IT Operations Lead – Marketing Technology

Deliver IT operational services to business units, ensuring alignment with strategic objectives.

Collaborate across the IT value chain to meet SLAs and performance targets.

Identify service improvement opportunities by analyzing trends and potential issues across operational teams.

Communicate critical system impacts promptly to stakeholders and business units.

Report on service metrics and review SLAs with vendors to ensure data-driven improvements.

Reduce business and IT risk by proactively addressing known issues and risks.

Optimize IT estate to deliver value and reduce total cost of ownership (TCO).

Lead and manage key strategic projects within the portfolio from initiation to delivery, ensuring alignment with business objectives.

Apply structured project management methodologies to plan, execute, and monitor projects.

Drive change management initiatives to ensure smooth adoption of new technologies and processes.

Engage stakeholders to define project scope, objectives, and success criteria.

Manage project risks, timelines, and budgets effectively.

Identify contract requirements and draft specifications for existing and new contracts.

Manage a portfolio of contracts, negotiate SLAs, and oversee major contract activities.

Collect and document business requirements using interviews, workshops, and workflow analysis.

Evaluate platforms and solutions against documented requirements to ensure business needs are met.

Research data from product/service performance and market trends to identify improvement opportunities.

Provide specialist advice on policies, procedures, and issue resolution.

Maintain high-quality technical and user documentation and ensure robust backup processes.

Build personal capability through training, coaching, and professional accreditation.

Stay updated on technology trends, regulations, and best practices.

Matric plus relevant degree/diploma.

5+ years’ experience in IT operations and project management within a financial services environment.

Strong knowledge of ITSM (Information Technology Service Management).

Proven experience in stakeholder management up to executive level.

Demonstrated ability in change management and driving technology-enabled business transformation.

Self-starter with excellent organizational, planning, and prioritization skills.

Strong accountability and commitment to delivering high-quality outcomes.

Exceptional communication skills (written and verbal).

Customer-centric mindset with ability to lead through influence.

Ability to drive innovation and continuous improvement.

Experience in client relationship management and engagement at senior levels.

Resilient under pressure and able to meet tight deadlines.