Operations Support Manager

• Drive integration activities across the Command Centre supporting the nextgeneration Operation Model.
  
• Collaborate across functional teams to design implement and maintain critical procedures for Service Delivery Major Incident and IT Operations.
  
• Communicate effectively during incidents driving escalations investigations and resolutions while ensuring timely and accurate outage updates.
  
• Provide recommendations for technology improvements to enhance incident resolution and ensure infrastructure and application stability.
  
• Focus on continuous development and daily management of service quality increasing customer satisfaction reducing meantime to restore service and improving data quality.
  
• Utilize continuous improvement methodologies to enhance service delivery and productivity.
  
• Foster relationships with internal and external service providers championing user satisfaction.
  
• Drive regular meetings with Business Units and Support Units on IT incidents and problems.
  
• Implement changes across departments to enhance application and infrastructure availability and service targets.
  
• Collaborate with the Management Team to promote talent upskilling and cultivate a positive culture aligned with our values.
  
• Manage daytoday operations of the Command Centre teams including staff development training KPA and KPI reviews performance evaluations shift rosters and maintaining a positive and challenging workspace.
  

Requirements

• Ideally qualified in ITIL Foundations with expertise in Event Incident Problem and Change Management processes.
  

• 510 years of relevant managerial experience in IT Operations.
  

• Demonstrated leadership and strategic vision in the designated domain.
  
• Proven track record working with Senior Managers and Executives exhibiting composure credibility and technical acumen.
  
• Familiarity with Command Centre and major incident management functions.
  
• Strong skills in establishing and managing operational procedures.
  
• Analytical skills with the ability to coordinate relationships of various IT technologies for effective business service delivery.
  
• Detailoriented capable of driving change to promote order control and consistency in an Operations environment.
  
• Excellent written and oral communication proficiency in English.
  

• Building a successful team.
  
• Coaching.
  
• Continuous improvement orientation.
  
• Information monitoring.
  
• Initiating action.
  
• Leadership.
  
• Teamwork/collaboration.
  
• Providing exceptional experiences to internal and external customers by understanding their needs and tying them to results.
  
• Demonstrating a positive mindset high levels of character and integrity and a keen awareness of continuous improvement.
  
• Advising and collaborating with others to develop strong positive working relationships across all organizational levels.
  
• Offering creative databased solutions while focusing on forward progress and creativity.
  
• Fostering the highest level of commitment among the team through transparent communication.
  
• Creating an environment that encourages autonomy decisionmaking and goal attainment.
  
• Taking personal responsibility for making tough decisions and meeting commitments.
  

Benefits

• Pension fund;
  
• Disability Benefit;
  
• Death Benefit;
  
• Dread disease; and
  
• Funeral Cover.