Head of Technical Operations at Lulalend

Overall Purpose

• Reporting into the CIO, our Head of Technical Operations will play a key role in defining and shaping the Technology vision and strategy at Lula. You will be responsible for leading the technical operations team and building out the infrastructure, SRE, security, support and helpdesk competencies in alignment with Lula's technology strategy. You will be accountable for the performance, stability, continuity, security and compliance of our production infrastructure and services working in collaboration with our engineering teams, partners and third party vendors. The ideal candidate will be a seasoned technical operations leader with a proven track record of building successful teams, fostering a culture of innovation and delivering top quality operational services. This is a senior management role and will be a key member of the Technology Management team.

Responsibilities Include:

• Articulation and delivery of a Technical Operations strategy which considers the factors of people, process and technology aligned to our technology and business strategies.
• Contribute as a key member of the Technology Management team collaborating with all members to ensure that we deliver a world class experience to our customers.
• Oversee the performance, stability, continuity, security and compliance of our production infrastructure and services.
• Partner with business stakeholders to understand their support and service needs.
• Manage key third party suppliers ensuring they are performing and delivering to SLO’s and SLA’s.
• Collaborate with Product and Engineering to deliver against all agreed roadmaps.
• Build, lead and mentor a high performing Technical Operations team.
• Direct line management of managers across the infrastructure, SRE, security, support and helpdesk teams.
• Manage budgets and operational expenditure effectively.
• Research and implement new technologies that improve our service, support and infrastructure giving us a competitive edge.

The Skills and Competencies We're After:

• Excellent leadership ability, you inspire your team and our business to achieve company goals
• Exceptional technical skills, coupled with a commercial outlook
• Ability to think strategically and make decisions pragmatically
• Ability to manage multiple complex platforms and services under pressure
• Ability to adapt to changing circumstances and priorities
• Excellent planning and organisation skills
• Excellent communication, facilitation, presentation and negotiation skills
• Excellent negotiation skills to support the management of vendor and service provider agreements.
• Strong stakeholder management skills with the ability to manage expectations, risks and issues in a proactive manner
• Strong collaboration skills and a passion for working with people
• Strong understanding of financial principles and experience managing Technical Operations budgets with an eye expenditure.
• Strong analytical and problem-solving skills
• Deadline driven - you know what success looks like and how to measure it
• Positive, high energy and committed to live, demonstrate and get excited about the Lula values

The Experience We're Looking For:

• BSc Degree in Computer Science, BTech, BEng or equivalent
• Honours and/or Master’s degree an added advantage
• Minimum of 8-10 years of experience in IT operations, infrastructure management, or a related field, with at least 5 years in a leadership or management role.
• In-depth knowledge of IT infrastructure, including networks, servers, storage, virtualization, and cloud technologies (AWS, Azure, etc.).
• In-depth experience configuring and supporting high volume and high availability cloud environments
• Strong understanding of cybersecurity principles, practices, and technologies. Experience in implementing security measures and ensuring compliance. Understanding of relevant frameworks e.g.: ISO or NIST and PCI-DSS.
• Proficiency in ITIL-based service management practices and tools. Experience in implementing service delivery and support processes.
• Relevant certifications such as ITIL, CISSP, CISM, or similar are highly desirable.
• Experience working closely with a product team and within an agile environment
• Financial services and banking experience advantageous