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IT Operations And Service Management Leader At GE Global Growth Organization

Date Posted: 12/Jul/2014
Deadline: Not Specified

GE (NYSE: GE) works on things that matter. The best people and the best technologies taking on the toughest challenges. Finding solutions in energy, health and home, transportation and finance. Building, powering, moving and curing the world. Not just imagining. Doing. GE works. For more information, visit the company's website at

Posted Position Title:


IT Operations and Service Management Leader


Role Summary/Purpose:             


The IT Operations and Service Management Leader will have end-to-end strategic and operational responsibilities for the definition and delivery of shared service IT Infrastructure services across SSA.


This position will serve as a single point of contact for senior IT leadership team in region and work collaboratively with the wider GE IT & functional IT to deliver world-class IT operations as well as managed the delivery of all the IT services in the region.


Essential Responsibilities:         


IT Operations - Global-Ops IT


- Develop deep relationships with GLOBAL-OPS IT service provider teams, and GLOBAL-OPS IT approved in-country suppliers/vendors


- Drive ITIL operations (Incident / Problem / Change Management ) in the region


- Manage the delivery of GLOBAL-OPS IT infrastructure solutions


- Become the GLOBAL-OPS IT technical expert for regional solutions


- Manage budgets and contracts associated with program(s) or initiative(s)


- Support, advise, assist, guide and resolve infrastructure problems for client leaders and users


- Work as a business partner with functional leaders and users to evaluate / improve business processes with cost effective infrastructure solutions


- Manage all vendor relationship for IT in SSA


- Act as an escalation point for unresolved support cases.


- Work with stakeholders, management and vendors to ensure fast, timely and smooth delivery and operation of IT Infrastructure services.


- Drive to root cause for all failures; incorporate changes to address vulnerabilities.


- Work with technical architecture team to identify and eliminate single points of failure within the infrastructure.


- Manage production change control and all compliance related activities for the dealer originations suite of applications.


- Lead and or support other SSA IT initiatives as identified by regional & global CIO’s

IT Service Delivery


- Analyze Problem & Change data to drive continuous service improvement.


- Drive data analysis to ensure that BSD (Business Service Downtime) & SEV1 volume and secondary ADIR (Average Daily Incident Rate) and MTTR (Median Time to Restore) are reduced according to goals & objectives.


- Represent the 2nd level escalation (1st level being Regional IT Operations Leaders) contact for Incidents that are not resolved within the agreed SLA


- Drive process improvement by initiating/running projects that assesses & remediates IT operational issues


- Provide technical leadership to execute IT infrastructure fault management, maintenance and deployment.


- Apply technical knowledge, skills and problem solving methodologies to identify, document and communicate areas of opportunity for improvement.


- Manage operating rhythm to measure delivery of service including periodic operational reviews.


- Oversee the monitoring strategy of technical environment and the response to failures.



- Strong understanding ITIL framework methodologies and ITIL certified


- Demonstrated knowledge of IT capabilities and experience of running IT operations in Africa


- Demonstrated experience with driving service improvement to achieve best in class IT Operations


- Significant experience within a leadership role in a shared service organization.


- Bachelor’s degree in Information Systems or Computer Science


- Prior experience with process quality methodology or infrastructure technologies (compute, database, network, etc.)


- Strong program management skills including project initiation, scoping, resourcing, scheduling, budgeting, risk management and communication


- Minimum 7 years of recent hand-on experience in IT or Telecommunications Operations field, within a multi-discipline, matrix-oriented technical team.


- Ability to deliver compliance requirements and to excel in a global matrix organization


Additional Eligibility Qualifications:

Desired Characteristics:

- Six Sigma BB/MBB certified

- Matrix organization skills / ability to motivate multiple groups to maintain collaboration

- Ability to influence and gain commitment at all organizational levels

- Project Management (PMI) certified

- High energy, customer passion & attention to detail

- GE Leadership training program experience (IMLP, OMLP, FMP) is preferred (for internal GE employees only)

Method of Application

Interested and qualified? Click the Apply now button to send your application

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