Job Description

Company DescriptionWNS (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 Deputy IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system, processes and to take leadership and ownership of customer relationships, and staff management.Tasks include but are not limited to:

• Collaborate with the I.T Managers and ensure the smooth running of their clients IT Operations.
• IT Project Management of new clients
• Joining broader project management team for weekly updates on new transitions, including weekly reporting to all stakeholders
• Drawing up of project plans and timelines.
• IT Procurement
• Organizing IT resources to meet PMO/Client timelines.
• Maintain relationship with client/client IT into BAU environment
• Take ownership of any IT outage that falls outside of usual BAU process, organizing fastest possible resolutions with least amount of downtime.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• 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.
• Take ownership of Solution Design Document creation and maintenance into BAU.
• Regularly updating documents when required
• Owning project/client change requests within IT environment
• Must be prepared to chase stakeholders for outstanding actions
• Host meetings and circulate minutes/actions clearly and concisely
• Promote team cohesion and ownership.
• Motivate and inspire the IT team to achieve targets.
• Apply strategic thinking where people, process and technology management is concerned.
• 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
• 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.

Requirements:

• At least 5 years experience in an IT Team Management Role
• Broad general knowledge and awareness of the IT landscape
• Analytical and Practical motivated self starter.
• Be an IT specialist, but also have an understanding of commercial operations.
• Good Communicator
• Sound understanding of business processes and IT operations
• Assertiveness
• Good understanding of the ITIL V3 Framework and implementation thereof

QualificationsITIL Certified (Advantageous)Tertiary IT Qualification (Desirable)Management Qualification (Desirable)Infrastructure / Technical background (Advantageous)Project Management (Desirable)

WNS Global Services