Job Description

The Head of Enterprise Systems & IT Operations is accountable for the stability, availability, and performance of all enterprise IT systems and operational services across Sun International. This role oversees service desk, vendor management, hardware/network infrastructure, enterprise applications (ERP, HR, Finance, Hospitality, Gaming), and monitoring/alerting systems. The position ensures business continuity, operational readiness, and seamless IT service delivery in alignment with business objectives.
Service Delivery & Operations

• Oversee IT service management (ITSM), service desk operations, and incident/request fulfilment.
• Manage vendor relationships, contracts, and SLAs for IT services and enterprise applications.
• Ensure uptime, performance, and reliability of enterprise systems (ERP, HR, Finance, Hospitality, Gaming).

Infrastructure & Workplace Technology

• Lead network, hardware, and workplace technology strategy and lifecycle management.
• Establish and monitor SLAs, OLAs, and KPIs for IT operations and support teams.

Monitoring & Continuity

• Oversee NOC (Network Operations Centre) and SOC (Security Operations Centre) collaboration.
• Drive continuous improvement in IT service delivery, user experience, and operational efficiency.
• Lead business continuity planning, disaster recovery testing, and crisis management readiness.

Governance & Compliance

• Ensure compliance with IT policies, governance frameworks, and regulatory requirements.
• Manage IT budgets, capex/opex planning, and cost optimisation for operations.

Core behavioural and Technical / proficiency competencies:

• IT Service Management (ITIL)
• Enterprise Applications (ERP, HR, Finance)
• Network & Infrastructure Management
• SLA & Performance Monitoring
• Business Continuity & Disaster Recovery
• Operational Excellence
• Stakeholder & Vendor Management
• Problem-Solving & Decision-Making
• Collaboration & Communication
• Resilience & Crisis Management

• Bachelor's degree in Information Technology, Computer Science, Business Systems, or related field required.
• IT Service Management Framework (ITIL), IT Governance and Management framework (COBIT), or similar certification highly advantageous.
• 10+ years in IT operations, service delivery, or enterprise systems management.
• Proven leadership in managing large-scale IT operations, service desk, and vendor ecosystems.
• Experience with ERP, HRIS, financial systems, and gaming/hospitality platforms preferred.
• Strong background in ITIL processes, SLA management, and operational governance.
• Knowledge of network infrastructure, cloud operations, and cybersecurity collaboration.

Skills Required