ICT Service Delivery Team Leader at Britam

Job Purpose

• Responsible for the technical design, planning, implementation, and the highest level of performance tuning and recovery procedures for mission critical enterprise business systems. Role holder will recommend the redesign and configuration of operating systems and system applications as well as investigates and analyses feasibility of system requirements and develops systems specifications. 

Key responsibilities

• Manages the day-to-day operations of the host servers by monitoring system performance, configuration, maintenance and repair. Ensures that records of system downtime and equipment inventory are properly maintained. Applies revisions to host system firmware and software. Works with vendors to assist support activities.
• Develops new system and application implementation plans, custom scripts and testing procedures to ensure operational reliability. Trains technical staff in how to use new software and hardware developed and/or acquired.
• Supervises Operations staff. May guide or provide work direction to technical staff, contract staff and/or student employees. Determines appropriate coverage for all hours of operation.
• Performs troubleshooting as required. As such, leads problem-solving efforts often involving outside vendors and other support personnel and/or organizations.
• Establishes, maintains and manages user’s directory services (domain services, group policies and exchange services). Installs, modifies and maintains systems and utility software on server computer systems. Provides server support related to other software.
• Ensures high availability and acceptable levels of performance of mission critical host server’s resources.
• Develops procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse.
• Develops procedures, programs and documentation for backup and restoration of host operating systems and host-based applications.
• Develops and coordinates project directions and schedules to maximize benefits and minimize impacts on the customer organizations. Provides leadership in planning and implementation of projects for computer operations and enterprise systems administration.
• Develops tools, procedures, and training sessions for Operations, Client Support and Systems Development staff to assist with work.

Key Performance Measures

• As described in your Personal Score Card.

Knowledge, experience and qualifications required

• Degree in science/Engineering/Computer Science
• ITIL intermediate
• Extensive programming background in any applicable language
• Minimum of 4 – 6  years’ experience in a 24x7 service provider environment

Leadership category responsibility framework (Core Competencies) 

Team Leaders in Britam need to

• Operationally lead a team to service customers from a sustainable and growing customer base whilst increasing profit;
• Ensure the company’s objectives are met by being a vision carrier and by implementing strategy and operational outputs;
• Effectively run the business and manage staff in order to enable functional leaders to focus on developing strategy;
• Effectively identify and define key performance areas, deadlines and goals for their team in order to optimise operational effectiveness;
• Ensure the department has the most appropriate people capability through effective inspirational leadership, people development, effective selection and optimised succession planning;
• Create a high performance, proactive culture and motivated team;
• Monitor operational implementation, budgets, plans, goals and outputs in order to ensure alignment with the departmental strategy;
• Ensure that department priorities are adhered to and effectively communicated;
• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;
• Appropriately model the company values while setting the pace and energy for delivering;
• Benchmark operational activities internally as well as externally in order to be a leader in the industry;
• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;
• Provide access to accurate and consistent information and services across all channels;
• Adequately manage operational risk.

Technical/ Functional competencies

• Familiarity with the principles and practice of system configuration management; experience using a declarative configuration management system and a broad understanding of the role of desired configuration as part of strategic organizational knowledge
• A solid understanding of networking/distributed computing environment concepts, including principles of routing, bridging and switching, client/ server programming, and the design of consistent network-wide file system layouts
• Ability to deal tactfully with employees and contractors who provide a broad spectrum of services.
• Can conform to shifting priorities in service level strategies, demands, and timelines through sound analytical capabilities.
• Persuasive, encouraging, and diplomatic, with conflict resolution skills.
• Ability to elicit cooperation from a wide variety of sources
• Detail oriented and process focused 
• Self-motivated, self-starter who works well in a fast pace, growth orientated entrepreneurial environment.