ICT Infrastructure & Service Delivery Manager

SUMMARY:
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POSITION INFO:

Our client, a leader in the Financial Services industry is seeking an experienced ICT Infrastructure & Service Delivery Manager to join their team based in Durban 

MINIMUM REQUIREMENTS 

• Matric/Grade 12 
• Tertiary qualification at NQF Level 7 with Business Administration and ICT as majors.
• ITIL, MCSA, Exchange (On-premise infrastructure), Azure administration, Microsoft SQL DBA, VMware, Veeam
• 5 years incorporating desktop support, server support, business systems, procurement processes and project management. A minimum of 5 years at specialist level

MAIN JOB FUNCTIONS 

Strategy and Operational Plan Implementation

• Develop a conceptual framework of current and future interventions necessary to achieve acceptable levels and service delivery standards to the
• Head of ICT for consideration and inclusion into the department’s short and long-term performance and service delivery plans.
• Develop, evaluate, and review risk related policies associated with access levels, confidentiality and disaster recovery with a view to providing input into the establishment and amendment of procedural applications
• Develop and implement the short and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements
• Scoping business requirements, conducting research, engaging with providers, tabling comparatives and making recommendations on products, services, protocols, and standards in support of all infrastructure procurement and development procurement, and initiating the procurement process as per the procurement policy
• Interpret and analyse audit findings to determine the levels of interventions required to improve procedural applications

Management of the Infrastructure and Service Delivery

• Ensure that subordinate has agreed KPIs that are aligned to the ICT strategic objectives and ICT operational plan
• Measure performance of areas against their focussed business plans
• Management of all service providers/suppliers monitoring performance against all ICT SLAs and outsourcing agreements
• Setting up and managing project plans to meet strategic and KPI objectives
• Report on all supplier activities and performance and maintain a register of these and report on progress against supplier reports on action taken plans to remedy any deviations from SLAs/deliverables
• Direct management of all processes, systems and hardware that facilitate business continuity, including disaster recovery as well on-site
  and off-site data storage and recovery plans
• Ensure all ICT assets are accounted for, leading physical and virtual inventorying exercises

Financial Management

• Manage project and expenditure budgets for infrastructure, service delivery and engagement and ensure tight budgetary control
• Manage project and operational expenditure for specialist area through control of invoices, confirmation of goods and services, through to payment signoff procedures
• Manage compliance with procurement policy, processes and systems
• Manage warranties ensuring all are current and renewed timeously
• Manage assets under control in terms of Fund policy and procedures

Systems Management

• Manage the development and implementation of systems documentation and draft policies and procedures ensuring appropriate awareness and compliance of these through engagement and communications area
• Manage licence management ensuring all licences and systems are documented in a consolidated list together with agreements fully up to date and documentation available both on site and in offsite facility
• Planning, monitoring, and reporting of all systems capacity, availability and or downtimes (Processing, storage, networking, local and Cloud
  storage, backup platforms, etc.)
• Manage ICT infrastructure ensuring that all interfaces and patches are functional and continually up to date in terms of specifications
• Manage mapping of all processes, systems and interfaces ensuring that all are documented and are readily available in operating manuals

Communications and Engagement

• Establish service level agreements with the different departments to ensure optimum service delivery
• Planning, acquiring approval, and scheduling of system maintenance and downtime with internal business stakeholders as well as any external stakeholders.
• Oversight and assistance with, then escalation of unresolved issues to respective support providers, continuous follow ups, and available solutions sourced and presented to Head of IT for decision making
• Ensure timeous collation and compilation of all ICT Infrastructure & Service delivery reports for management review
  a) Electrical infrastructure
  b) Endpoint protection and patching
  c) On-site and off-site backups
  d) Move, additions, changes
  e) System uptimes/down-times
  f) Consumption reports
  g) Helpdesk requests and Incidents
• Disseminates functional and operational information on the immediate,short, and long-term objectives and current developments, challenges
  and constraints by:
  a) Coordinating the development and implementation of Forums to serve as an avenue to facilitate functional information sharing and
  receive comments
  b) Participating in various meetings and provide comments/ opinions on matters affecting or concerning functionality
  c) Responding, through collection of information and/ or conducting the necessary investigation/ research, to enquiries and concerns on service delivery from the client base

Infrastructure and Service Delivery

• Align current procedures to satisfy legislative requirements with respect to systems security processes, database development and network administration control.
• Controls the professional and operational outcomes related to the provision of support and quality service delivery by:
  a) Helpdesk / Incident Response – ensure faults are being logged, investigated, troubleshooting, through to resolution, and reporting on findings and resolutions.
  b) Evaluating the adequacy of user support structures and attending to the implementation of corrective measures to address deviations from norm in respect to response time
  c) Monitoring system performance and executing specific procedural applications to commence with upgrades and/ or routine security maintenance of user system, networks and servesd) Assessing the operating capacity and or compatibility of systems with respect to the installation of new applications based on functional needs and attending to the implementation sequence
  e) Managing set priorities for the design, maintenance, development, evaluation of all infrastructure systems, including LANs, WANs, internet, intranet, security, wireless implementation, etc
  f) Conducting feasibility studies for various upgrade projects, improvements and other conversions
  g) Defining hardware and software standards in conjunction with stakeholders
  h) Testing network performance and providing network performance statistics and reports, develop strategies for network infrastructure
  for approval by the ICT Steering Committee
  i) Directing and administering a contingent of network analysts and technicians where necessary, conduct performance reviews and
  corrective action
• Oversight over all hardware and software to identify potential risk to the system environment and development and implementation of mitigation plans
• Ensure adequate stock levels of licences and hardware are available to mitigate and loss/failure in real-time
• Oversight over all system backups (ad-hoc, automated, on-site and offsite), and other tools to ensure security of data
• Ensure that service levels are optimised to ensure the required availability of services
• Manage the maintenance and operations of all backup electrical infrastructure (generator, diesel supply, UPS, maintenance scheduling) ensuring a failproof backup plan and ensuring that there are no power outages
• Manage all other ICT infrastructure ensuring full ICT services on a 24/7 basis and all moves,