At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.
Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.
Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.
Job description:
Purpose of the role:
To develop and lead the Commercial & Service Management team, a multi-disciplinary team of service management, vendor / commercial, licencing, invoicing and desktop specialists.The overall purpose of this team is to shape, develop and mature the Group IT approach to service management, supplier management and financial budgeting and control.
Key Responsibilities:
Service Management:
Driving IT service management (ITSM) improvements to drive up efficiency and effectiveness in a pragmatic way – identifying what best practice for FQM would be and then driving the operations towards that.
Defining and monitoring service level agreements (SLAs) to ensure service quality.
Managing service delivery and incident/problem resolution.
Continuously improving IT services to enhance user satisfaction.
Team Leadership:
Hiring, training, and developing staff in the Commercial & Service Management team, providing guidance, mentorship, and support to enable them to excel in their respective domains.
Setting strategic goals and objectives for the department.
Providing guidance and direction to ensure that the team's work aligns with the organisation's broader goals.
Strategic Planning: Developing and executing a strategic plan for IT services that supports the organisation's business objectives. This may involve identifying areas for growth, optimising existing services, and ensuring alignment with the company's overall strategy.
Stakeholder Engagement: Collaborating with various stakeholders, including business units, executives, and technology teams, to understand their needs and ensure that IT services are responsive to the organisation's requirements.
Risk Management: Identifying and mitigating risks associated with IT service delivery, procurement, and contracts.
Performance Measurement: Establishing key performance indicators (KPIs) and metrics to assess the effectiveness of IT services and the commercial aspects of IT operations.
Qualifications Required:
Undergraduate Degree in technology and/or business related studies or finance/accounting.
ITSM qualification.
CIPS (Chartered Institute of Procurement & Supply) qualifications would be helpful, but not mandatory.
Experience & Skills Required:
Need a strong understanding of IT operations, Service Management, licence management, financial management, contract negotiation, and service quality to excel in this role.
Knowledge of IT Service Management frameworks, practices, and processes, such as ITIL (Information Technology Infrastructure Library).
10+ years of experience with IT operations, including incident and problem management.
Experience with ITSM tools – development, testing and production.
Experience with ITSM processes – design, implementation, integration of tools and operation.
5+ years of experience in procuring IT software, hardware and services, including negotiation and purchase-to-payment.
5+ years of providing line management, team leadership, coaching and mentoring – ideally with multi-disciplinary teams.
Strong verbal and written communication skills and ability to translate technical language and ideas into business terms.
Consulting skills would be a plus.
Ideally, experience above includes mining industry experience, but this is not mandatory.
Behavioural Traits Required:
Outgoing and comfortable with engaging with all levels of a large multi-national organisation.
Business benefit and outcome driven.
Commercially astute and value-for-money driven.
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