Solution Application Operations Manager

2 weeks ago

Cape Town, South Africa Jenrec Full time

A leading Company in the FinTech industry, is seeking a dynamic and experienced Operations Support Manager to join their team. You will play a crucial role in implementing and supporting our operating requirements, ensuring alignment with service monitoring, availability, and health.

The Department requires a Operations Support Manager with the ability to not only support the successful delivery of the Department's deliverables but also a leader to foster a positive culture and value-driven work environment by taking responsibility of the following:

- Role Requirements_
- Drive integration activities across the Command Centre, supporting the next-generation Operation Model.
- Collaborate across functional teams to design, implement, and maintain critical procedures for Service Delivery, Major Incident, and IT Operations.
- Communicate effectively during incidents, driving escalations, investigations, and resolutions while ensuring timely and accurate outage updates.
- Focus on continuous development and daily management of service quality, increasing customer satisfaction, reducing meantime to restore service, and improving data quality.
- Utilize continuous improvement methodologies to enhance service delivery and productivity.
- Foster relationships with internal and external service providers, championing user satisfaction.
- Drive regular meetings with Business Units and Support Units on IT incidents and problems.
- Collaborate with the Management Team to promote talent upskilling and cultivate a positive culture aligned with our values.
- Manage day-to-day operations of the Command Centre teams, including staff development, training, KPA and KPI reviews, performance evaluations, shift rosters, and maintaining a positive and challenging workspace.
- Ideally qualified in ITIL Foundations with expertise in Event, Incident, Problem, and Change Management processes.

**Years of (relevant) Experience**:

- _5-10+ years of relevant managerial experience in IT Operations._

**Professional Expertise**:

- Demonstrated leadership and strategic vision in the designated domain.
- Proven track record working with Senior Managers and Executives, exhibiting composure, credibility, and technical acumen.
- Familiarity with Command Centre and major incident management functions.
- Strong skills in establishing and managing operational procedures.
- Analytical skills with the ability to coordinate relationships of various IT technologies for effective business service delivery.
- Detail-oriented, capable of driving change to promote order, control, and consistency in an Operations environment.
- Excellent written and oral communication proficiency in English.

**Skills and Behavioral Competencies**:

- Building a successful team.
- Coaching.
- Continuous improvement orientation.
- Information monitoring.
- Initiating action.
- Leadership.
- Teamwork/collaboration.
- Providing exceptional experiences to internal and external customers by understanding their needs and tying them to results.
- Demonstrating a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement.
- Advising and collaborating with others to develop strong, positive working relationships across all organizational levels.
- Offering creative, data-based solutions while focusing on forward progress and creativity.
- Fostering the highest level of commitment among the team through transparent communication.
- Creating an environment that encourages autonomy, decision-making, and goal attainment.
- Taking personal responsibility for making tough decisions and meeting commitments.

**Salary**: R65 000,00 - R85 000,00 per month

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