IT Technical Manager

7 months ago

Cape Town, South Africa Cape National Recruitment Pty Ltd Full time

Our Client in Tygervalley, Bellville, has a **permanent **role available for an **IT Technical Manager **(_midlevel to senior_).

Service Portfolio (in the IT division) - Service functions, each responsible for the design, development, management, transition, compliance, and support of their respective services:

- Service Operations
- IT Infrastructure
- ERP (Odoo)
- Member Portal
- Project Management Office (PMO)
- Business Intelligence (BI)

Job Title and Level:

- IT Technical Manager (intermediate to senior), reporting into the Service Manager
- Has to travel (3 offices in Cape Town Northern Suburbs)
- Will have 3 direct reports

Purpose: The role is responsible the overall health, performance, integrity, security, and compliance of IT infrastructure services, ensuring that optimal service levels are maintained.

**Responsibilities**:

- Ensure that all services meet the requirements of business, and conform to internal standards, industry best practices and regulatory requirements.
- Manage all lifecycle aspects of infrastructure services - strategy, design, transition, operations, and continuous improvement.
- Ensure that infrastructure services are optimally configured and maintained.
- Perform the duty of Incident Manager for major incidents, security concerns and service escalations.
- Perform root cause analysis, impact, and risks assessments to resolve major incidents and complex requests.
- Ensure and drive collaboration between stakeholders, support teams, and technology partners to resolve technical concerns.
- Train, support, manage and guide infrastructure support teams to deliver fast and effective support to end users, customers, and stakeholders.
- Ensure that service level targets are always met.
- Design, implement, manage and maintain toolsets for performance, capacity, security and compliance management of infrastructure services.
- Monitor and proactively identify and address concerns related to the integrity and performance of infrastructure services and security.
- Implement, manage, monitor, maintain and report security measures as per the organisation’s information security management system (ISMS).
- Implement and maintain backup and disaster recovery solutions in line with the organisation’s recovery objectives.
- Perform scheduled and ad-hoc disaster simulations, vulnerability and penetration tests.
- Lead and perform service upgrades, migrations, and enhancements with no or mínimal impact on operations.
- Maintain comprehensive documentation of service configurations, processes, standard procedures and troubleshooting steps.
- Manage software licenses and ensure compliance with licensing agreements.
- Identify opportunities to automate routine operational tasks and processes to improve efficiencies and reduce manual intervention.
- Implement changes to services following established change management processes to minimize associated risks.
- On an ongoing basis, identify and manage risks to mitigate potential impact.
- Coordinate training activities to ensure the appropriate and effective use of services.
- Provide strategic guidance for service improvements and new services, collaborating with technical and operational teams to clarify requirements, answer questions, and ensure a shared understanding of the desired outcomes.
- Manage the introduction of new services and service enhancements into operations in an effective and sustainable manner, in accordance with the organisation’s project management protocols.
- Prepare and present scheduled and ad-hoc service reports as requested by management.
- Manage the financial aspects of infrastructure services, including budget allocation, expenditure tracking, and cost optimisation initiatives.
- Participate and lead the facilitation of all the requirements of internal and external IT audits.
- Develop technical roadmaps and lead the implementation of all initiatives to meet current and future service requirements.
- Build relationships and collaborate with vendors and suppliers to ensure that services and products are aligned with the organisation's needs and expectations.
- Regularly assess the performance of services against established metrics, making necessary adjustments to improve efficiency and effectiveness.
- Monitor user satisfaction with services, address concerns, and implement initiatives to enhance the user experience.

NB: The responsibilities contained in this document are not exhaustive and management reserves the right to instruct the employee to carry out additional duties or responsibilities which may fall reasonably within the ambit of the position profile or in accordance with operational requirements.

Core Skills
- Technical Proficiency in:

- Server and Network Management
- Cloud and Hosted Services Management
- Vulnerability, Security and Compliance Management
- System Integration Management
- Database Management
- Service Performance Management
- IT Services Management
- Service Strategy
- Serv

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