Manager, Technical Support

2 weeks ago

Centurion, Gauteng, South Africa Exxaro Recruitment Full time

Job Advert Summary:

PURPOSE:

  • To Manage and maintain the Enterprise Integration landscape to ensure stability of the Enterprise Resource Planning.

MAJOR CHALLENGES:

  • Manage different components, systems, or processes within an organization to ensure effective integrated to achieve seamless operations and optimal performance.
  • Manage, facilitate, and resolve operations issues within agreed Service Level Agreements and Customer Competence Centre Operations.
  • Ensure realisation of business value from Information Management implemented solutions.
  • Manage Change enhancements in functional domains. Manage third parties aligned to agreed SLA. Lifecycle planning and execution on systems versions. Audit liaison on systems related findings on the ERP scope.

Minimum Requirements:

QUALIFICATIONS:

  • BSc (Hons) Information Systems Techn (Essential/Minimum)
  • Certificate ITIL Foundation (Essential/Minimum)
  • Management Development Programme (Essential/Minimum)

EXPERIENCE:

8-10 years Relevant experience in managing Systems Integration support (Essential/Minimum) Management

REQUIREMENTS:

  • Psychometric Assessment (Essential/Minimum)
  • Certificate of Fitness (Essential/Minimum)
  • Member of Professional Body (Recommended/Desirable)

Duties & Responsibilities:

Best Practice and Knowledge Management

  • Identify and implement Continuous Improvement (CI) initiatives to improve systems and processes
  • Pursue exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives
  • Comply with Software Development Life Cycle (SDLC)
  • Ensure that Intellectual Property (IP) is owned and controlled by the company
  • Comply with Business Continuity Management Policy
  • Implement process and system enhancements to improve operations in IM function

Business Performance and Operations

  • Establish and manage standardised and best practice configuration, change management and support processes
  • Responsible for analysing request fulfilments, developing access and authorisation processes
  • Risk management
  • Negotiate and manage supplier contracts and license management
  • Accountable for exploitation and value extraction of systems to ensure Return on Investment (ROI)

Compliance, Governance and Assurance

  • Interpret legislative and corporate governance requirements to manage risk and consequences of noncompliance and communicate impact of legal developments on business strategy
  • Ensure all information and reporting has integrity and is in strict compliance with proper accounting principles and law
  • Recognise understand and take action to mitigate and manage risks that can impact on implementation of business strategy
  • Conduct assurance reviews on complex integrated systems
  • Provide input into Information Management (IM) strategy

Effective People Management

  • Provide leadership and direction in development and motivation of staff
  • Ensure Talent Management supports achievement of employment equity and diversity targets
  • Establish and maintain customer focused culture within IM Services department
  • Promote teamwork, provide support, and manage performance
  • Human Capital management to ensure certified competence

Financial Management

  • Prepare and control Operations annual budget aligned to cost target
  • Manage Operations' Operational Expenditure (Opex) forecast and monitor expenditure
  • Effectively manage resources
  • Focus on improvements for potential cost reduction

Functional Excellence

  • Adhere to functional policies, standards, guidelines, procedures, end
- to-end processes, tools, templates etc.

  • Assist in standardising, simplifying and speedingup functional processes, eliminating duplication/bureaucracy

Safe and Healthy Work Environment

  • Maintain and ensure a healthy environment, safe operations, and practices, ensuring compliance with all applicable Safety Health and Environmental (SHE) policies and procedures in line with set standards
  • Encourage a culture that focuses on safety in all operations

Service Management

  • Responsible for services level compliance management and planning Information and Communications Technology (ICT) service capacity
  • Responsible for developing and maintaining services catalogues and measurements as well as charge back models for SAP support environment
  • Responsible for planning services continuity integration and availability and developing service proposals.
  • Develop and build strategic internal and external partnerships
  • Develop opportunities for business value or service enhancement

Behavioural Alignment

Demonstrates the following:

  • Creativity, collaboration, sociable and awareness to the ecosystem
  • Stewardship, accountability, ability to develop trust, safety conscious and ethical
  • Ability to respond quickly to business needs/agility, flexibility, continuous learning, innovation and proven ability to experiment

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