Application Platforms Manager Vacancy at The MultiChoice Group in Johannesburg ZA
Reports to Senior Manager Applications Platform Manager
Direct Reports Yes
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Division EBS
Department Service Operations
Key Customers MAH and SA Corporate and Country Operations
Location Johannesburg
Key Performance Objectives Tasks
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Closing date 30 Nov 2022
Category Information Technology
Operations and Service Management
- Establish and nurture relationships with clients and other stakeholders for effective communication and expansion of existing operational capabilities in the nearshore in line with global unit strategy.
- Operationally manage critical situations and solve escalations to provide seamless operation and effective service to clients; participate in the MoD processes and on-call shifts.
- Ensure management of incidents, problems, service requests and change requests in line with business priorities.
- Drive process improvements across application support teams or systems used for support.
- Deliver services/solutions to clients in agreed quality and quantity structure according agreed contracts, SLA, OLA, etc.
- Ensure service issues are resolved.
- Ensure service delivery is compliant with all policies, procedures, and regulations.
- Ensure application stability across applications
- Manage operational risks and issues to minimise business impact.
- Knowledge management & productivity enhancement.
- Implement capacity management and support efficiency improvements.
- Implement and measure resource key performance indicators
Reporting and performance
- Implement and enhance operational reporting
- Improve operational performance management using appropriate tools and reporting techniques.
- Develop reports to meet SLAs and communicate performance to stakeholders.
- Continuously improve processes and products/services in assigned area, plan improvements and implement improvements programs.
- Coordinate and control activities within assigned unit to deliver Quality KPI’s and relevant customer satisfaction expectations.
People Management
- Manage team members to ensure effective delivery of business unit objectives.
- Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
- Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
- Interview and recruit new members of the team, including determining appropriate compensation levels with input from HR
- Create effective workforce and recruitment demand plans to ensure that current and future requirements can be met.
- Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
- Approve leave requests for team members and create leave plan to ensure adequate coverage.
- When required, initiate disciplinary processes for team members calling on support from HR when required.
- Resolve grievances of team members and escalate where needed
- Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.
- Motivate team members and ensure that their efforts are recognised
Stakeholder Management
- Build long-term, strategic relationships with senior stakeholders in the largest client organisations (internal or external).
- Act as a single point of contact and facilitates access to colleagues and subject experts.
- Maintain a strong understanding of clients’ industry and business, assists clients in the formation of IT strategies, and acts to ensure that they are offered products and services aligned to these strategies.
- Negotiate at senior level on technical and commercial issues.
- Influence the development and enhancement of services, products and systems, and oversees the management and planning of business opportunities.
- Oversee monitoring of relationships and acts on relevant feedback.
Governance
- Put in place, or confirms, staffing structures to support the work of the governing authority (board, trustees, etc.) and proper relationships between the organisation and external parties.
- Review management processes (and decisions) and confirms that they are compliant with the organisation’s strategy for corporate governance of information.
- Review new business proposals and provides specialist advice on compliance issues.
IT Strategy and Planning
- Support and manages the creation or review of an IT strategy which meets the requirements of the business.
- Develop, communicates, implements and reviews the processes which ensure that the strategic management of IT is embedded in the management and operational plans of the organisation.
Budget Management
- Provide input into annual budgets and forecasts to meet and exceed the business unit’s profit budget that includes the growth strategy of the business units.
- Support finance and efficiency management initiatives and production variance across the assigned teams/structures
- Control cost planning, budgeting and budget management in line with financial targets.
Experience
- A minimum of 5 years’ experience in an applications platform management role
- Proven experience in IT service delivery
- Experience of driving innovation
- Strong leadership capabilities across all areas of the IT environment or within a matrix management structure
- Has evidence of negotiation and management of off shore contracts
- Strategic awareness of system software which controls activities such as input, output, dynamic resource allocation and error reporting
Technical Competencies
- IT management
- Customer Centricity
- Business process improvement
- Business risk management
- Problem Management
- Quality Management
Behavioral Competencies
- Strategic Thinking
- Networking
- Risk Management
- Negotiation Skills
- Future Orientated
- Stakeholder relationship management
- Strong leadership and people management skills
KEY REQUIREMENTS
- A post graduate degree in IT or equivalent
- Systems Integration Certification
- Agile/Safe Certification
- Cloud Certification (AWS, Azure, Google)
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