WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

The purpose of the Group IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

• Change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
• To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
• To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
• Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
• The role will involve close coordination and project management of various internal and external technology groups to meet deliverablesTo maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
• Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
• Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
• Act as a point of escalation for customers and manage their expectations.
• Ensure the alignment of technology, process and people to business objectives
• Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
• Draft reports on IT Service Delivery and present the data to the Senior Management Team
• Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
• Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
• Broad general knowledge and awareness of the IT landscape
• Analytical and Practical motivated self starter.
• Be an IT specialist, but also have an understanding of commercial operations.
• Good Communicator
• Sound understanding of business processes and IT operations
• Assertiveness
• Good understanding of the ITIL V3 Framework and implementation thereof (Required)
• Adaptable individual.Willing to support US Campaigns and hours.
• BPO experience (Advantageous)

• Grade 12
• ITIL V3 Certified preferred
• Business knowledge
• Project Management preferred
• Tertiary IT Qualification