Solution Application Operations Manager

2 weeks ago

Cape Town, Western Cape, South Africa Jenrec Full time

A leading Company in the FinTech industry, is seeking a dynamic and experienced Operations Support Manager to join their team.

You will play a crucial role in implementing and supporting our operating requirements, ensuring alignment with service monitoring, availability, and health.

The Department requires a Operations Support Manager with the ability to not only support the successful delivery of the Department's deliverables but also a leader to foster a positive culture and value-driven work environment by taking responsibility of the following:

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

Years of (relevant) Experience:

- _5-10+ years of relevant managerial experience in IT Operations._

Professional Expertise:

  • 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.

Skills and Behavioral Competencies:

  • 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.

Salary:
R65 000,00 - R85 000,00 per month

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