IT Operations Manager; External

Description

About the job IT Operations Manager (External Application Only).

To plan, organise, control, and coordinate the day‑to‑day Information Technology activities, ensuring that systems, services, and infrastructure work reliably and securely. To provide guidance and leadership to the IT functions and its technical personnel.

• NQF 7 with minimum 3-5 years relevant experience in similar position
• Practical and theoretical knowledge of IT systems, services and infrastructure
• General management knowledge and skills
• Proven technical experience in computer software and hardware, including servers and systems
• Proven leadership to effectively manage IT personnel and set department priorities
• Proven process enhancement to develop and implement policies and procedures for IT in order to assess and improve processes
• Strong written and verbal communication to effectively communicate with team members, management personnel, and end users
• Problem‑solving skills for addressing user issues with software, hardware, and servers

• Directing activities of IT technical personnel to support end users and assist with IT upgrades and directives
• Develop IT policies and procedures to ensure that the department operates effectively and reliably
• Develop guides for users and technicians (e.g., FAQ documents or employee handbooks)

• Ensure adherence to monitoring of servers, networks, computer and data integration services systems for irregularities and performance issues
• Ensure adherence to monitoring of back‑ups for IT systems

• Assess departmental needs and help desk inquiries to ensure personnel are assigned to resolve reported issues
• Assess and resolve help desk or service desk escalations and end user escalations, including 3rd parties
• Support IT activities while upgrading systems and servers and migrating data, including methods to streamline the upgrade process and monitor systems to ensure they remain stable and usable
• Approval of change requests and escalations
• Maintain data security

• IT third‑party management and oversight
• Ensure adherence to agreed third‑party service level agreements (SLAs)

• Capacity planning and performance enhancement of servers, networks, and computer systems
• Assess system data and error logs, along with user reports, to determine areas for improvement or repair

• Progress, performance, and operational reports
• Weekly services reporting
• Monthly services reviews
• Trend analysis
• Root cause analysis (RCA)
• Open call reviews
• Ad‑hoc management reports

• Directing others, taking charge
• Sets an example
• Clearly expresses expectations from others
• Paints the big picture, provides frameworks
• Enthuses employees about the chosen approach

• Being focused on achieving objectives and results, persevering in the face of adversity
• Makes concrete agreements with others about the results to be delivered; remains focused on results when other things interfere
• Makes an effort to achieve objectives
• Has a clear goal in mind
• Looks for a solution when achieving the objective becomes threatened
• Finishes the job in time

• Systematically organising activities and setting time frames, setting priorities
• Ensures that necessary means to perform the job are available on time
• Puts matters in an efficient order when planning
• Makes the plan understandable for everyone involved
• Makes, and maintains a realistic plan
• Sets priorities

• Maintaining an effective performance under pressure, or when faced with setbacks or disappointment
• Delivers good results under pressure
• Persists when faced with setbacks
• Continues to do the right thing under pressure, without making mistakes
• Maintains an even performance under pressure

• Researches a problem before drawing conclusions
• Recognises the causes of events
• Quickly gets to the root of a problem
• Draws logical conclusions

• Identifying opportunities to implement changes and improvements
• Invents new things in line with existing successes
• Proposes improvements regarding…