Job Purpose

The IT Operations Manager is responsible for the stability, security, and efficiency of the organisation’s IT infrastructure and service delivery. The role ensures that all systems, networks, cloud platforms, and support services operate reliably, securely, and in alignment with business objectives. This role combines technical oversight, operational governance, service management, vendor control, and team leadership.

Key Responsibilities

IT Infrastructure & Systems Management

• Oversee on-premises and cloud infrastructure (servers, storage, virtualisation, networking).
• Manage Microsoft 365, Azure/Entra, Active Directory, backup and disaster recovery solutions.
• Ensure system uptime and availability meet agreed SLAs.
• Maintain IT asset lifecycle management.
• Implement capacity planning and performance monitoring.

Service Delivery & IT Service Management

• Own IT service management processes (Incident, Problem, Change, Release).
• Ensure effective helpdesk and end-user support performance.
• Develop and monitor KPIs and SLAs.
• Drive continuous service improvement initiatives.
• Manage service documentation and knowledge base.

Cybersecurity & Risk

• Ensure security best practices are implemented and maintained.
• Oversee endpoint protection, firewall, identity security, and access control.
• Lead vulnerability management and patching strategy.
• Maintain disaster recovery and business continuity readiness.
• Ensure compliance with governance and data protection standards.

Vendor & Contract Management

• Manage third-party service providers and outsourced partners.
• Negotiate contracts and monitor performance against SLAs.
• Control licensing compliance and renewals.
• Ensure cost optimisation across infrastructure and services.

Team Leadership

• Lead and develop IT support and infrastructure staff.
• Set clear performance objectives and accountability standards.
• Develop skills roadmap and training plans.
• Foster a customer-focused service culture.

Financial & Strategic Oversight

• Manage IT operational budget (Infrastructure)
• Forecast infrastructure, licensing and Maintenance related costs.
• Align IT operations with organisational strategy.
• Provide operational reporting to executive management.

BEHAVIOURAL COMPETENCIES

1. Customer Service
   • Develop and maintain a strong customer service culture within the team.
   • This includes all aspects of behaviour towards IT’s customers, including quick responses to requests, setting expectations and ensuring a strong work ethic to deliver services and solutions as quickly as possible.

2. Leadership
   • Demonstrate ethical morals and lead by example.
   • Ensure people are involved, included and have a sense of ownership.
   • Encourage employees to work towards a common goal, grow and achieve.
   • Set the example of diligent, conscientious, high-quality work.
   • Be conscientious, be reliable, be available, and be at work on time, respecting the company’s working rules and times.
   • Meet the commitments you make to people.

3. Business Acumen
   • Keep in touch with business executives and their priorities. Engage with the business.
   • Provide thoughtful input and innovative ideas to solving business challenges and improving the business.

4. Self-Management skills
   • Be self-motivated and positive.
   • Manage your time: Prioritise, plan and follow-through.

5. Communication skills
   • Interact effectively with the executive team and senior management.
   • Communicate clearly and precisely, verbally and in writing.
   • Express yourself in a logical, clear and understandable manner.
   • Show consideration, concern and respect for other people’s feelings and opinions.
   • Positively influence attitudes and opinions.

6. Teamwork
   • Participate proactively in the development and implementation of changes and improvements that will positively contribute towards business performance.
   • Support the business by encouraging participation, listening to other’s ideas, and sharing information and ideas.
   • Maximise other’s skills, experience, knowledge, creativity and contributions whilst interacting.

7. Life-Long Self-Learning
   • Develop a life-long self-learning habit for both you and your team.
   • Keep up to date with local and global IT trends and technologies.
   • Always seek to develop your knowledge and skills with a focus on your personal development, aligned with the company’s needs.

Education      

• Bachelor’s degree in information technology or related field.
• 5–8 years IT infrastructure experience.
• 3–5 years in a leadership/management role.

Beneficial

• Microsoft certifications (Azure Administrator, Security, etc.).
• Cybersecurity certification (CISSP, CISM, Security+).

Relevant Working Experience        

• IT Management, risk management and governance
• Management and Leadership
• IT Operations
• Vendor Management
• Data science and data analysis
• Strong experience with Microsoft technologies (M365, Azure, AD).
• Proven experience managing hybrid environments (cloud & on-prem).
• Networks (WAN and LAN)
• VOIP

Working Conditions

• Weekday office core hours from 09h00 to 16h00
• Overtime/after-hours work as required in times of high pressure.
• Availability if needed over weekends and after-hours for IT and business escalations/emergencies.
• Mobility: The job entails travel to stores and offices throughout the Group (Botswana and Namibia)