Pastoreo Glasgow, Scotland, United Kingdom
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Overview
This key leadership role will deliver and maintain the Business IT strategy for the Kura Group to play a proactive part in the strategic planning, development and support of all IT solutions and services within our business, incorporating all modes of communication and associated technical topologies. The role holder will ensure that the departmental staffing structure, policies, procedures and systems are aligned to and managed in line with the Group Business Strategy.
Key Responsibilities
* Lead our IT organisation and ensure alignment with the overall business strategy to deliver full value from Kura\'s investment in IT services and people.
* Manage day-to-day IT supplier governance framework, managing bid processes, weekly business reviews (WBR), monthly business reviews (MBR) & quarterly business reviews (QBR).
* Maintain Cyber Essentials Plus accreditation and a cyber security first mindset.
* Set the IT budget and ensure that overall IT spend remains within pre-agreed tolerances.
* Provide a coherent link between IT and the business ensuring that business needs are met by the overarching Group IT strategy and the Groups common platform delivery.
* Lead, motivate and inspire the IT department by delivering an IT strategy that enables innovation and allows the wider business to become leaner through effective use of existing and emerging business information systems.
* Maintain appropriate skill levels through a successful training and development programme.
* Provide accountability for the successful provision of all IT services, delivered either internally or externally, as required by the business.
* Act as the final escalation point for service-related issues, ensuring resolutions are proactively sought and delivered.
* Chair and attend meetings and forums to ensure ongoing readiness of the IT Strategy meets the needs of all business change programmes and initiatives.
* Provide a professional and customer-oriented approach in both department culture and leadership style.
* Act as the voice of IT services to the wider Kura group, ensuring effective communication and awareness.
* Ensure day-to-day delivery of technical solutions across the business is optimised to position Kura as the Contact Centre of Choice.
* Manage and follow the prescribed KURA change management process within SLAs to ensure business efficiency.
* Manage and maintain the Kura Infrastructure environment in conjunction with in-house resources and third-party suppliers.
* Liaise with Business Standards for any BCP activity.
* Manage and maintain the Kura desktop estate and deliver operational enablement using in-house resources.
* Manage and maintain the Unified Communications topology including automated dialer management.
* Support security activities such as penetration tests and vulnerability scans under guidance, ensuring documentation is up to date and easily referenceable.
* Manage highlighted security alerts and provide a robust and proactive level of service for all stakeholders.
* Improve the overall Kura Infrastructure estate as defined by strategic parameters, focusing on consolidation, efficiency and capability enablement.
* Manage and maintain the Kura systems architecture and infrastructure, establishing procedures for day-to-day administration, proactive monitoring, and third-line support on network, server and internet devices and systems.
* Derive and implement an Infrastructure improvement plan to support business flexibility and growth.
* Undertake end-to-end Project Management of the IT division covering tasks, resources, time and risk.
* Aid in aligning budget control in conjunction with the Head of Solutions.
* Ensure logged service tickets are handled by the appropriate personnel with proper system controls to record activity.
* Establish strong partnerships with key client contacts to devise ongoing technical strategy.
* Work in partnership with the Kura Solutions function to develop and deliver key projects.
* Represent the Technology function in delivering Kura Strategic Transformation plans.
Judgement and Decision Making
* Development of people aligned to the Kura philosophy.
* Strategic thinking.
* Agile and impactful decision making.
External Relationships
* Strategic suppliers
* Client counterparts
* Contact Centre technology thought leadership groups
Internal Relationships
* Operations
* Client Partnerships
* Business Development
* People & Culture
* Business Standards
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