Head of IT Infrastructure

1 week ago


Cape Town, South Africa Teleperformance South Africa Full time

Teleperformance is a worldwide leader in multichannel customer experience management. We are the Global Leader of the call center services industry and building new markets in BPO and ITO. We’ve been providing customer care for the World’s leading brands since 1978 and every year we interact with more than 35% of the world’s population

Based in Bristol or Cape Town this role is multi-faceted, the seven key elements are:

- Leadership of the Telephony, Network, Systems, Desktop Disciplines
- Leading Enterprise Architecture Design and Implementation Projects - these will include CCaaS Migration, Azure Migration, O365 Tenant Migration, SDWAN Deployment, VDI Migration, zScaler Migration over the coming 12 Months
- Rapid Expansion of South Africa IT Infrastructure
- Consolidating Partnership Relationships and Driving Increased Value
- Supporting Bids and New Business in Partnership with Technical Authority
- Working with Teleperformance Group IT To Adopt Standard Working Practices and Technologies
- Reducing the Cost of IT to TPUK and Making Sound, Prioritised Investment Decisions

**Responsibilities**:
Enterprise IT Leadership
- Working with International Peers In Realising Standardised Ways of Working and Core Enterprise Technologies
- Line Management of Discipline Leads, Maximising Productivity
- Leading Enterprise Architecture Design and Assurance
- Assuring delivery of Strategic and Tactical Plans and Projects
- Contributing to IT Strategic and Tactical Plans
- Ensuring Robust ITIL and LSS Adherance
- High level task prioritization
- Programme Management
- Ensuring Client and Uptime Focus
- Ensuring a health and safety focus

Management
- Ensuring focus to maintain a compliant environment (PCI and Cyber Essentials Plus)
- Technical authority to reporting teams (Network, Telephony, Systems, Desktop)
- Act as the interface between the technical support teams, management peers, key business stakeholders and the Director of IT, Security, Risk and Compliance
- Ensure support services are delivered to SLA
- HR processes including cascading objective setting, 121, reviews, performance management, regular minuted team meetings and annual appraisals
- Ensure ITIL processes are robust and adhered to, i.e. Asset, Change, Problem, Config, etc
- Ensure excellent inter-team communications and co-operation
- Proactively work with peers to achieve continuous service improvement
- Provision of infrastructure in support of new clients in a timely manner and the removal of infrastructure/services for clients no longer subscribing to TPUK services
- Provision of evidence and full support of maintaining/improving Audit accreditations
- Ensuring all security deliverables are met

Strategy & Planning
- Adoption of Off-Shore and Shared Service Models Through Active Production of Business Cases
- Supporting Periodic Financial Forecasting
- Ensuring Good Practice
- Leading Continuous Service Improvement
- Business continuity and disaster recovery
- Adherence of ITIL 4, Cyber Essentials Plus, PCI and ISO 27001

Bids & Solutions
- Providing timely, cost effective and deliverable technical solutions to meet the needs of the Business
- Production of written and topological documentation
- Innovation and value add ideas
- Client presentations and proposition support
- Internal technical solution assurance and implementation

Position Requirements

Formal Education & Certification
- IT Related Degree or equivalent experience
- ITIL V4 Advantageous
- PRINCE 2/Lean Six Sigma Advantageous
- Systems, Network and Telephony Accreditations
- Ideally holding a level of UK Government Clearance, must have the capability to pass SC Clearance

Knowledge & Experience
- 8+ Years of IT experience
- Telephony - Ideally awareness of Avaya, Callmedia, NICE Call Recording, NICE CXOne and WFM and/or CCaaS platforms
- LAN/WAN - Ideally Cisco and SD WAN
- Systems management - Microsoft Azure/O365, Virtualisation, Citrix VDI delivery
- Desktop support - Microsoft, Citrix VDI/HSD
- Transforming teams and individuals - Strong HR experience
- Leading Project Management and Technical Transformations

Personal Attributes
- Strong communications and leadership skills
- Excellent relationship management and performance management skills
- Track record of motivating and directing staff members and subordinates
- Strong understanding of the organization’s goals and objectives.
- Exceptional written and oral communication skills
- Exceptional interpersonal skills
- Exceptional prioritization skills
- Exceptional customer service focus
- Experience working in a team-oriented, collaborative environment

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)


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