Group IT Manager

POSITION PURPOSE

Responsible for managing and supervising IT operations.


ESSENTIAL FUNCTIONS AND BASIC DUTIES

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

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

3. Assumes responsibility of the following governance tasks:
a. Policy development in conjunction with the Group IT Executive and Group Risk and Compliance Executive.
b. Ensures all IT policies approved by the Group IT Excutive are rolled-out to the business
c. Monitors staff compliance of IT policies

4. Security & Resilience
a. Ensure the IT environment (including data) is secure and best practice security policies are in implemented and effective.
b. Ensure resilience of all company systems and data, meaning all systems and data are backed up and restore procedures tested.
c. Manage and co-ordinate the annual business wide Disaster Recovery Procedure (“DRP”) testing.

5. Risk & Incident Management
a. In-line with all current company policies, manage & co-ordinate any incident response in accordnace with the Group IT Executive and /or Group Executive for Risk and Compliance.
b. Proactively identifies, mitigates, monitors, reports all possible current IT risks

6. Assumes responsibility for establishing and maintaining professional working relationships with clients, vendors, and outside contacts.
a. Tracks and resolves problems promptly and effectively. Ensures optimal service.
b. Ensures that deadlines are met.
c. Obtains and conveys information as needed. Logs all problems including cause and resolution information.
d. Promotes goodwill and a positive image of the Company.

7. Assumes responsibility for establishing and maintaining effective working relationships with area staff, other departments, and with management.
a. Tracks and records resolutions of problems for future reference, training, and reporting.
b. Cooperates in a team environment to promote strong customer assistance and learning.
c. Works with different departments to assist in providing technical solutions as needed.
d. Keeps management well informed of area activities and of any significant problems. Attends meetings as required.
e. Maintains accurate and up-to-date reports.

8. Assumes responsibility for related duties as required or assigned.
a. Ensures that work area is clean, secure, and well maintained.
b. Performs miscellaneous projects as assigned.
c. Updates technical skills as required.


PERFORMANCE MEASUREMENTS
a. IT service levels are within agreed SLA parameters.
b. Assigned tasks and functions are completed in accordance with established standards, policies, and procedures.
c. Good working relations exist with users. Users’ concerns are promptly addressed and problems effectively resolved.
d. Required reports and documentation are complete and current.
e. Group IT Executive is appropriately informed of area activities and of any significant or recurring problems.


EDUCATION/CERTIFICATION:
Matric
Advantageous:
ITIL Certification
COBIT Certification
Other IT service management certification

REQUIRED KNOWLEDGE:
Understanding of PC hardware.
Knowledge of program applications.
Financial background is advantageous.

EXPERIENCE REQUIRED:
Five or more years of related business or IT service management experience.

SKILLS/ABILITIES:
a. Able to work well independently.
b. Good problem-solving skills.
c. Solid oral and written communications abilities. Be able to communicate effectively at all levels
d. Ability to assist and train others.
e. Able to work under pressure
f. Able to work after hours when necessary

ABLE TO TRAVEL TO BROLL REGIONS NATIONALLY AND INTERNATIONALLY