Role Purpose To lead the IT Operations team in maintaining and optimizing systems, including CRM and marketing tools, network management systems, GIS tools and platforms, ticketing platforms, order fulfilment platforms, payroll, and ERP systems. Ensure these systems meet business objectives, are up-to-date, and uphold data integrity. Implement and manage access control and role management and conduct regular audits to ensure compliance with business objectives. Provide robust support to the business by executing routine administrative functions according to departmental SOPs and support processes. Effectively manage vendor relationships for all utilized platforms. Report on team performance and conduct continuous performance assessments. Focus on implementing effective change management processes and managing small IT projects to improve operational efficiency and meet business goals.
Duties and Responsibilities 100% of projects completed on time and within budget. Effective resource management (time, tangible or material) to reduce cost/financial impact in delivering output in the role. Ensure that systems operate at peak efficiency and high-quality products/services are delivered by the IT operations team/s. 100% of new systems onboarding requirements met within project timelines. Effective management of business expectations, vendor outcomes, and stakeholder communication regarding delivery timelines. Ensure that tasks are completed within SLA or designated timeframes. Conflict incidents resolved promptly with documented outcomes. Ensure that recruitment requests submitted to HR within 72 hours of need. Ensure that performance reviews are fair and unbiased. Clear and regular communication of project status to stakeholders. Operations Management Timely delivery of solutions for performance improvements, ensuring high availability and capacity management. Administrative requests and systems support fulfilled within SLAs. Change Management 100% adherence to change management processes. Successful implementation of changes with minimal disruption. Manage risk assessment and mitigation strategies for IT changes. Conduct impact analysis for proposed changes. Project Management Effective management of project risks and issues. Manage small systems projects from initiation to completion. Develop detailed project plans, schedules, and resource allocation. Systems Security Immediate action taken on security breaches. Corrective actions completed within SLA based on incident severity. Ensure robust security measures for all systems. Systems Maintenance Quarterly audits conducted and actioned within 48 hours. Immediate corrective measures for data integrity issues. Systems maintained at 99.9% availability. Prompt communication of potential system failures. Documentations and Reporting Documentation regularly updated with version control. Ensure 100% availability of documentation to relevant parties. Ensure that reports are accurate and timely. Provide regular and ad-hoc reports on team and system performance. Thorough documentation and communication of changes to all stakeholders. On-boarding and empowerment of new team members. Ensure that training requests addressed within 48 hours. Training delivered or facilitated within SLA. Internal team training/empowerment requests are actioned within 48 hours. Provide support to the team with ongoing mentoring, training, and empowerment. Qualifications National Senior Certificate (essential). Bachelor's Degree Information Technology/Systems (essential). IT Systems and Project Management as a Supervisor/Team Lead for at least 3 years. Telecom industry experience as a Supervisor/Team Lead for at least 3 years. Competencies Driver's License Code B- Motor Vehicle (with trailer) (essential). Knowledge and Experience: Microsoft Office. Database technologies. Telephone management systems. CRM systems and other operational and business support systems. Management/Team Leading/Supervisory experience. Leadership Competencies Provides Corporate Governance. Maintains Self-Awareness. Ensures Operational Delivery in Functional Area. Leads Others. Drives Communication. Ensures Engagement and Retention. Assumes Accountability. Functional/Technical Competencies General Systems: Good understanding of SaaS platforms (CRM, Ticketing, etc.). Microsoft Suite: Good understanding and proficiency in Microsoft Suite. Data Management: Ability to extract, understand, and manipulate data sets to achieve effective business insights. Analytical: Systematically examines and evaluates data or information by breaking it into its component parts to uncover their inter-relationships. Planning and Organising: Effective planning and actioning of assigned tasks/projects with requisite time management skills. Personal/Behavioral Competencies Solution Driven: Identifies and analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards. Attentive to Detail: Gives thorough care and consideration to all parts and aspects of tasks. Considers granular details and associated dependencies. Performance Driven: Puts in considerable effort to meet or exceed business expectations both in terms of delivery and quality. Able to act without being prompted. Demonstrates a sense of urgency and is self-motivated. Has a need for achievement. Interpersonal Skills: Has a set of abilities allowing positive interaction and effective working relationships both internally and with third parties. Constructively handles disputes and people issues. Has skills in the areas of relationship building, effective communication and collaboration. Communication Skills: Excellent verbal and written communication abilities to ensure clear and concise communication to internal and external parties. Team Player: Able to work as part of a team to achieve work goals and targets. Behavioral relationships between members of a group who are assigned connected tasks within a company are harmonious and have a positive effect on productivity. Working Conditions Strictly night shift work from 17:00pm - 2:00am South African time and 8am – 5pm GMT-7 Arizona USA time. Fully remote. Reliable home internet and power supply is a must-have.
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