Shared Services It Applications Manager

**Purpose of Role**:
This role reports to the Shared Services IT lead and works closely with Application owners, the Application Support and Infrastructure teams.

There is potential for this role to also include the responsibilities of IT Lead (detailed below) and report directly to Head of Shared Services

**Objectives of Role**:**
Application Management and Support**

As the Shared Services Applications Manager, you will be responsible for performing the following activities:

- Implementation of appropriate systems and processes to support the IT shared services model, including
- Incident & Problem management
- Service Request management
- Change and release management
- Vendor Relationship Management:

- Selecting and contracting vendors.
- Liaise around system setup, maintenance, support, configuration, issues and changes.
- Maintain a productive working relationship.
- Ensure that contracts are upheld and updated where necessary. Managing Vendor Service levels to contract, being hands-on with high problem-solving abilities.
- Manage Information System Projects, including the project initiation, organising meetings, creating project charters and plans with risks, assumptions, dependencies, providing project status updates, updating project schedules, obtaining sign-off on project deliverables, project closeouts, and debriefs.
- Govern the procurement, innovation, evolution, and maintenance of Information Systems architecture through the involvement of relevant stakeholders.
- Provide input to the IST Strategy, Policies, and Principles.
- Work with the Data Management and Application Support functions to Ensure the accuracy of data in all systems by following the Data Governance Principles and on-boarding new users, ensuring legislative compliance
- Business Application support
- User Administration - managing the support resources that provide new account creation and access rights maintenance and removal.
- System configuration and maintenance - Ensuring that all required system configuration is correctly captured and maintained, and that updates are performed on time.
- Reporting - Work closely with System owners, enabling users to produce their own reports and assisting with report requests by investigating system capabilities.
- Licence Management - Ensuring that license agreements are in place and licenses are procured and maintained monthly to ensure compliance
- System Optimisation
- Training and Communication

All employees in Shared Services are individually and collectively responsible for customer excellence and will be measured accordingly.

**Customer Excellence**
- Work closely with the relevant stakeholders to set expectations and provide services exceeding the agreed standard.
- Contribute to customer satisfaction for services delivered by the Shared Services Finance Team.
- Assist with identifying problems in your area of responsibility, and that of the Shared Services team, and discussing possible solutions to achieve customer excellence

**Experience and Qualifications**:

- Relevant Technology qualification (preferably post-graduate level)
- 6-8 years functional experience
- Project Management Qualification
- ITIL Qualification
- Quality Management
- Problem solving / resolution
- Experience in analysis, implementation and evaluation of IT systems/infrastructure and relevant specifications.
- Preferable experience in finance and hr system management
- Experience in commissioning services from third parties and managing relationships with suppliers and contractors.
- Firm grasp on IT Infrastructure and operations practices.
- Proficiency with Microsoft Word, Excel, and PowerPoint

**Competencies**:

- Identification with the AGGP Africa Vision, Mission and Values
- Customer-oriented service mindset, excellent communication skills
- Enthusiastic collaborator
- Strong results orientation and drive
- Strong sense of accountability
- Able to work on multiple assignments
- Effective soft influencing skills
- Coaching and knowledge sharing
- Time management skills