Job Description

Duties and responsibilities:

• Manage an IT team in South Africa
• Ensure control of the incidents / Service Requests are in line with SLAs
• Act as the principal contact for incidents / escalations / updates in Durban
• Define and Deliver process improvements aligned with best practice and business objectives
• Ensure team have resource available to support business operations
• Manage the relationship with our clients around incident management
• Build and maintain effective internal and external relationships always representing your function in a professional manner
• Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information
• Ensure all SLAs are defined met and escalated appropriately to 3rd line
• Provide the SD KPI Dashboard on a weekly basis for Durban
• Build strong effective working relationships with internal and external stakeholders
• Positively contribute to ongoing change programmes within the business, assessing and communicating the impact on your function
• Own and develop the procedure documentation for your function
• Problem solver and technical mindset
• Hands on experience of technical solutions to support all business requirements.

 Key skills:

• Self-starter with the ability to positively challenge the norm and influence the delivery management and support functions through personal gravitas and subject matter expertise
• Extensive stakeholder management experience to Director level and beyond
• Practical experience of defining and delivering process/continuous improvement
• Demonstrable experience of being a collaborative and supportive manager
• Experience of delivering Service Desk services to a contact centre operation or other high volume end user business
• Ability to create informative templates for effective communication
• The ability to work under pressure to tight deadlines in a fast-paced environment
• Analytical mindset with strong problem-solving skills
• Come from a technical foundation and be able to show understanding of technical solutions
• Experience of mergers & acquisitions, how to merger complex systems to one hosted solution
• Strong background on Azure AD, Microsoft technologies and business solutions
• In depth knowledge of server and client hardware