Information Technology Operations Manager at Silica

Purpose of the Role:

• Own the relationship with Central IT at a strategic level
• Oversee the relationship at an operational level with our 3rd party IT service providers,Client’s and Silica’s internal use of these services
• Assist both our Clients and Silica to grow their businesses
• Ensure IT Services meet and exceed expectation by providing a Five 9 experience for our Clients
• Actively work to remove any service and solution impediments
• Ensure IT stability, reliability and resiliency
• Attain an in depth understanding of Silica’s IT services and solutions and how these enable our Clients to grow and sustain their business goals

Performance Arears:

Overall

• Manage and take ownership of Silica’s IT operations, which encompass the key IT disciplines, ofservice desk, remote support, service delivery, incident management, change management,release management, problem management and SDLC governance.
• Design and execute an IT operations strategy appropriately aligned to Silica’s business strategy.
• Ensure regular reporting on all aspects of IT operations to Silica management.
• Initiate and deliver on projects that will provide a five 9 experience for IT operations service delivery to our Clients and Silica business
• Ensure that Silica IT partners are proactively managed.

General Management

• Management of Silica 3rd party IT service provider partners.
• Effective resource management and planning where required.
• Ensure that staff skill levels are of the highest standards to support technical and business needs and to deliver Silica IT operations.
• Ensure that performance reviews in all teams are completed in line with Silica HR policy where required.

Service Delivery

• Ensure that IT service delivery meets and exceeds the needs of Silica Clients, and our business.
• Ensure delivery and service availability of the IT operations services and components to our Clients and business.
• Ensure that all requests for service are accurately logged and appropriately prioritized on the service desk system and that these are properly managed and fulfilled.
• Ensure regular engagement with business teams and Clients to address service delivery issues and improve IT operations service delivery.
• Support the Silica Client engagement and Client Services teams on Client related IT concerns.
• Run an optimal Service Desk competency with a mix of self-service capabilities.
• Manage SLA’s with the business and Clients and ensure at minimum these are met with focus on continually exceeding performance deliverables.
• Ensure that the right SLA measurements for 3rd party IT service provider partners are always in place and being constantly reviewed for areas of continued improvement.
• Run an effective CAB that provides the appropriate levels of governance aligned to Silica risk appetite while supporting an agile SDLC.
• Ensure proactive problem management is run with the emphasis on root cause identification.
•  Ensure efficiencies are gained by automated repetitive tasks and making use of appropriate technologies to further enhance efficiencies for our Clients and business.   

Governance

• Ensure that all Silica’s IT Policies are kept up to date, are communicated to and well understood by affected Silica employees and 3rd parties with strict adherence thereto.
• Proactively identify the risks inherent in IT operations and ensure that these are recorded on the ERA system working closely with IT risk management developing appropriate treatment plans.
• Implement an IT governance framework that will ensure that Silica IT operations are appropriately and effectively governed.
• Ensure that the Change and Incident Management processes are consistently adhered to.
• Chair the Silica Change Advisory Board and manage communications.
• Define and document key IT operations processes and ensure that these are proactively managed, improved, reported on and communicated to stakeholders.
• Define and document key IT operations SLA’s and measure IT operations delivery against these.

 IT Operations

• Ensure Availability and Capacity of all infrastructure services, including networks, servers and applications
• Ensure Availability and Capacity of all IT servers and services
• Ensure that effective monitoring and response mechanisms are in place for all IT service
• Ensure that regular maintenance is consistently carried out

Budget & Finance

• Manage and report on IT spend
• Negotiate the most effective prices and process with suppliers (in conjunction with procurement manager / team)
• Ensure that all technology expenditure is within budget
• Ensure that monthly reviews of Income and Expenses, including staff time reporting, is done in each management area of IT Operation
• Ensure IT software license management is continually reviewed for purpose and accuracy of use

Disaster Recovery and Business Continuity

• Ensure that all production services are successfully replicated to the DR site
• Perform regular tests to ensure effectiveness of the DR site
• Support the DR manager with DR tasks
• Work with Facilities Management to ensure the success of Business Continuity tests

Other

• Vendor management for all contracted services
• Ensure that monthly Management Reports are fit for purpose, timely generated and distributed within SLA

Prior Work Experience / Background:

• Must have at least 8 years senior management experience in managing and or running IT Operations Services including:
• In-depth exposure to ITIL / Similar based IT operations processes and procedures.
• In-depth knowledge and understanding of key IT operations processes including service delivery, change management, incident management, problem management, release management and risk management.
• Experience in governing an agile SDLC.
• Ability to establish, document and deliver against key IT operations SLAs.
• Detailed understanding of IT operations management reporting.
• Solid understanding of IT operational risk processes and procedures.
• Ability to prepare and actively manage the IT operations budget.
• Track record of having worked with key client stakeholders for IT operational service level management and reporting while having improved the quality of the IT Service.
• Track record of having worked with IT audit.
• Knowledge of / experience within the financial services industry advantageous.

Qualifications:

• Matric
• Relevant bachelor's degree, preferred in Computer Science or Information Systems or related qualification