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Manager of lT Services (MolTS) Performance
Ref No.: 18-00063
Location: New York, New York
Howard Systems seeks a full time Manager of lT Services (MolTS) Performance.

Manage and monitor the lT and telecom budget to meet strict financial targets.

The MoITS will gather information, analyze data, observe the process and lead the effort to constantly improve the lT service delivery process. This includes challenging conventional thinking
including how the group collaborates, implementation, migration and any other lT process or procedure. He/she ensures that the decisions that are taken are good for the firm globally with the
ultimate goal to make sure there is a global standard that is then upheld in the processes and purchases made for each office. (Data analysis, ROI calculations, persuasion, analysis and problem

Ensure consistently high service levels across offices. Understand our clients Global T&D standards and policies and ensure that similar standards of conduct, response times, resolution and planning requirements are established in each office. Staying ahead of potential issues by listening closely to
end users in each office. Manage the team's awareness by providing ongoing coaching and training
in these standards. Establish a process to hold the whole team accountable to core KPls relative to
service levels. lndicators of success will include a score of min. 4.5 on the customer satisfaction
surveys, partners complaints will be at a minimal level and unsolicited compliments from staff and
management on the quality of the service will be shared regularly.

Prepare a 12 month rolling lT planning process identifying all known lT projects by quarter and by function. This will include timing and approaches for mass upgrades of both telecom and computer technology. Migration approaches specific to the technology being deployed and standardized
approaches and goals for achieving these migrations on time and within established budgets. Create
overall budgets in close collaboration with local accounting and T&D management. Work with manager to update the forecast monthly and communicate this all with stakeholders.

Manage the troubleshooting of complex lT issues. Act as the point of escalation for all lT issues that cannot be handled by an lT professional. Demonstrate sound judgment, use resources wisely, and know when and how to effectively work with others to seek the best solution for the region rather than the easiest solution in the moment. (Flexibility, creativity, innovation.)

Ensure a Collaborative Culture across the region. Actively support knowledge sharing, foster specialization and expertise across the whole team. The result of this will be a highly functioning
team, smooth collaboration, shared knowledge, and standardized approaches so that each regional office approaches lT support in a similar way.

Manage and understand relevant lT vendor solutions within the region to ensure deliverability and the most cost efficient approaches region wide. Understand current telecom contracts, solutions and potential limitations within the offerings. Works in collaboration with vendors, Global Purchasing and Regional Wireless Managers to negotiate the best possible deals on service provided to save money and avoid costly bills (especially on telephone charges across the region.

Lead lT projects: Act as the leader of 2-3 local and regional projects delivering work in a professional and timely manner. Provide regular updates on current lT projects and initiatives to all office stakeholders. (Handle multiple projects, project management, collaboration, communication)
Actively engage in self-learning and self-improvement. Actively seek technical knowledge on his/her own. Use new lT knowledge effectively and efficiently to coach lT staff. Examine situations
that occur with the intent to improve performance. Open to suggestions for improvement. (Self motivation, curiosity, communication.)


Bachelor's degree in computer science, lT, engineering or equivalent
4-6 years relevant technical experience, ideally in a professional services environment and more than 2 years in a management position
English on C1 level, local languages depending on the region
Strong understanding of lTlL processes

lT Skills and Experience
Deep knowledge of standard lT applications, financial and strategy planning
Expertise in exploiting the potential of lT applications to improve working practices and user efficiency
Experience in supporting large user populations and deployment of various user facing desktop applications and platforms
Experience in a distributed geographic environment supporting WAN and LAN infrastructure and connectivity

Ability to build trustworthy and lasting relationships with stakeholders, Office Leadership and partners
Strong service orientation and the ability to build and maintain a customer focused support culture
Strong problem-solving skills and tolerance for ambiguity
Outstanding organizational and interpersonal skills
Proficiency in team leadership and coaching
Highly developed verbal and written communications