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.