IT System and Infrastructure Manager

This role is a key appointment within the IT team, contributing to the Group's longer-term technology development strategy. The role reports directly to Group Information and Security Manager.

The IT Systems and Infrastructure Manager leads a team of Engineers and Technology (IT) Solutions Centre colleagues. The position is responsible for all aspects of IT operations including: planning, organizing, implementing and monitoring the Data Centre operations and all end user support services.

The role requires someone who applies commercial-based decision making to every project, ensuring that any investment that the Company makes is backed up with a robust business case.

On a day-to-day basis the role will focus on the following:

Key Responsibilities:

• Drive the establishment of performance goals and provide on-going feedback, coaching, and development to enhance the team's performance and capability, to facilitate open communication, and to encourage continuous performance improvement.
• Manage the delivery of technology and support services within an approved budget and via a team based, customer-centric approach.
• Oversee IT End User Services, Computer Operations, Data Centre Services and Hardware Support Services to maintain customer satisfaction and to ensure quality standards, adherence to processes, policies, and service level agreements for customer responsiveness, incident resolution, and follow up.
• Provide technical expertise (i.e., tactical and operational) on evaluation, selection, implementation, and maintenance of information systems.
• Develop strategic plans and practices that support integrated and progressive infrastructure and operations to best meet current and future business requirements.
• Establish and monitor the infrastructure metrics to track productivity, quality, service levels, and resource utilization, to collect the voice-of-the customer data, and to enable projects to be on schedule and within budget.
• Drive automation in operational tasks to improve efficiency and traceability of activities.
• Partner with Cyber Security leadership in the development, implementation, and management of IT's controls, policies, procedures, practices, and processes to protect the organization's IT assets and the integrity, security, and privacy of information entrusted to or maintained by the organization and to ensure compliance (i.e., local, regional and national laws and regulations) and consistency.
• Research, monitor and analyse industry IT and infrastructure trends, technologies, and best practices to assess the organization's performance to the industry norm and to align projects with the organization's business needs, initiatives, and strategic direction.
• Research and implement best practices for infrastructure services, including proven infrastructure methodologies, service management processes, and operational support.
• Manage IT Infrastructure projects and plans to ensure alignment with the organization's strategic direction and initiatives, to foster a high performing work environment, and to mitigate risks.
• Collaborate with business units, IT leaders, and vendors to provide highly reliable, secure and cost effective infrastructure and operations services.