IT Manager

**Duties and responsibilities**:

- Manage an IT team in South Africa
- Ensure control of the incidents / Service Requests are in line with SLAs
- Act as the principal contact for incidents / escalations / updates in Durban
- Define and Deliver process improvements aligned with best practice and business objectives
- Ensure team have resource available to support business operations
- Manage the relationship with our clients around incident management
- Build and maintain effective internal and external relationships always representing your function in a professional manner
- Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information
- Ensure all SLAs are defined met and escalated appropriately to 3rd line
- Provide the SD KPI Dashboard on a weekly basis for Durban
- Build strong effective working relationships with internal and external stakeholders
- Positively contribute to ongoing change programmes within the business, assessing and communicating the impact on your function
- Own and develop the procedure documentation for your function
- Problem solver and technical mindset
- Hands on experience of technical solutions to support all business requirements.

**Key skills**:

- Extensive stakeholder management experience to Director level and beyond
- Practical experience of defining and delivering process/continuous improvement
- Demonstrable experience of being a collaborative and supportive manager
- Experience of delivering Service Desk services to a contact centre operation or other high volume end user business
- Ability to create informative templates for effective communication
- The ability to work under pressure to tight deadlines in a fast-paced environment
- Analytical mindset with strong problem-solving skills
- Come from a technical foundation and be able to show understanding of technical solutions
- Experience of mergers & acquisitions, how to merger complex systems to one hosted solution
- Strong background on Azure AD, Microsoft technologies and business solutions
- In depth knowledge of server and client hardware