General Information Technology Senior Professional

**Description**

**Main Accountabilities**:
**1. Solutions**

Collaborates and works with the Infrastructure Product Groups, Country IT Managers, internal and 3rd Party IT Suppliers to build appropriate IT Services and Solutions; all in relevance to the department’s practice expertise leading to improved efficiency or operational functionality. Ensures successful delivery of the solution within agreed criteria. Is accountable for and supervises reviews of Service Level Agreements (SLAs) and corresponding service monitoring/controlling metrics to identify rightsizing opportunities in IT Infrastructure domain. Proactively strives continues improvements in the Infrastructure Service Portfolio.

**2. Service Delivery**

Is responsible for the “End to End” IT Infrastructure service delivery to PG Business Units and countries. Implements effective interfaces between IT teams for all IT services and, where required, ensures adherence in line with agreed service level agreements (SLAs), all within the department’s practice competence. Lead IT delivery to the business by setting and monitoring delivery targets. Maintains relationships with business management at a country or multi-country level to balance trade-offs for cost, time and demand; manages expectations and requirements for delivery of global IT services. Lead the capture, analysis, aggregation, and prioritization of IT service demand. in large audit and major security issues and where needed be involved in major compliance incidents. Involves in mergers and acquisition (M&A) projects.

**3. Processes**

Is consulted and may be responsible for Infrastructure Project Delivery to PG Business Units and countries. Guides and supports Project Managers in their teams to enable on-time, on-budget and quality project delivery for PG IT. Is a member of the Steering Committee for all Cross-Product Group projects within their region.

Collaborate with Country IT Management Team to analyses business demand for existing or new IT solutions. Ensures the optimization of internal and cross-functional processes related to IT Service delivery in relevant area of responsibility.

**4. IT Standards**

Proactively drive standardization and harmonization of the Infrastructure landscape. Ensuring alignment to given IT goals, and compliance with IT Enterprise Architecture and any relevant IT Standards. Provides input for development of IT internal standards.

**6. Stakeholder Management**

Face of PG Infrastructure in the Countries; works to increase satisfaction with IT services by assessing expectations, ensuring actions are taken to close any gaps and influencing stakeholder perceptions. Build successful relationships with Country/Site BU leads and the Product Groups to provide status updates, resolve issues, and manage expectations.

**7.** **Incident, Change**

Consults. provides input and can take ownership for any incident, change or project which has, or might have, a major impact on the Region, and/or on the whole of IT. Informs/consults relevant IT colleagues on any change or project activities which may have a major impact on the others' areas of responsibility. Directly engages vendors and/or product groups on behalf of their region with authority to take actions to limit or negate impacts of incidents. Engages with Service Integration to escalate or coordinate as and when required.

**8. Governance**

Executes, for assigned tasks, all actions in IT processes according to agreed RACIS. Ensure teams adhere to IT process framework and governance model. Act as escalation point and resolve disputes arising in relation to IT business facing support and infrastructure services.