Job Description

What success looks like in this role:

High-Level Description:

This role is to manage a team of experienced System Engineers and System Administrators to support large government client(s) within a multi-vendor environment using the SIAM framework. To excel in this role, you will need to be a proven engineering leader with strong ICT systems engineering skills and experience within the Digital workplace domain predominantly on M365 technology. As this role is client-facing, you will need to have excellent communication, presentation and collaboration skills. As part of this role, you will also act as a point of contact for the Client delivery executives and other account executives.

Responsibilities and Accountabilities:

Candidate with 15+ Yrs ICT experience with at least 5 years as a team leader or manager. Degree in an ICT related field Experience with ITIL and SIAM frameworks, Strong experience in Microsoft Azure Cloud within M365 stack on Intune, Endpoint manager, Office 365, Collaboration tools etc Experienced people leader and capable of managing a team of 50 or more members preferred Excellent communication and presentation skills Experience in managing Govt. projects and a good understanding of the governance structure Set career path, training and engagement of people in their respective domains as well as cross functional Resource hiring/alignment to projects Accountable for achieving delivery goals (customer specific SLA as well as KPIs) in large and complex enterprise environments involving use of different tools and technologies Drive Evergreen & release management process to keep the estate up to date Drive technology Roadmap for client estate and future state of operations Drive client satisfaction using continuous service improvements in technology & process Period reporting of SLA / KPIs and monthly service performance review with customers Escalation management Engage with clients on business needs and build necessary IT solutions / improvements / scope extension Drive cost optimisation against current baseline via automation / efficiency Develop the Standard processes for Incident and change management as to be followed in operations for End user computing group and adherence to ITIL guidelines Track & report productivity and quality KPIs (and related KPI goals), for team as well as the mechanism to track them Understand the offerings under modern device management & seamless collaboration portfolio and generate organic growth opportunities Capable of analyzing the ever-changing technology landscape and providing advisory services to the clients on potential impact on managed services

You will be successful in this role if you have:

Necessary skills:

Strong understanding of ITIL, specific to Change & Release management


Experience in managing large-scale transition projects Ability and willingness to take direction from leaders, SDM and Client Executives Ability to work in a team environment & drive day-to-day operation Able to adapt to a changing technical environment Ability to coach other members team in their area of expertise Ability to communicate clearly with all team members and end-users
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