Job Description

Overview
In the dynamic world of technology, the role of Head of IT Business Operations and Products emerges as a pivotal force driving the seamless integration of systems and operations. Imagine leading the platforms that serve as the heartbeat of a company's product and service delivery. This role not only demands a strong technical background but also thrives on the ability to engage deeply in discussions about architecture, operations, and delivery.
At its core, this position is about more than just maintaining the status quo; it's about steering the evolution of platforms through cloud adoption and the modernisation of legacy environments. It requires an eye for process optimisation, enabling operations that are scalable, simplified, and data-driven to enhance efficiency, client experience, and business performance.
To excel, you'll need to be collaborative and open-minded, ready to cross-skill and prioritise business delivery. Integrity and accountability are your guiding principles, as is the ability to plan and align work with organisational goals. You'll communicate with clarity, present ideas effectively, and adapt with resilience to challenges. If you are curious about IT trends and committed to continuous learning, this role is your opportunity to lead with courage, managing complexity and making impactful decisions. Step into this story, where your leadership can shape the future of IT business operations.
We are considering applications based in Cape Town and Johannesburg only. This is an onsite (hybrid) role.
Tasks include:
Operational Platform and Workflow Management

• Oversee the operations of core administration platforms (e.g., MIP, Fundamental), workflow engines) and supporting technologies
• Ensure system stability, performance, and availability, with robust production support and incident management
• Standardise and centralise workflows, ensuring effective configuration and governance across platforms

Cloud Readiness and Platform Modernisation

• Lead platform transformation and cloud readiness across operational systems, aligning to clients enterprise cloud strategy
• Drive migration of workloads to scalable cloud-based environments, ensuring performance, resilience, and cost-effectiveness
• Modernise legacy infrastructure and ensure operational processes are optimised for cloud-native delivery

Process Optimisation and Automation

• Lead end-to-end process improvement initiatives across operational areas, embedding continuous improvement practices (e.g., Lean, Kaizen)
• Identify and implement automation and intelligent workflow opportunities using tools like UIPath and Automation Anywhere
• Drive capability development and succession planning, focusing on T-shaped skills and strategic acumen

Strategic Execution and Transformation

• Execute the multi-year roadmap for business operations and product platforms, including platform consolidation, automation scaling, and operational innovation
• Align the strategic objectives around digital transformation, client-centricity, and scalable growth.
• Embed agile delivery models and DevOps practices to improve execution speed and reliability

Governance, Risk and Compliance

• Implement and maintain IT and operational governance frameworks (e.g., ITIL, COBIT, SAFe)
• Oversee incident management, risk mitigation, and compliance across operations, ensuring regulatory alignment and audit readiness
• Maintain continuity and disaster recovery capabilities across platforms

Leadership and People Development

• Build and lead a high-performing multidisciplinary team, including platform owners, engineers, business analysts, and automation specialists
• Promote a strong culture of collaboration, accountability, psychological safety, and personal growth
• Drive capability development and succession planning, focusing on T-shaped skills and strategic acumen

Stakeholder and Vendor Management

• Partner with business leaders to ensure operational platforms and processes support product and client needs
• Manage vendor relationships and service-level performance to deliver consistent value, innovation, and alignment to cloud and automation strategies
• Facilitate integrated planning across BAU, projects, and platform enhancements
• Act as a trusted advisor to senior leadership, providing strategic guidance and insights based on data analysis

Technology Evaluation and Innovation

• Stay up-to-date with emerging trends, technologies, and methodologies
• Evaluate and recommend new tools, platforms, and solutions to enhance performance, availability and drive innovation
• Drive the adoption of advanced analytics techniques, such as machine learning and predictive modelling, to gain a competitive advantage
• Identify and implement technology improvements and automation opportunities
• Collaborate with business units to support digital transformation initiatives

Financial & Vendor Management

• Develop and manage the IT operations budget
• Negotiate and manage vendor contracts and relationships
• Identify cost-saving opportunities and drive operational efficiency

Requirements:

• Matric
• Bachelor's degree in Information Systems, Computer Science, Industrial Engineering, or related discipline
• ITIL 4 Foundation - IT service management
• COBIT 2019 Foundation - IT governance
• Azure or AWS Solutions Architect - Cloud expertise
• SAFe Agilist or SAFe DevOps Practitioner for Agile and DevOps delivery
• Lean Six Sigma Green/Black Belt - For process improvement and optimisation
• Certified ScrumMaster (CSM) or PMI-ACP - for agile project execution
• TOGAF Certified - for platform and architecture modernisation
• 10+ years in IT operations or platform ownership, with deep expertise in managing and optimising core administration systems and workflow applications across complex operational environments
• 10+ years in analytics and business intelligence, with a track record of delivering data-driven outcomes that support business goals
• 5+ years in senior leadership, with proven ability to lead high-performing, cross-functional teams and drive a performance culture
• 3-5 years hands-on experience in cloud environments (Azure, AWS, or hybrid), including workload migration and optimisation
• 3-5 years working within Agile, SAFe, and Scrum methodologies, promoting iterative, collaborative delivery
• Strong experience in process optimisation, operational transformation, and automation at scale (e.g., UiPath, Automation Anywhere)
• Solid understanding of IT and platform architecture, including integration, scalability, and legacy modernisation
• Postgraduate qualification in IT management, digital transformation, or MBA (advantageous)
• UiPath / Automation Anywhere Developer - advantageous

Knowledge and Skills

• Deep understanding of business operations within financial services or insurance
• Large group facilitation and coordinating the bigger picture
• Effective written and verbal communication skills are needed, as well as experience in communicating, persuading, and influencing partners
• Change leadership, continuous improvement and process management
• Exceptional analytical, conceptual, problem-solving and process engineering skills
• Technical background and willingness to work agnostically
• Excellent stakeholder management skills
• Strong decision-making capability
• Ability to align with Company/Business strategy
• Strategic planning and systems thinking
• Core system operations and platform stability (e.g., MIP, Fundamental)
• Workflow design and management (e.g. BPM tools)
• Automation tools and frameworks (UIPath, Automation Anywhere, Druid AI)
• DevOps practices, CI/CD pipelines, and automated testing frameworks
• Cloud platforms (Azure/AWS), infrastructure services, and migration strategies
• Data operations and integration awareness (ETL, Datalake/DWH frameworks)
• Incident and change management (ITIL, COBIT)
• Agile methodologies (Scrum, SAFe)

Skills Required