IT Manager

Boardroom Appointments; Durban; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Boardroom Appointments is seeking an experienced professional to lead incident management in a Durban-based role. You will act as the primary contact for incidents, escalations and updates, driving SLA adherence and coordinating with internal tech teams to ensure accurate communication.

You will define process improvements, manage resources for operations, and maintain strong relationships with clients and stakeholders while delivering hands-on technical support and documentation.

Responsibilities

• Ensure control of the incidents / Service Requests are in line with SLAs
• Act as the principal contact for incidents / escalations / updates in Durban
• Define and Deliver process improvements aligned with best practice and business objectives
• Ensure team have resource available to support business operations
• Manage the relationship with our clients around incident management
• Build and maintain effective internal and external relationships always representing your function in a professional manner
• Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information
• Ensure all SLAs are defined met and escalated appropriately to 3rd line
• Provide the SD KPI Dashboard on a weekly basis for Durban
• Build strong effective working relationships with internal and external stakeholders
• Positively contribute to ongoing change programmes within the business, assessing and communicating the impact on your function
• Own and develop the procedure documentation for your function
• Problem solver and technical mindset
• Hands on experience of technical solutions to support all business requirements.
• Self-starter with the ability to positively challenge the norm and influence the delivery management and support functions through personal gravitas and subject matter expertise
• Extensive stakeholder management experience to Director level and beyond
• Practical experience of defining and delivering process/continuous improvement
• Demonstrable experience of being a collaborative and supportive manager
• Experience of delivering Service Desk services to a contact centre operation or other high volume end user business
• Ability to create informative templates for effective communication
• The ability to work under pressure to tight deadlines in a fast-paced environment
• Analytical mindset with strong problem-solving skills
• Come from a technical foundation and be able to show understanding of technical solutions
• Experience of mergers & acquisitions, how to merger complex systems to one hosted solution
• Strong background on Azure AD, Microsoft technologies and business solutions
• In depth knowledge of server and client hardware

Job description

• Ensure control of the incidents / Service Requests are in line with SLAs
• Act as the principal contact for incidents / escalations / updates in Durban
• Define and Deliver process improvements aligned with best practice and business objectives
• Ensure team have resource available to support business operations
• Manage the relationship with our clients around incident management
• Build and maintain effective internal and external relationships always representing your function in a professional manner
• Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information
• Ensure all SLAs are defined met and escalated appropriately to 3rd line
• Provide the SD KPI Dashboard on a weekly basis for Durban
• Build strong effective working relationships with internal and external stakeholders
• Positively contribute to ongoing change programmes within the business, assessing and communicating the impact on your function
• Own and develop the procedure documentation for your function
• Problem solver and technical mindset
• Hands on experience of technical solutions to support all business requirements.
• Self-starter with the ability to positively challenge the norm and influence the delivery management and support functions through personal gravitas and subject matter expertise
• Extensive stakeholder management experience to Director level and beyond
• Practical experience of defining and delivering process/continuous improvement
• Demonstrable experience of being a collaborative and supportive manager
• Experience of delivering Service Desk services to a contact centre operation or other high volume end user business
• Ability to create informative templates for effective communication
• The ability to work under pressure to tight deadlines in a fast-paced environment
• Analytical mindset with strong problem-solving skills
• Come from a technical foundation and be able to show understanding of technical solutions
• Experience of mergers & acquisitions, how to merger complex systems to one hosted solution
• Strong background on Azure AD, Microsoft technologies and business solutions
• In depth knowledge of server and client hardware