Global IT Manager

1 month ago

mumbai, India Indicia Worldwide Full time

About us

Indicia Worldwide is an insight and technology led communications agency with global production expertise.

Why we exist: we create new value

At Indicia Worldwide, our philosophy is one of ‘creating new value’. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution. For our clients and their customers, we are building mutually-beneficial partnerships. We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the marketplace. Data insight and marketing technology gives us the ability to measure our work, evidencing ROI as the most critical metric in today’s environment.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to re-define the way marketing is activated for our clients across the globe. Now, and well into the future.

The output : Improved client performance from engaging consumers with brand ideas better, faster and more cost effectively, across every step of the journey that a brand takes to market.


Purpose of the role

The purpose of this role is to manage the day to day running of the IT Support, Cloud and Infrastructure teams.

You would work in alignment with the team leads for your areas and other members of the #OneITTeam to ensure service reliability and a smooth support process.

The #OneITTeam operate on an ethos that we’re all here for the same end goal, regardless of the structure. You would be expected to work with this idea always in mind.

  • Management of the teams to ensure that skills gaps are filled, development is managed, knowledge is being shared and the global team are brought together to work as one.
  • Be the main escalation point for the support teams and the organisation.
  • Management of team resource making sure that the global business hours are covered.
  • Ensure that whole team fully understands and works to the ITIL framework.
  • Make sure that there is sufficient monitoring of the support and infra teams and the full infrastructure, so priority incidents are dealt with efficiently.
  • To ensure ticket Service Level Agreements are met and adhered to as much as possible limiting escalations.
  • To define a way to measure and report on Experience Level Agreements (XLAs)
  • Maintain the ongoing program to continue a rolling replacement of end user equipment.
  • Be part of, and ultimately own, then Change Enablement process.
  • Work with the team leads to produce reporting enabling a wider communication of the IT Department performance to senior management.
  • Where needed, provide 1st/2nd Line support alongside the Service Desk team.
  • Any other ad hoc works as requested by the Global Head of IT

Strategic Planning & Decision Making:

  • You will ensure that the team’s within your remit are sufficiently developed and staffed to ensure the organisation is supported at a Global level.
  • You will need to work closely with IT Admin and People Team to plan ahead for new starters to make sure kit, software and accounts are ready.
  • You are overly responsible for Ticket Escalation i.e. what gets escalated to who, and why.
  • You will be expected to find areas of innovation to drive improvement for your teams and the wider business.
  • In the absence of the Global Head of IT you will be the point of contact for the Global CTO and senior management.

Relationships:

  • An extremely close and strong relationship with all members of the #OneITTeam, technology team, local and remote.
  • A strong relationship with the other #OneITTeam managers and Global Head of IT to ensure that information is cascaded both up and down.
  • Working relationship with internal staff to ensure requests are understood on receipt and requirements gathered.


Skills, knowledge, experience, and exposure

  • Primarily extraordinary interpersonal and communication skills with people at all levels of the organisation.
  • Awareness of the ITIL ways of working, preferably with a qualification.
  • Ability to work and make decisions under pressure.
  • Experience of leading a support function and service desk to success.
  • Previously working knowledge of asset management and CMDB.
  • Proven project management knowledge and skills.
  • 1st/2nd line support knowledge within a Windows and Mac Environment.
  • Knowledge of AWS and Office 365 is desirable.


Mindset to navigate the role

  • A hunger to provide a best-of-class support function.
  • A listen first mindset to enable the team to feel listened to and supported.
  • A good overall understanding of IT Infrastructures and a variety of operating systems.
  • A well-organised approach to work planning and time allocation to tasks, providing great and efficient customer service and support to multiple business areas at all times.
  • Take ownership of the teams and own issues or tasks that arise.
  • Ability to document systems and processes.


The softer skills that we believe, will help candidates thrive in this role

  • Exceptional communication skills with people at all levels of the organisation.
  • A listener.
  • You will know your own way of personal and team organisation.
  • You’ll approach management in a way that creates a safe space for your team, enabling them to give direct feedback and gather help.


Role Requirements

  • Flexibility of working hours to support business need.
  • The hybrid work model applies to this role, which requires one to come to the office when needed. Primarily, this role will be Mumbai office based to enable you to build relationships with the teams and other locally based teams.
  • You will be expected to be able to show evidence of previous areas of innovation and project ownership during the interview stages.

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.

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