Technical Operations Lead

2 weeks ago

Johannesburg, South Africa Project Management Connection Full time

**Key Purpose**:
Provide technical assistance to International joint venture businesses in accordance with the agreed Service Level Agreement, which conforms to the Group Operating model, supporting common standards and shared processes across multiple time zones.

**Areas of responsibility may include but not limited to**:

- Act as an intermediary and manage the interaction between the Client, Internal Delivery Teams and 3rd Party Vendors to provide adequate visibility of interdependent initiatives.
- Monitors vendor performance and adherence to standard operating procedures and appropriate policies to ensure compliance and drive improvement and adherence initiatives.
- Client and Executive reporting.
- Clear, concise and timely communication with emphasis on expressing technical issues in a non-technical manner to clients and executives.
- Conduct research to establish more efficient ways of performing day to day activities using new technologies or frameworks.
- Flexibility and willingness to support a 24x7 operations environment by working nights, weekends, and a rotation of On Call.
- Defining and driving effective Continuous Service Improvement initiative.
- Produce and present regular reports on availability, capacity, service performance and achievement to the Customer and IT provider at an appropriate level.
- Ensure remedial action are taken to rectify identified issues or escalated incidents are attend to.
- Organise and maintain the regular Service Level review process with both the IT Customer and IT provider which covers the reviewing of outstanding actions from previous reviews on current performance, Service Levels and targets.

**Personal Attributes and Skills**:
**Behavioural Competencies**:

- Drives Results
- Values Driven
- Optimistic
- Learns on the Fly
- Resilient
- Instils Trust
- People Savvy
- Problem Solver
- Leadership Skills
- Manages complexity
- Balances Stakeholders
- Additional attributes
- Strong Ownership qualities
- Ability to assess and prioritize
- Excellent planning and organizational skills
- Able to work under pressure in a fast-paced environment
- A strong passion for customers and technology
- Confidential
- Self-motivated, self-thinker and pro-active
- Excellent communications skills and good team player
- Strong interpersonal skills specifically with the ability to establish and grow relationships with diverse stakeholders
- Well-developed conflict handling skills
- Willing to learn and develop oneself

**Education and Experience**

**Education**:

- Matric
- A Bachelor’s Degree or Diploma in a related area such as Computer Science, Information Systems

**Experience**:

- 3 - 5 years of experience in a customer focused environment, preferably in IT, internet or software industry
- 3 - 5 years’ experience managing Vendor delivery in an IT organization
- Previous experience managing a team in IT service delivery or development
- Service Desk Management and Problem Management experience beneficial
- Project Management experience beneficial
- Experience in managing IT service delivery across multiple time zones
- 5 years or more of business focused definition of clients’ needs resulting in the implementation of appropriate technical solutions
- Proven ITIL Service Operations and Transition Experience.

**Knowledge**:

- SDLC, ITIL (Incident, Change, Release, Problem Management), CMMI, DevOps, BCP
- An excellent understanding of practical Service Delivery

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