Technical Operations Manage at Lulalend

KEY RESPONSIBILITIES:

Internal Team Leadership & Strategy

• Supervise and mentor the Technical Support Manager and Helpdesk Manager, setting clear goals and conducting regular performance reviews.
• Partner with the CIO to develop and implement strategies for improving technical support processes and service delivery.
• Conduct regular training sessions to keep team leaders up-to-date with product knowledge, leadership practices, and technical skills.
• Ensure teams are properly equipped with the tools and information necessary to provide prompt and effective responses to inquiries.

Service Management (ITSM) Oversight

• Oversee the full lifecycle of incident, problem, and change management to minimize business disruption.
• Act as the ultimate escalation point for complex cases and major incidents, leading resolution efforts and root cause analysis.
• Review and communicate change requests to minimize risks, ensuring proper testing and rollback plans are in place.
• Identify opportunities for process optimization and efficiency within the support teams and service request fulfillment processes.

Vendor and Partner Management

• Build and foster strong relationships with critical vendors and partners to ensure alignment with Lula's goals.
• Monitor vendor and partner adherence to Service Level Agreements (SLAs) and validate compliance with contractual obligations.
• Address vendor and partner service delivery failures and work to implement corrective actions and strategies for improvement.

Infrastructure, Security & Compliance

• Oversee technical support to ensure Lula maintains an up-to-date, secure, and reliable office network.
• Facilitate role assignments and access to systems to ensure regulatory compliance and best practices are met.
• Oversee the IT asset management (ITAM) tool, ensuring records are accurate in collaboration with the Finance department.
• Maintain a risk register for all internal and vendor and partner related activities, updating it regularly to mitigate potential disruptions.

Reporting & Financial Oversight

• Prepare detailed reports on team metrics, vendor performance, and SLA compliance for the CIO and senior management.
• Monitor service costs and review vendor invoices based on performance to ensure they align with the agreed budget.
• Use data analytics to predict potential risks and identify cost-saving opportunities without compromising quality.

THE EXPERIENCE WE’RE LOOKING FOR:

• Diploma or Degree in IT or equivalent experience.
• 8+ years of experience in technical support or service delivery, with 3-5+ years in a leadership or vendor management role.
• FinTech, Financial Services or experience in a regulated environment
• ITIL certifications are highly advantageous.