The IT Operations Support Manager will report to the Operating office, and will be responsible for the delivery of all Support related activities to Customers (Global and National) of Vitality systems. Collaborate with internal and external Information Technology specialists to ensure that the systems support the identified business needs. This role will provide Incident and Problem management as well as ongoing operational support for IT solutions supporting the customer.Responsibilities:

• Act as the primary point of contact in Vitality IT and systems for business users and other stakeholders in context of IT delivered services for a key customer
• Perform coordination of key communications to senior level management in Vitality Systems regarding all support elements.
• Facilitate resolutions to operational issues with supported services by engaging business users, vendors and IT service providers in an active, solutions oriented framework
• Work closely with application internal and external suppliers to improve application development, maintenance and updates
• Facilitate business continuity by developing concise documentation, flowcharts, etc., in context of active IT delivered services currently being delivered
• Foster service delivery by collecting, analyzing and summarizing process and service issues and providing relevant, related information to the IT delivery teams
• Work with the relevant IT teams to set SLA criteria for expected delivery
• Define metrics, implement agreed SLA’s and OLA’s and provide regular relevant reports to Vitality Management
• Facilitate regular and open communication between business users and IT
• Participate in project initiatives and team meetings by interacting and collaborating with relevant team members as required
• Manage customer expectations and educate user community in context of SDLC and change and support management processes
• Interact with and guide/lead cross-functional teams to achieve defined objectives through consulting and positive interaction with IT team members, external partners and clients
• Manage multiple concurrent objectives, projects, groups or activities, making efficient judgments as to prioritizing and time allocation
• Communicate and timeously escalate to management direction/status/problems through appropriate reporting
• Develop and maintain strong and productive relationships, including the ability to influence, negotiate and manage conflicts effectively and constructively with clients and peers
• Must be able to effectively communicate and present complex concepts and data to senior business management
• Ability to technically analyze problems encountered with these systems and employing technical skills to overcome them
• Manage the cost of the Vitality IT Operations Support to deliver the best value to the business and assist with the financial planning and budget preparation

Desired Skills and Experience

• 5 years of experience in a Operations Support Manager or similar role; within IT Financial Services
• Working knowledge of project management practices, including strong problem-solving and risk mitigation skills.
• Strong communication and interpersonal skills with all level of staff , management and customers (Global and national)
• Strong collaboration experience across multi functional teams
• Vendor management and Service Level Management
• ITIL knowledge
• Knowledge of and experience with relational multidimensional databases, reporting and analytics
• Experience in ERP based system environment involving multi-technology delivery platforms