Senior Manager Platforms and Assurance at MultiChoice

Key Performance Objectives

Platform Strategy and Development

• Develop and execute a comprehensive platform strategy aligned with shared service goals.
• Drive the adoption of scalable, integrated platforms that streamline shared service delivery and improve user experience.
• Lead platform modernisation efforts, including system migrations and the adoption of automation technologies.
• Evaluate emerging technologies to identify opportunities for enhancing shared service delivery.
• Oversee the lifecycle management of shared service platforms, ensuring timely upgrades and enhancements.

Governance and Assurance

• Establish governance frameworks and policies tailored to the shared services environment.
• Ensure platforms comply with data privacy regulations, industry standards, and organisational policies.
• Conduct regular risk assessments and assurance reviews to identify and address vulnerabilities.
• Develop and implement robust access controls and user permissions for all platforms.
• Manage audit processes and ensure findings are addressed within established timelines.

Performance Management

• Define and monitor KPIs for platform performance, focusing on reliability, user satisfaction, and efficiency.
• Oversee incident resolution processes, ensuring minimal disruption to shared services.
• Lead root cause analyses for platform-related issues and implement preventive measures.
• Optimise resource allocation and platform configurations to meet demand spikes and changing business needs.
• Implement real-time monitoring tools to track platform health and performance.

Collaboration and Stakeholder Engagement

• Partner with shared service leaders to understand and prioritise platform requirements.
• Act as the liaison between shared services, IT, and external vendors, ensuring alignment and effective communication.
• Facilitate cross-functional workshops to identify and address platform-related challenges.
• Manage vendor relationships, negotiate contracts, and ensure SLAs are met.
• Communicate platform strategies, updates, and performance metrics to executive stakeholders.

Team Leadership and Development

• Lead a team of platform specialists and assurance experts, fostering a culture of innovation and collaboration.
• Recruit, train, and develop team members, ensuring they are equipped to manage emerging platform technologies.
• Create a knowledge base of best practices for platform management in a shared services context.
• Conduct regular performance reviews and provide ongoing coaching and mentorship.
• Promote continuous learning and upskilling to keep the team ahead of industry trends.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed. 
• When required, initiate disciplinary processes for team members calling on support from HC when required.
• Motivate team members and ensure that their efforts are recognised.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (advanced degree preferred).

Experience 

• 8-10+ years of experience in platform management, IT assurance, or shared services operations.
• Professional certifications such as ITIL, COBIT, ISO 27001, or cloud platform certifications (e.g., AWS, Azure) are advantageous.
• Proven track record of leading platform strategies and managing platform governance in a shared services environment.
• Experience managing large-scale platform projects and cross-functional teams.