IT Manager

SUMMARY:
The IT Manager is accountable for the availability, security, and performance of all technology supporting a BPO operation. This includes telecoms/voice platforms, network and end-user computing, core business systems, and IT service management.
The role ensures technology enables contractual SLAs, supports growth, and meets client and regulatory requirements in a South African BPO environment.

POSITION INFO:
Key Responsibilities :

Technology availability, stability, and incident management

• Ensure high availability of all production systems supporting operations (voice, CRM, diallers, WFM, QA tools, reporting, connectivity)
• Own incident management end-to-end: triage, escalation, resolution, RCA, and preventative actions.
• Maintain a live operational risk register for IT and communicate exposure to Ops leadership.
• Implement monitoring, alerting, and redundancy standards appropriate for a multi-shift BPO.

• Manage and optimise contact centre platforms (ACD/IVR, predictive diallers, VoIP/SIP, call recording, QA, and omni-channel tools
• Partner with Operations and WFM to design routing, campaigns, and capacity models that protect SLA and cost.
• Lead UAT, release control, and change management for system upgrades or new campaign launches.
• Diagnose and fix system-driven performance drag (latency, call drops, login issues, desktop instability).
• Define and monitor Key Performance Indicators (KPIs) for IT services (uptime, mean time to repair, first-call resolution, user satisfaction, cost per user)

• Maintain compliance with POPIA, client info security standards, and any sector rules (e.g., FAIS where relevant).
• Run security awareness with Ops and HR; respond to security incidents and audit findings
• Ensure business continuity (BCP) and disaster recovery (DR) plans are in place, tested and maintained.
• Ensure secure handling of recordings and customer data across storage and transmission.
• Lead the cybersecurity strategy: threat assessment, risk management, incident response, penetration tests and security monitoring.

• Provide reliable IT support aligned to operational hours and urgency.
• Manage SLAs with telecoms, network, and software vendors; drive accountability on uptime and turnaround times
• Own IT asset lifecycle: procurement, configuration, deployment, refresh, and disposal
• Produce weekly IT performance reporting for Ops and client governance where required
• Manage vendor suppliers for IT operations, strategic initiatives, maintenance contracts and remote/outsourced services; ensure contracts deliver and meet SLAs.

• Develop and maintain an IT strategy that supports the BPO’s growth, service delivery model, operational efficiency, scalability and digital transformation.
• Lead cross-functional collaboration (operations, HR, finance, compliance, risk) to ensure IT supports business processes, service delivery, compliance and innovation.
• Align IT strategy with business strategy: ensure technology planning, architecture, operations and investments drive business objectives
• Develop and manage the annual IT budget (capex and opex), ensuring alignment with business requirements and financial discipline.
• Monitor IT spend and cost-efficiencies: hardware refresh, software licensing, cloud consumption, vendor fees, outsourcing overhead.

• 5+ years IT operations experience, preferably in contact centre/BPO or other high-availability environments.
• At least 2 years in a management or senior lead role.
• Strong hands-on knowledge of:
• Contact centre telephony (ACD/IVR, VoIP/SIP, diallers, recording)
• Networks (LAN/WAN, firewalls, VLANs, QoS)
• Microsoft 365 / Azure AD or equivalent identity stack
• Endpoint management and security tooling
• ITIL-aligned service management
• Proven vendor management and contract/SLA governance experience.
• Solid budgeting and asset management capability.
• Relevant certification (advantage): ITIL, CCNA/CCNP, Microsoft/Azure certs, security certifications.
• Proven people leadership: ability to build and lead a diverse team, manage performance, develop talent and build culture.
• Project management skills – ability to lead multiple complex projects simultaneously.
• Deep knowledge of information security best practices, frameworks and regulatory environment.