Shaze - Senior Manager - IT Infrastructure

As Head of IT Infrastructure, you will lead all IT operations components to ensure our IT systems are relevant, reliable, available, scalable and secure. The ideal candidate will have a high degree of business insight with an ability to apply technical solutions to drive a competitive advantage. You will have knowledge of industry best practices in terms of Operations and Infrastructure. You will be responsible for developing and maintaining internal and external partnerships and driving team development.

Infrastructure:

- Data Centre/Cloud services. Network services. Innovation.

- Collaborate extensively with the Business Community to capture their expectations and build a roadmap to increase their satisfaction through continuous improvement.

- Work closely with senior management across departments to identify, develop, implement and support value-add technology solutions for the organization

- Drive the roadmap to streamline, standardize, and strengthen performance, reliability, robustness and scalability across the company.

- Build relationships across multiple teams within the department.

- Manage vendors and third-party relationships, including service levels, risk assessments, and compliance requirements.

- Manage the organization's disaster recovery program to ensure data integrity and technology functionality always remains intact.

- Maintain a stable and highly available technical infrastructure, while developing and establishing key metrics for performance and availability. Implementation of long-term strategic and short-term tactical plans that will enable business success within the function.

- Implements formalised governance and business rules/processes based on collaboration with the Enterprise Architecture teams.

- Establish appropriate levels of governance with respect to the operational performance metrics.

- This will include the development and management of KPIs and SLA metrics, supported by regularly scheduled reporting of performance for the following areas:

- IT Service Desk

- Infrastructure Services and Network Availability/Performance

- Application Services.

- Leads and provides direction to the Operational Teams. Selects, trains, develops, and motivates staff to meet or exceed performance expectations.

- Participates in budget development and monitoring in support of business initiatives. Interviews, hires, evaluates, manages, and develops staff to ensure accountability for achievement of departmental goals and objectives.

- Collaborates on deployment of ITSM functions by instituting and demonstrating industry best practices for release, change, configuration, and implementation, and incident/problem management.

- Leads through inspiration and innovation, turning ideas into reality, replicating the success throughout the team.

- Work closely with the PMO to ensure in flight projects and initiatives are clearly understood and a fluid framework exists for the transition of completed projects into Service Delivery.

Requirements:

What you'll need to succeed:

- Bachelor's degree in computer science or a related field, or an equivalent combination of education and experience

- Experience of a challenging entrepreneurial environment

- Minimum of ten (10) years IT experience

- Minimum of five years IT management experience

- The ability to cope with rapid change, in an organized way

- Highly-organized, self-motivated; leadership style of continuous improvement

- Strong leadership presence with high-motivation to meet personal, team and corporate goals

- The ability to manage many competing priorities.

- Strong communication skills at all levels of the organization / Demonstrated ability to provide excellent customer service

- The ability to manage expectations of senior leaders, report progress and describe initiatives succinctly and clearly.

- Determine the profile of risks in the estate and devise a strategy to mitigate.

- Experience of a broad range of technologies.

- The ability to develop & mentor members of the team.

- Problem & incident management expertise.

- Able to coordinate the activities of a diverse group of engineers, driving discovery, troubleshooting and resolution steps.

- Experience with people management (coaching, performance evaluation, career planning, project prioritization, escalation support during incidents, etc.)

- Detail oriented, process driven, innovative mindset and a deeply ingrained sense of ownership for the services delivered