Job Description

Department: IT Infrastructure and Support
Reports To: Chief Operations Officer
Employment Status: Permanent
Location: Bedfordview (With possibility of hybrid)
Company Overview:
An established player in the South African long term insurance market with over 25 years of experience in non-traditional sectors. We sell and administer a full range of funeral insurance products in the trade union environment and have a very close working relationship with NEHAWU. We are focused on client centricity and solving needs for South Africans with innovation, unique & creative solutions, and products.
Role Description:
This role will require the candidate to manage three teams, housed under the Infrastructure department: IT Infrastructure; Support; and Facilities. The IT Infrastructure team is responsible for ensuring:
- Servers, networks, and the company's general IT infrastructure are available robust, maintained and are able to handle any issues that impact up-time.
- The company is operating at best practice, as well as compliant with any necessary regulations with respect to security, data storage, and privacy.
- The company has robust, tested business continuity planning. The Support team is responsible for ensuring:
- Staff technical queries are handled within SLA.
- All systems have the required software installed and maintained.
- The Asset register for all IT assets is maintained.
- The company's active directory is maintained, accurate and up to date.
The Facilities team is responsible for:
- General maintenance and upkeep of the building, including the physical infrastructure, utilities and security systems.
- Logging, tracking and ensuring the resolution of any faults with the building or its components.
- Cleaning and maintenance of the building and its grounds.
- The operations of the company canteen.
- The Asset register for all building assets is maintained.
Key Responsibilities:
- The IT Ops manager will ultimately be responsible for driving the success of these teams, managing the individuals therein and creating a robust foundation for the department to succeed within.
- In addition, the IT Ops manager will need to create processes and intra-team efficiencies that ensure the teams are performing optimally and driving towards the business's strategic goals.
- This is a senior management position, which broadly requires the candidate to be responsible for overseeing the daily operations of the teams; management and adherence to service levels; mentorship and ensuring team members are continually upskilled; as well as the creation and implementation of projects to improve efficiency, reduce cost, and improve revenue collection within the team and the business overall.
- Managing these teams will not require expertise per se in each team, but at the least, a foundational knowledge, experience around, and understanding of, key principles in each.
Qualifications, Skills, and Experience:

• Bachelor's degree in Information Technology, Computer Science, Facilities Management, or a related field
• Minimum of 5 years of experience in a similar IT operations or facilities management leadership role.
• Proven experience and success in the management of multiple teams in the Infrastructure space.
• Expertise in developing IT policies, managing technical and facilities teams.
• Specific experience or expertise in the following would be advantageous:

o Cyber security.
o IT Infrastructure management
o General building/facility management
o Experience with IT service management tools, monitoring systems, and facility management software is highly desirable
o Maintenance of solar power, batter back up and generators.

• Technical knowledge of IT infrastructure, security, maintenance and building management.

Success Criteria:
Each team successfully manages to achieve targets for their designated areas of responsibility. for each team are achieved. Though, of specific importance are:

• Company servers, networks, general infrastructure (including the building) remain well maintained and available. Proactive, preventative steps are taken to ensure faults, issues or vulnerabilities are identified ahead of time, and any down time is handled swiftly and efficiently.
• The company maintains a robust and well-tested business continuity framework.
• The company takes an active approach to ensure security and integrity of company systems and complies with industry and regulatory standards.
• Technical tickets are handled professionally, and within TAT.
• The building is kept clean and well maintained.
• Teams within the Infrastructure team collaborate to ensure a well-functioning, efficient Infrastructure department.
• Policies and processes are created, documented and maintained to ensure good governance.
• Individuals in the teams are well managed, according to objective KPI criteria, as well as upskilled and trained to ensure effective performance of the above criteria.

Remuneration & Benefits:

• Performance-based annual bonus.
• Subsidised Life and Disability Cover.
• Funeral Cover

Skills Required