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Head of Technical Operations

1 month ago

Cape Town, Western Cape, South Africa Lula Full time
About Lula

Lula is a FinTech company that empowers small businesses to optimize their cash flow. Our mission is to help SMEs manage their businesses better, faster, and more simply, so they can focus on what they love.

Our Values
  • Collaborative - We work together as a team, always towards a common goal.
  • Committed - We're accountable and follow through no matter the challenge.
  • Curious - We look for better ways to do things and make a positive difference.
  • Connected - We stay close to, learn from, and look to understand each other and our customers.
  • Compassionate - We go out of our way to care about our colleagues, our customers, and our community.
Job Summary

The Head of Technical Operations will play a key role in defining and shaping the Technology vision and strategy at Lula. You will be responsible for leading the technical operations team and building out the infrastructure, SRE, security, support, and helpdesk competencies in alignment with Lula's technology strategy.

Key Responsibilities
  • Articulate and deliver a Technical Operations strategy that considers the factors of people, process, and technology aligned to our technology and business strategies.
  • Contribute as a key member of the Technology Management team, collaborating with all members to ensure that we deliver a world-class experience to our customers.
  • Oversee the performance, stability, continuity, security, and compliance of our production infrastructure and services.
  • Partner with business stakeholders to understand their support and service needs.
  • Manage key third-party suppliers, ensuring they are performing and delivering to SLOs and SLAs.
  • Collaborate with Product and Engineering to deliver against all agreed roadmaps.
  • Build, lead, and mentor a high-performing Technical Operations team.
  • Direct line management of managers across the infrastructure, SRE, security, support, and helpdesk teams.
  • Manage budgets and operational expenditure effectively.
  • Research and implement new technologies that improve our service, support, and infrastructure, giving us a competitive edge.
Requirements
  • Excellent leadership ability, inspiring your team and our business to achieve company goals.
  • Exceptional technical skills, coupled with a commercial outlook.
  • Ability to think strategically and make decisions pragmatically.
  • Ability to manage multiple complex platforms and services under pressure.
  • Ability to adapt to changing circumstances and priorities.
  • Excellent planning and organization skills.
  • Excellent communication, facilitation, presentation, and negotiation skills.
  • Excellent negotiation skills to support the management of vendor and service provider agreements.
  • Strong stakeholder management skills, with the ability to manage expectations, risks, and issues in a proactive manner.
  • Strong collaboration skills and a passion for working with people.
  • Strong understanding of financial principles and experience managing Technical Operations budgets with an eye on expenditure.
  • Strong analytical and problem-solving skills.
  • Deadline-driven, knowing what success looks like and how to measure it.
  • Positive, high energy, and committed to living, demonstrating, and getting excited about the Lula values.
Experience
  • BSc Degree in Computer Science, BTech, BEng, or equivalent.
  • Honours and/or Master's degree an added advantage.
  • Minimum of 8-10 years of experience in IT operations, infrastructure management, or a related field, with at least 5 years in a leadership or management role.
  • In-depth knowledge of IT infrastructure, including networks, servers, storage, virtualization, and cloud technologies (AWS, Azure, etc.).
  • In-depth experience configuring and supporting high-volume and high-availability cloud environments.
  • Strong understanding of cybersecurity principles, practices, and technologies. Experience in implementing security measures and ensuring compliance. Understanding of relevant frameworks, e.g., ISO or NIST, and PCI-DSS.
  • Proficiency in ITIL-based service management practices and tools. Experience in implementing service delivery and support processes.
  • Relevant certifications, such as ITIL, CISSP, CISM, or similar, are highly desirable.
  • Experience working closely with a product team and within an agile environment.
  • Financial services and banking experience advantageous.