Job Description

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage and our talented team to deliver award-winning location intelligence, identity verification and fraud prevention solutions.

With over 30 years\xe2\x80\x99 experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

(With the 95% of our team members that recommend us as a great place to work)

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

The team

Technology & Operations is a horizontal function within GBG that provides support for Product Development & Engineering, Customer Support, Information Security and Corporate IT.

Corporate IT includes the provision of internal IT Services to GBG Team Member globally, along with any required Business Applications Systems. The Regional IT Operation Manager is accountable for ensuring that we have a long-term, flexible, service that provides GBG team members with the end user computing equipment & software they need, as an individual, or as part of our facilities.

GBG has a work when and where you want policy and we support customers, and operations, globally. Our goal is to exceed the expectations of our internal customers in the experience we offer, whether physical or virtual, and ensure that all the services we offer are value-adding.

The role

The Regional IT Operations Manager is responsible for providing leadership in technical expertise, process management, business relationship management and decision making to ensure our internal team members receive the very best service and support in their day-to-day IT requirements. Adopting a \xe2\x80\x98continuous-improvement\xe2\x80\x99 approach, they ensure the Regional IT Operations team have the correct processes and practices in place to deliver to determined SLAs and pre-set KPIs in helping our team members to be connected and productive in terms of IT devices and tooling.

What you will do

• Implement the strategy for ITSM support across corporate IT and team member tooling
• Ensure our global team members receive a positive and consistent experience
• Review team and system performance metrics
• Regional stakeholder management
• Technical mentoring for direct reports to deliver personal development plans
• Identify trends and achieve continuous performance improvement in the support function
• Build in automation where possible
• Consistently design and implement best practice process for Incident, Problem, Requests and Event Management, and take responsibility for ensuring KPIs and SLAs are achieved
• Manage workload (supply and demand) and team adherence to Change Control processes
• Maintain application and service configuration, giving regard to compliance and cost aspects
• Clear communication and collaboration to agreed standards
• Monthly regional budget management and reporting
• Improving self and team knowledge to effectively support corporate systems and team member tools
• Performance management and development of your team and resourcing where required
• Take a leading role to be a self-starter. To continually develop skills, competencies and knowledge by maintaining high quality training guides to aid knowledge share and transfer at all levels in the corporate IT function as well as to support your personal development.
• Proactively identify trends to address problems before they become incidents

Requirements

• Good technical understanding to help support Teir 1/Teir 2 engineers
• Good understanding of best practices framework ITIL 3 and above
• Good strategic planning for service improvement
• Good understanding of Demand management
• Good communications skills both verbal and written
• A solid understanding of the following technologies, Exchange / O365 Administration, Desktop support (i.e. general PC issues), Office365 Application, Windows 10/11, Mimecast, Group Policy, AD/AAD

Benefits

We have a vision to have the best and most engaged team members in the industry. People matter at GBG, they make us who we are. Every team member across all our locations makes a difference, everyone has something to contribute. Maybe you too could make a difference.

As part of our commitment to our team and flexible working approach, we have created a Work When and Where You Want Policy to give our team members choice and empowerment, and to support a balance in work and home life. Please ask your Talent Attraction Specialist for more information on this and our Family Friendly policy if you want to find out more!

Next steps

If you\xe2\x80\x99re interested, please apply! We\xe2\x80\x99re looking to hire the best and most engaged people into our business and we\xe2\x80\x99ll make an offer once we\xe2\x80\x99ve found that person.

As an equal opportunity employer, we are committed to providing fair opportunities for everyone regardless of age, gender, race, religion, sexual orientation, parental status or disability. Everybody is welcome and our inclusion and diversity programme, be/yourself, is designed to ensure that you can thrive. Please inform your GBG Talent Attraction Specialist if you require any reasonable adjustments to the interview process.

GBG