Infrastructure Operations Manager

Responsible for the Operational Management of the company’s data centre and network infrastructure, technology (including Operational Technology), IT Security, end-user computing (EUC) and Service Desk as a support function to the business. Responsible for all operational aspects including day-to-day management of the relevant Support Teams, IT suppliers, ITIL processes and practices and associated reporting. Guide and provide the delivery of IT Services in line with Business strategy to all customers with a key focus on enhancing and improving seamless end-to-end customer experience.

Manage all active and relevant IT Suppliers according to the services they deliver through the associated contracts. Responsible for Business user relationship management and adherence to agreed OLA’s.

Own, control, and manage all the processes for IT Operations on Hosted Infrastructure, Networks, Security, Service Desk and EUC environments.BSC Informatica / BCom Informatica or equivalent Tertiary Education

**REQUIRED MINIMUM EDUCATION/TRAINING**
- BSC Informatica / BCom Informatica or equivalent Tertiary Education
- Relevant IT Security Operations certification i.e., CISSM / CISSP
- ITIL certification
- Financial management certification is an added advantage
- Project Management certification and relevant experience is an added advantage

**MINIMUM WORK EXPERIENCE REQUIRED**
- Minimum 10 year’s working experience in a network, data centre, IT service management, IT service desk and cyber security IT environment
- Experience in operational technology will be an added advantage

**KEY PERFORMANCE AREAS**
- Implement continuous improvement aligned with strategic direction and actively participate in the assessment of IT-related strategies, roadmaps, and standards.
- Provide operational inputs into hosted infrastructure, network, IoT and cyber security strategies
- Assist with the formulation of the infrastructure technology, architecture, roadmap, and cyber security standards for the group
- Formulate strategies for IT Operations, EUC, ITIL and Service Desk as well as Standard Operating Procedures and align to the operational function to ensure optimal service delivery
- Ensure alignment to the horizontal IT strategic integration
- Plan, negotiate and implement optimal technology services, without compromising system integrity
- Provide 360-feedback on interactions with the business to align and prioritise IT operational aspects based on business strategy
- Oversee day-to-day IT operations for the following Teams:

- Infrastructure
- Technology
- IT Security
- Customer Experience
- Service Desk
- Service management
- Ensure systems availability at agreed service levels to deliver optimal IT Services according to the agreed OLA ‘s
- Ensure IT Operational alignment to external benchmarks, standards and business requirements for infrastructure, technology, EUC, IT security and Service Desk
- Actively participate in the execution of projects against Project management governance and methodology
- Facilitate technology-specific change management with all impacted stakeholders
- Provide input to monthly and quarterly progress reports against IT projects to the relevant project steering committees
- Create, consolidate, and manage IT operational and CAPEX budget in line with the agreed strategy and manage subsequent spending against the approved budget
- Demonstrate initiative and identify potential cost reductions across all areas in IT
- Manage and track cost reductions across all areas in IT Infrastructure and Security
- Provide monthly progress reports on budget spend vs variances to the General Manager: IT Operations
- Provide quarterly progress reports against infrastructure, technology, and IT security status and risks implementations as well as SLAs (Service Level Agreements) to the Group Audit Committee
- Oversee the management of vendors and contracts in alignment with the IT GRC office
- Ensure legal compliance with all relevant legislation
- Ensure all audit findings are implemented timeously and year-on-year improvements are recorded.
- Report any new risks in the operational environment to the appropriate forum

**TECHNICAL KNOWLEDGE/COMPETENCIES**
- Excellent knowledge of the data centre, network, IoT, cyber security, ITIL, EUC and Service Desk environment
- Excellent Crisis management and Problem-solving skills
- Service Delivery and Contract Management
- Customer Service Orientation
- Project Management skills
- Presentation skills
- Manage and maintain the relationship between Business IT Support and Business Infrastructure needs
- Excellent MS Office skills
- Excellent verbal and written communication skills
- Research and evaluation skills of infrastructure, technology, and Operations solutions
- Ability to build and maintain sustainable relationships with stakeholders
- Business and financial acumen
- Knowledge of different architecture and security frameworks

**BEHAVIOURAL COMPETENCIES**
- Result driv