Key Responsibilities :
Resource management and capacity planning
Plan and manages large Service Delivery of multiple teams
Establish project standards for reporting, documentation, programming, walkthroughs and problem escalation.
Anticipate, monitor, and deal effectively with changes
Align the Program Objectives with Key Stakeholders from Group IT Line Managers on a regular basis.
Apply Continuous Improvement Initiatives
Monitor, analyze, and manage project effort and costs
Identify, monitor, and deal with risks that are likely to affect the project outcome
Continuously evaluate overall project performance for Service Delivery
Monitor project results to ensure they meet Customer requirements and quality standards for Service Delivery to Group IT Line Managers
Establish project checkpoints and conduct corresponding review service delivery reviews.
Monitor People's Engagement and Implement People Engagement Programs of
o Ensuring maximum efficiency, resource optimization, high satisfaction and motivation.
o Participate in recruitment, selection and termination / resignation of Manila resources in cooperation with Line Manager
o Evaluate and manage Manila resource performance in collaboration with Group IT line managers
o Coach, mentor and discipline Manila resources
o Organize orientation and training of new Manila resources
o Develop Manila resources through knowledge transfer and general personal development
o Recognise complementary strengths and development needs of individual Manila resources and team leads
Build and continuously improve team leads to sustain and support Group IT sourcing setup
Actively participate, contribute and prepare Performance management dialogs (P2E meetings)
Encourage and develop on-team spirit across Manila resources and Group IT
Ensure coherence to the Manila handbook and defined RACI model.
Establish and collect capacity forecasts and continuously optimize resource utilization in collaboration with Group IT line managers
Establish and develop relationship to Group IT sourcing provider and key stakeholders.
Act as escalation point towards Group IT sourcing provider
Represent GN for affairs outside Vendor relation
Define the appropriate measurements of success (KPIs) with the key stakeholders.
Regularly review the Program's KPIs with Key Stakeholders.
Ensure communication to and from Group IT and relevant GN stakeholders, such as KPI Reports, Newsletters, Satisfaction Survey, announcements etc.
Effectively communicate GN and Group IT strategy, vision, goals and relevant roadmaps to sourcing provider and Manila resources.
KPI monitoring and reporting
Continuously monitor defined KPI's based on red / yellow / green bands
Develop and implement process and support of KPI's
Ensure and validate Time and attendance reporting for GPMI.
Contribute to yearly budget process and monthly budget outlook
Effectively manage costs and budget direct related to Group IT sourcing provider services (office facilities, HR and payroll services).
Security and compliance
Ensure adherence to GN and Group IT policies and procedure
Continuously review and update Manila resource handbook
Strong leadership and managerial skills
Strong inter-personal and inter-cultural skills
Strong communication skills
Patience and ability to explain in a clear and structured way
A strong continuous improvement mindset
Strong drive for performance and inspire others to meet or exceed goals and objectives
Solid IT infrastructure and application knowledge
Strong written and spoken English