Manager, Technical Support

6 months ago

Centurion, South Africa Exxaro Recruitment Full time

**Job Advert Summary**:
**PURPOSE**:

- To Manage and maintain the Enterprise Integration landscape to ensure stability of the Enterprise Resource Planning.

**MAJOR CHALLENGES**:

- Manage different components, systems, or processes within an organization to ensure effective integrated to achieve seamless operations and optimal performance.
- Manage, facilitate, and resolve operations issues within agreed Service Level Agreements and Customer Competence Centre Operations.
- Ensure realisation of business value from Information Management implemented solutions.
- Manage Change enhancements in functional domains. Manage third parties aligned to agreed SLA. Lifecycle planning and execution on systems versions. Audit liaison on systems related findings on the ERP scope.

**Minimum Requirements**:
**QUALIFICATIONS**:

- BSc (Hons) Information Systems Techn (Essential/Minimum)
- Certificate ITIL Foundation (Essential/Minimum)
- Management Development Programme (Essential/Minimum)

**EXPERIENCE**:
8-10 years Relevant experience in managing Systems Integration support (Essential/Minimum) Management

**REQUIREMENTS**:

- Psychometric Assessment (Essential/Minimum)
- Certificate of Fitness (Essential/Minimum)
- Member of Professional Body (Recommended/Desirable)

**Duties & Responsibilities**:
**Best Practice and Knowledge Management**
- Identify and implement Continuous Improvement (CI) initiatives to improve systems and processes
- Pursue exchange and preservation of information between operations and individuals to facilitate effective knowledge management according to organisational objectives
- Comply with Software Development Life Cycle (SDLC)
- Ensure that Intellectual Property (IP) is owned and controlled by the company
- Comply with Business Continuity Management Policy
- Implement process and system enhancements to improve operations in IM function

**Business Performance and Operations**
- Establish and manage standardised and best practice configuration, change management and support processes
- Responsible for analysing request fulfilments, developing access and authorisation processes
- Risk management
- Negotiate and manage supplier contracts and license management
- Accountable for exploitation and value extraction of systems to ensure Return on Investment (ROI)

**Compliance, Governance and Assurance**
- Interpret legislative and corporate governance requirements to manage risk and consequences of non-compliance and communicate impact of legal developments on business strategy
- Ensure all information and reporting has integrity and is in strict compliance with proper accounting principles and law
- Recognise understand and take action to mitigate and manage risks that can impact on implementation of business strategy
- Conduct assurance reviews on complex integrated systems
- Provide input into Information Management (IM) strategy

**Effective People Management**
- Provide leadership and direction in development and motivation of staff
- Ensure Talent Management supports achievement of employment equity and diversity targets
- Establish and maintain customer focused culture within IM Services department
- Promote teamwork, provide support, and manage performance
- Human Capital management to ensure certified competence

**Financial Management**
- Prepare and control Operations annual budget aligned to cost target
- Manage Operations’ Operational Expenditure (Opex) forecast and monitor expenditure
- Effectively manage resources
- Focus on improvements for potential cost reduction

**Functional Excellence**
- Adhere to functional policies, standards, guidelines, procedures, end
- to-end processes, tools, templates etc.
- Assist in standardising, simplifying and speeding-up functional processes, eliminating duplication/bureaucracy

**Safe and Healthy Work Environment**
- Maintain and ensure a healthy environment, safe operations, and practices, ensuring compliance with all applicable Safety Health and Environmental (SHE) policies and procedures in line with set standards
- Encourage a culture that focuses on safety in all operations

**Service Management**
- Responsible for services level compliance management and planning Information and Communications Technology (ICT) service capacity
- Responsible for developing and maintaining services catalogues and measurements as well as charge back models for SAP support environment
- Responsible for planning services continuity integration and availability and developing service proposals.
- Develop and build strategic internal and external partnerships
- Develop opportunities for business value or service enhancement

**Behavioural Alignment**

Demonstrates the following:

- Creativity, collaboration, sociable and awareness to the ecosystem
- Stewardship, accountability, ability to develop trust, safety conscious and ethical
- Ability to respond quickly to business needs/agility, flexibility, continuous learning, innovation and proven ability to experiment

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