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Head of Information and Technology: Technology and Operations

2 months ago

Bloemfontein, Orange Free State, South Africa Fourier Recruitment Full time

About the Role:

The Head of Information and Technology: Technology and Operations is a leadership position responsible for delivering Information and Technology (I&T) Operational services to the business. This role involves overseeing the transformation of the I&T Operations & Technology department, with a focus on DevOps Infrastructure, role-based configuration management, and full I&T automation to minimize customer downtime.

Key Responsibilities:

  1. Service Delivery: Manage Tier 1 Service Desk, Tier II Support, Desktop Engineering, Server estate (physical and virtual), IT Asset Management (ITAM), Physical and logical network, I&T asset procurement, asset management, and a Cyber Security portfolio.
  2. Operational Requirements: Interface with company leadership, directors, vendors, and staff to define operational requirements, develop related strategies, policies, and procedures, and provide advisory consulting for the protection of information system assets.
  3. Team Supervision: Supervise a team of I&T infrastructure professionals.
  4. Team Development: Develop and coach team members in the areas of technical aptitude, customer service, and communication to enhance the quality of support delivered.
  5. Performance Measurement: Design and facilitate a performance measurement framework.
  6. Incident Management: Continuous evaluation and enhancement of the Incident Management process in line with ITIL best practice.
  7. Support and Guidance: Assist with monitoring, mentoring, coaching, and assisting team members to deliver quality support.
  8. Project Planning: Plan, coordinate, and set priorities for technical support and system administration.
  9. Incident Classification: Manage incident classification, prioritization, and escalation processes.
  10. Cost Estimation: Prepare operational cost estimates for current and proposed projects.
  11. Vendor Management: Manage strategic vendors, contractors, and consultant relationships.
  12. Cyber Security: Establish and manage Cyber Security function.

Requirements:

  1. Education: Applicable Bachelor's degree in Information and Technology or related field preferred.
  2. Leadership Development: Leadership development, Project Management Professional (PMP), ITIL, Cobit, and TOGAF would be an advantage.
  3. Experience: 10+ years of experience in an I&T leadership position leading complex technical projects in an enterprise environment.
  4. Communication Skills: Exceptional communication skills both verbal and written.
  5. Technical Skills: Excellent technical skills on the latest technology platforms.
  6. Work Ethic: Strong work ethic with a fierce dedication to exceeding expectations.
  7. Organizational Skills: Impeccable organizational skills with the ability to multitask and deliver results under pressure.
  8. Problem-Solving Skills: Ability to engage in detailed technical discussions with strong analytic reasoning and problem-solving skills.
  9. ITSM Knowledge: Experience with ITSM ITIL & Cobit principles and how to apply them in real-world environments.
  10. Time Management: Strong time management and troubleshooting skills.
  11. Availability: Able to work outside of standard hours, including weekends.
  12. Public Speaking: Confident speaking in front of an audience with the ability to interact and connect with Executives, Senior Business Management, Board members, engineers, and technical contacts.
  13. Knowledge Expansion: Strong personal desire to improve and expand industry-related knowledge.
  14. Customer Service: Proven expertise in designing and implementing a successful customer service strategy in a dynamic environment.
  15. Problem Identification: Ability to identify, analyze, and solve varied unrelated problems.