Technical Operations Manager
Lulalend
full-time
Posted on:
Location Type: Office
Location: Cape Town • South Africa
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About the role
- 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.
- 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.
- 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.
- 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.
- 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.
Requirements
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementproblem managementchange managementdata analyticsIT asset management
Soft skills
mentoringleadershipcommunicationrelationship buildingprocess optimization
Certifications
ITIL