Deputy Manager/assistant Manager

4 weeks ago

Cape Town, South Africa 5D TECH SYSTEMS Full time

Job description:
The purpose of the Deputy IT Manager role is to assist the IT management team in maintaining, implementing, and improving IT system compliance, ownership of day-to-day IT support and processes adherence towards customer relationships and staff management.

Key accountabilities include but are not limited to:

- Reporting, Audit deliverables, change management, training, quality management are addressed and monitored to ensure deadlines and service levels are met and results delivered.
- To own incidents and requests to ensure completion in both the client and WNS infrastructure and IT environments.
- To ensure that policy and strategy is in compliance with defined standards and local compliance adherence.
- Ownership of Incidents and escalation and driving closure on a 24/7 basis.
- Should be able to understand Client requirement and provide appropriate solution for the same in discussion with local/functional team.
- The role will involve close coordination and project management of various internal and external technology groups to meet deliverables
- To maintain strategy in line with local/functional IT stakeholder needs and in keeping up with current best practice.
- To line manage and develop reporting IT team. Plan and priorities their workloads, set objectives, conduct appraisals and support in continuous improvement of their performance and results.
- Ensure high level of customer centricity and engagement, forming a partnership with the operations team.
- Act as a point of escalation for customers and manage their expectations.
- Ensure the alignment of technology, process, and people to business objectives
- Monitor all projects and prepare schedule of all work within required timeframe and coordinate with resource managers and supervisors to evaluate all approvals.
- Draft reports on IT Service Delivery and present the data to the Senior Management Team
- Forefront Audits and collate /provide evidence and ensure audit compliance in all areas throughout the year.
- Engage frequently with the customer to maintain awareness of customer expectations and service delivery experiences
- Be proactive and review business processes and suggest improvements, identify opportunities and risks and suggest appropriate action.
- Continuously evaluate staff performance and behavior and to take the necessary corrective actions where required

**Qualifications**:

- Matric
- ITIL Certified (Beneficial)
- Tertiary IT Qualification (required)
- Asset Management and Stock Control Experience (required)
- Incident Management and Change Management Experience (required)
- End-User Computing Management & Compliance Experience (including Anti-Virus, Patch-Management etc.) (required)
- At least 5+ years of experience in an IT Team Management Role (required)

Additional Info:

- To be able to work on a 24/7 rotation basis if required.
- Broad general knowledge and awareness of the IT landscape (required)
- Analytical and Practical motivated self-starter. (required)
- Be an IT specialist, but also have an understanding of commercial operations. (required)
- Good Communicator (required)
- Sound understanding of business processes and IT operations (required)
- Assertiveness (required)
- Good understanding of the ITIL Framework and implementation thereof (Advantageous)

Application Deadline: 2024/03/30

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