IT Operational Delivery Manager : Africa, Israel and Baltic's
December 2011 — Present
Direct market responsibility for, West Africa (Senegal, Cameroon and Ivory Coast), NEAR (Nigeria, Kenya, Ghana and Ethiopia) and Southern Africa (South Africa, Botswana, Namibia, Zimbabwe and Mauritius), Israel and the Baltic Region (Estonia, Latvia and Lithuania)
Supporting 4 complete different business units with diverse IT needs and sometimes strategies. (Human Health, Animal Health, Consumer Health and Nutritional Health).
Accountable for maintaining a standard, consistent operating environment within the portfolio of IT services and operations provided to a given BU and/or region.
Key liaison between IT Technical Operations, IT Business Partners, IT Service Enablement
Ensures proper conduct of global, regional and local (where applicable) vendor resources in meeting contracted support and delivery obligations for all infrastructure services
Manages service escalation to resolution, and identifies continuous improvement opportunities as appropriate
Responsible for managing Service Level Agreements across regions and markets that fall under my responsibility together with the Service Delivery manager of the vendor resources.
Participate in project meetings as required providing guidance, local knowledge to project teams