MehnaTi

Head of Operations and Support

The Head of Operations and Support drives the vision and strategy for the IT Operations and Support functions. He/ She sets the direction for systems and database administration, day-to-day IT support and operations, data center operations and system and quality assurance through the delivery of services as per business requirements; controls costs and manages vendors. He is responsible for formulating strategies for service level agreements. He ensures compliance with organization's quality standards, international standards and government regulations. He is a leader with the energy and commitment to drive large teams toward achieving service level excellence. He is familiar with enterprise architecture frameworks, database administration and systems, and application monitoring tools. The Head of Operations and Support has a broad sense of perspective with the ability to influence key internal and external stakeholders. He is strategic in his approach to managing resources and developing capabilities within the team. He is effective in setting direction aligned to the strategic positioning of the business and the IT functions overall. He is able to impress upon the team the need to continuously improve service levels and increase efficiencies.

Skills and Competencies

Technical Skills & Competencies

Application Development
Proficiency Level
"Lead large-scale or business-critical application development projects and explore the incorporation of analytics and advanced capabilities to enhance the application."
5
Applications Integration
Proficiency Level
"Establish a business case for application integration and introduce new middleware tools and methodologies to enable both intra- and inter-enterprise application integration"
5
Budgeting
Proficiency Level
"Develop long-term financial plans and budget requirements"
5
Business Continuity
Proficiency Level
"Define the optimal business continuity strategy and objectives for business continuity and contingency plans"
6
Business Needs Analysis
Proficiency Level
"Lead comprehensive analysis to understand underlying drivers and present a compelling business case for proposed IT solutions"
5

Generic Skills & Competencies

Communication
Proficiency Level
"Negotiate with others to address issues and achieve mutual consensus."
Advanced
Leadership
Proficiency Level
Lead by example at organisational level. Inspire, motivate and guide others to adopt a point of view, make changes or take action. Cultivate an open, cooperative and collaborative learning culture for the organization.
Advanced
Developing People
Proficiency Level
Provide mentorship to help others to develop their professional and personal development to improve performance and further their careers.
Advanced
Interpersonal Skills
Proficiency Level
Influence, guide and handle others’ emotions to build instrumental relationships and manage conflicts and disagreements.
Advanced
Decision Making
Proficiency Level
Make decision in a volatile and ambiguous setting using a structured process and limited sources of available information to achieve intended goals.
Advanced

Critical Work Functions and Key Tasks

Formulate strategy for service level agreements and improvements

• Establish the vision required to provide IT operations and support to the organization 
• Formulate IT service delivery roadmaps aligned with the overall IT strategy 
• Define Service Level Agreements (SLAs) and performance metrics based on business requirements 
• Establish the direction for implementing corrective actions to optimise performance against the SLAs 
• Develop technology roadmaps and action plans in the area of ownership 
• Build relationships with third-party infrastructure and tool providers 
• Explore collaborations with new outsourcing partners that meet organization's requirements

Manage and optimise IT operations and support performance

• Anticipate internal and/or external business challenges and/or regulatory issues which may impact 
IT operations and support functions 
• Advise senior management on system concepts and functional capabilities 
• Oversee the performance of the IT operations and support functions 
• Serve as an internal change agent to drive IT operations and support process enhancements and innovation 
• Evaluate future technologies and the suitability of software and hardware upgrades and technology solutions

Set IT standards and governance

• Formulate policies, procedures and technical standards for IT operations and support 
• Define processes and systems for IT audits 
• Enforce processes and systems to ensure compliance with regulatory compliance requirements 

Manage people and organization

• Review operational strategies, policies and targets across teams and projects 
• Develop strategies for resource planning and utilisation
• Review the utilisation of resources 
• Oversee the development of learning roadmaps for teams and functions 
• Establish performance indicators to benchmark effectiveness of learning and development programmes against best practices 
• Implement succession planning initiatives for key management positions 

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