Regional IT Services Director

22 hours ago

Atlanta, Georgia, United States GBG Full time
Job Title: Regional IT Services Manager

About GBG

GBG is a leading expert in global identity and location, providing intelligence to help businesses make informed decisions about their customers. Our global data, agile technology, and expert teams power over 20,000 of the world's best-known organizations to reach and trust their customers.

Our Mission

We exist to help every business in the world reach every customer in the world. Our precision location data is critical to businesses that need to know exactly where their customers are, reducing failed deliveries, sharing great customer experiences, and removing unnecessary costs.

Our Values

We value trust, innovation, and collaboration. We give our customers unique insight to decide which customers are trustworthy and which are fraudulent, helping businesses onboard good customers, reward great customers, and reject fraudsters.

The Role

The Regional IT Operations Manager is responsible for providing leadership in technical expertise, process management, business relationship management, and decision-making to ensure our internal team members receive the best service and support in their day-to-day IT requirements.

Key Responsibilities

  • Implement the strategy for ITSM support across corporate IT and team member tooling.
  • Ensure our global team members receive a positive and consistent experience.
  • Review team and system performance metrics.
  • Regional stakeholder management.
  • Technical mentoring for direct reports to deliver personal development plans.
  • Identify trends and achieve continuous performance improvement in the support function.
  • Build in automation where possible.
  • Design and implement best practice processes for Incident, Problem, Requests, and Event Management.
  • Manage workload (supply and demand).
  • Team adherence to Change Control processes.
  • Maintain application and service configuration, giving regard to compliance and cost aspects.
  • Clear communication and collaboration to agreed standards.
  • Monthly regional budget management and reporting.
  • Improving self and team knowledge to effectively support corporate systems and team member tools.
  • Performance management and development of your team and resourcing where required.
  • Take a leading role to continually develop and maintain high-quality training guides to aid knowledge share and transfer at all levels in the corporate IT function.
  • Proactively identify trends to address problems before they become incidents.
  • Continually develop your own skills, competencies, and knowledge, and those of your team, to support personal development.

Requirements

  • Good technical understanding to help support Tier 1/Tier 2 engineers.
  • Good understanding of best practices framework (example, ITIL 3 and above).
  • Good planning and implementation for service improvement.
  • Good communications skills both verbal and written, and you are personable, able to listen and build good relationships with your stakeholders, customers, and team.
  • A solid understanding of technologies, for example, Exchange / O365 Administration, Desktop support (i.e., general PC issues), Office365 Application, Windows 10/11, Mimecast, Group Policy, AD/AAD. Where you don't have an understanding, a willingness to learn is important, and we will provide the support.

Benefits

GBG is an equal opportunity employer, committed to providing fair opportunities for everyone regardless of age, gender, race/ethnicity, sex, religion, age, nationality, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other reason prohibited by law in provision of employment opportunities and benefits. Everybody is welcome, and our inclusion and diversity program, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

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