1 lfo1;">Must be able to communicate effectively with their team, clients and other stakeholders.</p>