Assistant Manager

WNS (Holdings) Limited (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.Why join us?We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

The purpose of the Assistant IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

• Reporting, Audit deliverables, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
• To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
• To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
• Ownership of Incidents and escalation and driving closure on a 24/7 basis.
• Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
• The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
• To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
• To line manage and develop reporting IT team.
• Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
• Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
• Act as a point of escalation for customers and manage their expectations.
• Ensure the alignment of technology, process and people to business objectives
• Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Forefront Audits and collate /provide evidences and ensure audit compliance in all areas through out the year.
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
• Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required

• Matric
• ITIL Certified (Beneficial)
• Tertiary IT Qualification (Required)
• Asset Management and Stock Control Experience (Required)
• Incident Management and Change Management Experience (Required)
• End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (Required)
• At least 5+ years of experience in an IT Team Management Role (Required)
• Additional informationTo be able to work on a 24/7 rotation basis if required.
• Broad general knowledge and awareness of the IT landscape (Required)
• Analytical and Practical motivated self starter. (Required)
• Be an IT specialist, but also have an understanding of commercial operations. (Required)
• Good Communicator (Required)
• Sound understanding of business processes and IT operations (Required)
• Assertiveness (Required)
• Good understanding of the ITIL Framework and implementation thereof (Advantageous)