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Group IT Manager

3 weeks ago

Sandton, South Africa Broll Property Group Full time

**POSITION PURPOSE**

Responsible for managing and supervising IT operations.
**ESSENTIAL FUNCTIONS AND BASIC DUTIES**
- Assumes responsibility for maintaining service levels of IT service providers by:

- Monitoring and managing service levels within contracted SLA parameters
- Manages Root Cause Analysis (“RCA”), where applicable tickets have violated their prescribed SLA, ensuring the service provider complies with the necessary remedial action.
- Meeting regularly with IT service provider account managers to ensure alignment of strategy.
- Managing escalations from staff relating to IT service providers
- Assumes responsibility for the following operational tasks:

- Manage equipment ordering and procurement within the parameters of the business approval framework and the delegation of authorities (“DoA”) policy.
- Manage and co-ordinate IT related projects.
- Ensure efficient systems and processes are in place to manage and track all IT assets at all times.
- Ensure all company operating locations have adequate IT services.
- Ensure all new offices have the necessary IT services on time in-line with the defined procedures.
- Ensure all equipment is returned to Broll when offices are terminated.
- Ensure all software licences are accounted for and are adequate for the business.
- Monitor performance of information technology systems across the business to determine cost and productivity levels, and to make recommendations for improving the IT infrastructure.
- Liaise with users to ascertain if any IT problems are being experienced.
- Manage all complaints and escalations from staff relating to the IT environment
- Assumes responsibility of the following governance tasks:

- Policy development in conjunction with the Group IT Executive and Group Risk and Compliance Executive.
- Ensures all IT policies approved by the Group IT Executive are rolled-out to the business.
- Monitors staff compliance of IT policies
- Security & Resilience
- Ensure the IT environment (including data) is secure and best practice security policies are in implemented and effective.
- Ensure resilience of all company systems and data, meaning all systems and data are backed up and restore procedures tested.
- Manage and co-ordinate the annual business wide Disaster Recovery Procedure (“DRP”) testing.
- Risk & Incident Management
- In-line with all current company policies, manage & co-ordinate any incident response in accordance with the Group IT Executive and /or Group Executive for Risk and Compliance.
- Proactively identifies, mitigates, monitors, reports all possible current IT risks
- Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.
Tracks and resolves problems promptly and effectively. Ensures optimal service.
- Ensures that deadlines are met.
- Obtains and conveys information as needed. Logs all problems including cause and resolution information.
- Promotes goodwill and a positive image of the Company.
- Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.
Tracks and records resolutions of problems for future reference, training, and reporting.
- Cooperates in a team environment to promote strong customer assistance and learning.
- Works with different departments to assist in providing technical solutions as needed.
- Keeps management well informed of area activities and of any significant problems. Attends meetings as required.
- Maintains accurate and up-to-date reports.
- Assumes responsibility for related duties as required or assigned.
Ensures that work area is clean, secure, and well maintained.
- Performs miscellaneous projects as assigned.
- Updates technical skills as required.

**PERFORMANCE MEASUREMENTS**
- IT service levels are within agreed SLA parameters.
- Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
- Good working relations exist with users. Users’ concerns are promptly addressed and problems effectively resolved.
- Required reports and documentation are complete and current.
- Group IT Executive is appropriately informed of area activities and of any significant or recurring problems.
**QUALIFICATIONS**
- Education/Certification: Matric
- Advantageous: ITIL Certification, COBIT Certification, Other IT service management certification
**REQUIRED KNOWLEDGE**
- Understanding of PC hardware.
Financial background is advantageous.
**EXPERIENCE REQUIRED**
- Five or more years of related business or IT service management experience.
**SKILLS/ABILITIES**
- Able to work well independently.
- Good problem-solving skills.
- Solid oral and written communications abilities. Be able to communicate effectively at all levels.
- Ability to assist and train others.
- Able to work under pressure.
- Able to work after hours when necessary
- _
ABLE TO TRAVEL TO BROLL REGION