• Develops effective relationships with business units, divisions or groups of users
• Ensures required IT services are identified, developed and supported to the satisfaction of the business unit/division
• Establishes and maintains service level agreements and is the main point of contact for all service issues
• Acts as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems
• Evaluates new applications and identifies systems requirements
• Evaluates new IT developments and evolving business requirements, and recommends appropriate systems alternatives and/or enhancements to current systems
• Prepares communications and makes presentations on system enhancements and/or alternatives

• Consults and advises on technical design and maintenance of major, complex software systems. Typically has experience on high complexity multi-language programming and multiple platforms. Has in-depth knowledge of the capabilities and limitations of multiple systems, peripheral devices, and the most sophisticated programming techniques. Also has knowledge on how software in the system integrate with each other. 

• Responsible for acting as the primary interface between technology infrastructure and a specific business/functional area. Incumbents identify business unit requirements, create project and process specifications and coordinate with projects teams
• Investigates and manage technically complex software problems and coordinates problem resolution with software vendors, hardware manufacturers, and/or appropriate in-house personnel. Autonomously deals with tensions and disputes, looking for consensus and benefit for the company
• Leads the development of complicated design specifications and provides consultative guidance to software teams on their execution. Evaluates performance of the software system and recommends changes to increase operational effectiveness. Uses persuasion and influencing skills to get the required support
• Provides expert advice and counsel to IT personnel and project teams on the most efficient use of the systems and technology
• Creates a multi-year vision and plan for the technology domain under his/her responsibility. Evaluates new technologies and develops corporate standard practices. Upon request deals with external stakeholders or regulators on well defined tactical or technical matters
• Builds network of internal relationships across the organization to also deliver advises and counsel to managers of other departments
• Provides regular feedback to management on objectives achievements. Defines KPI’s to achieve objectives
• Has regularly to deal with changes, adjustment and instability in existing technical processes, strategies and frameworks
• Leads technical innovation in the context of a defined strategy, with a focus on new technologies

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