Senior Manager, IT Operations

Job no: 492582

Work type: Permanent (Full-time)

Location: Margaret Drive

Categories: Others

Key Tasks and Responsibilities

IT Strategies and Solutions Development, Delivery, Maintenance and Review

• IT Solutions Development & Implementation: Develop and implement IT solutions that support RC's strategic plans, enhancing organisational effectiveness, efficiency, and service delivery
• Policy Development & Documentation: Establish clear IT operational policies and documentation; including service level agreements ("SLAs") for helpdesk, to ensure that the department operates effectively and reliably
• Information Systems: Manage key application and management information systems to optimise business processes, ensure data integrity and support organisational goals
• Technology Research & Alignment: Lead technological research to align technologies with RC's strategic and operational goals, projects, and best practices
• IT Strategies & Policies: Recommend IT strategies, policies and procedures by assessing organisational outcomes, identifying gaps, analysing technology trends, and anticipating requirements
• Project Coordination & Stakeholder Engagement: Coordinate project resources, timelines, and deliverables by working closely with user departments, vendors, and other stakeholders to achieve successful implementation
• IT Audit & Continuous Improvement: Monitor and evaluate the performance of IT strategies and solutions through regular system audits to ensure effectiveness, compliance, and continuous improvement
• Security & Business Continuity: Implement and maintain robust information security protocols, back-up systems, and disaster recovery plans to protect digital assets, hardware and ensure business continuity
• Budget & Resource Planning: Forecast IT requirements, prepare IT operations service management annual budget, monitor expenditures, analyse variances, and implement corrective measures to ensure cost-effectiveness and financial objectives

IT Operations Management and Service Delivery

• IT Service Leadership: Lead, mentor, and manage a team of IT professionals, including system administrators, network engineers, and support personnel
• Infrastructure & Operational Excellence: Deliver reliable and secure IT infrastructure and operational solutions that drive productivity, efficiency, and organisational impact. This includes overseeing incident response, managing escalation protocols, conducting root cause analysis, and implementing corrective actions
• SOPs Development: Develop standard operating procedures ("SOPs"), FAQ documents, and policies to support the effective and efficient delivery of IT operations and services
• IT Infrastructure, Networks & AV: Ensure stability, security and performance of all IT Infrastructure, networks & audio-video ("AV") services
• IT Audit & Compliance: Lead efforts to comply with IT and AV services audit requirements
• System Upgrades & Backup Planning: Plan scheduled system upgrades, data backups, and maintenance of hardware, software and cloud services to meet service uptime and performance targets
• IT Operations: Ensure smooth running and administration of all IT & AV systems, including antivirus software, network services, print services, email provision, software licensing and IT-related service contracts
• Vendor Management & Procurement Support: Evaluate suitable IT vendors/service providers, and manage the end-to-end procurement process including but not limited to contract negotiation, implementation, and performance monitoring

IT Advocacy and Consultancy

• Process Improvement: Identify opportunities to improve IT operations, processes, and systems and implement continuous improvement projects
• IT Service Management Implementation: Implement IT Service Management ("ITSM") best practices
• New Technology Advocacy: Evaluate new technologies and make recommendations for Build vs Buy and promote technology awareness and influence its usage as a tool of productivity and efficiency
• User Trainings: Plan and make provision for relevant end user trainings to ensure compliance to IT policies and smooth implementation of new IT technology products and services
• IT Consultancy: Provide IT consultancy and provide appropriate expert advice and support for IT-related initiatives and projects

Job Holder Requirements

• Possesses a good degree in Computer Science or other relevant IT fields
• Possesses the IT Infrastructure Library ("ITIL") V3 or higher certification (requirement)
• More than 5 years of experience in the IT Operations / Service Delivery role, with at least 3 years in a supervisory position
• More than 5 years of working knowledge in Apple MacOS, Google Workspace tools, iOS, and Microsoft Windows Operating Systems
• Knowledge in IT hardware & software: Computer hardware, IT applications software and AV systems
• Systems Administrator Experience: Experience in System Administrator role for Google Workspace, Microsoft365, Apple Business Manager, and Apple School Manager

Service is at the heart of RC's purpose and we seek to serve our clients with respect, dedication and compassion, understanding that we are entrusted by society to serve with excellence and the highest ethical standards. Join us if you share our passion and values.