IT Operations Manager Cape Town, South Africa | Posted on 05/23/2024 ROLE DESCRIPTION: An exciting opportunity to join Our Client as an IT Operation Manager, reporting to the Head of Systems and Development. Therole involves supporting all technology operations, driving service improvementsin technology systems and processes, and leading change initiatives to ensurealignment with Our Client’s overall technology strategy. This is a senior role with emphasis on technicalleadership of the infrastructure support team, including the adoption andimplementation of cloud technologies, workplace modernisation, and technologyvendor management. The role is diverse and requires an individual who hasexperience working within medium to large enterprises or across multiple largeprograms at a senior technical level. DUTIES AND DAILYRESPONSIBILITIES: Infrastructure Support Management: · Lead and manage theInfrastructure Support team, providing guidance and support to ensure theefficient resolution of incidents and service requests. · Establish and maintainoperational processes and procedures for incident management, service requestfulfillment, and escalation management. · Monitor serviceperformance metrics and KPIs, identifying areas for improvement andimplementing corrective actions as necessary. · Oversee systemadministration activities, including client, server, and network configuration management. Incident&Problem Management: · Establish and maintain incidentand problem management processes to minimize service disruptions and downtime. · Coordinate withtechnical and development teams to investigate and resolve problems andincidents, ensuring root cause analysis is conducted and preventive measuresare implemented. Change and Release Management: · Develop and implementchange and release management processes to facilitate the controlled deploymentof changes into the production environment. · Review and approvechange requests, assessing potential risks and impacts to service availabilityand stability. Vendor and Supplier Management: · Collaborate withvendors and suppliers to ensure contractual obligations are met and servicelevels are maintained. · Evaluate vendorperformance and manage relationships to drive improvements and resolve issues. Disaster Recovery and BusinessContinuity: · Develop and maintaindisaster recovery plans and procedures to ensure the resilience of criticalinfrastructure components. · Conduct periodictesting and drills to validate the effectiveness of disaster recovery processesand identify areas for improvement. Service Improvement Initiatives: · Drive continuousimprovement initiatives to enhance service quality and efficiency. · Identify opportunitiesfor automation, optimization, and innovation in service delivery processes. Team Leadership and Development: · Provide leadership,mentorship, and coaching to the Infrastructure Support team, fostering aculture of collaboration, accountability, and continuous learning. · Conduct performanceevaluations, set goals, and provide feedback to team members to support theirprofessional growth and development. Requirements ROLE QUALIFICATIONSAND EXPERIENCE: · Bachelor's degree inComputer Science, or equivalent relevant experience. · Proven experience (10+years) in a technical management role with a focus on service delivery. · Strong understanding ofITIL Foundation and COBIT frameworks. · Excellent leadershipand communication skills, with the ability to influence and collaborateeffectively with cross-functional teams. · In-depth knowledge ofincident, problem, change, and release management processes and tools. COMPETENCIES REQUIRED: · Excellentcommunication and relationship building skills. · Gooddocumentation and report writing skills. · Trackrecord in strategic and operational hands-on management. #J-18808-Ljbffr