Regional IT Services Manager (3733)

About GBG  

GBG is the leading expert in global identity and location. In an increasingly digital world, GBG helps businesses grow by giving them intelligence to make the best decisions about their customers, when it matters most.  

Every second, 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.  

Why you should be@GBG  

Reach 

The precision of location data is critical to businesses that need to know exactly where their customers are so they can reduce failed deliveries, share great customer experiences and remove unnecessary costs. We provide the unique insight to know locations as well as the people who live there, because we understand global addresses better than anyone else.  

This means our customers have confidence that their products and services will arrive in time and to the right location In the race to serve global customers, we exist to help every business in the world, reach every customer in the world.   

Trust  

When a digital business grows, most customers are genuine. However, many are fraudsters who manipulate identities to gain illegitimate access. We give our customers unique insight to decide which are trustworthy and which are fraudulent because we understand identity better than anyone else. 

This means businesses can confidently onboard good customers, reward great customers and reject fraudsters. In the fight against Identity, Fraud, trust is key, so the more you can know and the earlier you know it, the better decisions you can make.  

The Team

Technology & Operations is a horizontal function within GBG that provides support for Product Development & Engineering, Customer Support, Information Security and Corporate IT.

Corporate IT includes the provision of internal IT Services to GBG Team Members globally, along with any required Business Applications\Systems. The Regional IT Operation Manager is accountable for ensuring that we have a long-term, flexible, service that provides GBG team members with the equipment & software they need, as an individual, or as part of our facilities.  

GBG has a work when and where you want policy and we support customers, and operations, globally. Our goal is to deliver an excellence service and to delight our customers, including our internal team members, whether virtual or in-person. We embrace and adopt a continuous improvement mindset.  

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 very best service and support in their day-to-day IT requirements.  Adopting a ‘continuous improvement’ approach, they ensure the Regional IT Operations team have the correct processes and practices in place to deliver to pre-determined SLAs and pre-set KPIs in helping our team members to be connected and productive in terms of IT devices and tooling.

What you will do

You will:

• 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 process 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.
• You will be a self-starter, able to take the initiative and make the right decisions for the right reasons.

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

To find out more  

As an equal opportunity employer, we are 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 programme, 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. 

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also check out our career site here.  

Why not apply and make life@GBG work for you?