Act as both a technology and business expert, making decisions that will impact the current and future operations. Combine excellent sales and consultative skills with an expert understanding of advanced and emerging technologies service offerings. You will engage with employees, contractors, stakeholders, and customers to ensure our company\u2019s technologies are used appropriately. Responsible for developing policies and procedures and use technology to enhance products and services. Develop strategies to increase revenue, along with performing cost-benefit analysis and return-on-investment analysis, in-line with the company\u2019s vision.
\nYou will have the opportunity to build an in-depth understanding of the client business and technological issues and implement organisational strategies that drive adoption of change. Build credibility and trust with stakeholders and provide knowledge that addresses individual and unique business needs.
\nYou will serve a combined inward- and outward-facing function. Inward \u2013 you will focus 3-5 years into the future to anticipate customer requirements and synthesize those into solution requirements across multiple service offering lines. You will work closely with the technical teams to ensure critical new solutions are appropriately scheduled for certification and may assist from time to time on certification efforts when deep technical expertise is required. In the outward-facing function, you will work closely the New Business Development Manager and the sales team within your department to present and articulate the capabilities and values of services at all levels within customer and partner organisations.<\/p>\n
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Job Title: General Manager: ICT Services \/ Technical<\/strong> Duties & Responsibilities:<\/strong> Minimum requirements:<\/strong>
\nLocation: <\/strong>JHB – Northern Suburbs
\nReference:<\/strong> FRP002193-DP-1<\/p>\n
\nKey Responsibilities and Accountability:<\/strong>
\nAchieve Sales Plan objectives by actively selling solution and service offerings through:
\nprospecting new accounts
\ndeveloping and maintaining customer support
\nidentifying customer requirements
\nperforming customer care calls to ensure customer satisfaction
\nEstablish and maintain effective customer relationships to understand customer needs, promote customer understanding of full services offering, and align to provide a solution. Ensure a positive customer experience throughout the sales process.
\nDevelop, align, and execute department strategy with the company\u2019s overall strategy.
\nCreate added value for the customers and ensure the successful outcome of transactions, contracts, and proposals by using effective sales techniques. Communicate details in accordance with offering and strategy (delivery time, payments, and general terms and conditions).
\nEnsure efficient marketing activities and value proposition to customers.
\nIdentify and drive the development of new market opportunities in the designated market and ensure know-how sharing and cross-collaboration.
\nPlan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.
\nMeasure, monitor, and maintain team\u2019s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
\nLead the development, management, and execution of the ICT strategy and provide input into the overall strategy, policy, and decision-making direction.
\nEnsure the alignment of the ICT strategy with the requirements of all relevant Business Units through the development and execution of strategic performance agreements.
\nSet and drive comprehensive goals and objectives for performance to support strategy and objectives.
\nDevelop and execute a multi-faceted plan to creating, sharing, and managing the knowledge\/information across.
\nDevelop and execute the ICT Operational plan, ICT Disaster Recovery plan, ICT infrastructure, and Governance plan to meet capacity and requirements in line with the overall plans.
\nEnsure the mitigation of ICT Management\u2019s risk profile through the application of fraud controls and risk prevention principles and implementing sound governance and compliance processes and tools to identify and manage risks.
\nResponsible for the coordination and maintenance of quality risk management in line with Accreditation and regulatory requirements.
\nMonitor changes in legislation and the regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.
\nLead the overall financial performance and improvement of efficiency in service delivery within the ICT environment.
\nDevelop and manage financial planning, forecasting, and budgeting that will be used to initiate, drive, and implement all ICT-related initiatives in line with the business strategy.
\nFacilitating alignment of the team; managing non-performance, driving a customer-centric performance culture, setting appropriate KPA\u2019s and ensure the cascading thereof throughout the ICT environment and driving their achievement; inspiring commitment; encouraging mutual support, and enabling development opportunities.
\nIdentify and mitigate internal systems and procedural barriers to enhance excellent customer service.
\nBuild and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing, and integration, and to manage reputation.
\nBuild and manage strategic supplier database. Ensure at all times that supplier and product requirements are met
\nDevelop and implement processes within the department and ensure alignment with the company\u2019s vision and mission.<\/p>\n
\nNational Senior Certificate (Grade 12)
\nBachelor \/honour \/ master or doctorate degree in ICT, Software and\/or Telecom \/ MBA
\nPRINCE2\/PMP\/PMI certification
\nDell Accreditation in Storage and Back-up
\n10 years\u2019 senior management experience
\nProven track record and ability to formulate and execute ICT strategy and operational plans at organisational level.
\nProven track record in managing ICT operations at an organisational level.
\nPractical understanding of virtualization, big-data, security, data storage, private cloud and hyper-converged solutions, as well as the solution\u2019s value when mapped to an account\u2019s business needs.
\nExperience with hosting and hardware platforms, middleware solutions and hosting services related to servers, virtualization, storage and backup, database technologies and enterprise applications thorough understanding of storage and backup design, specifications, and testing methodologies
\nExperience in storage administration of enterprise storage configurations manufactured by OEMs such as Dell EMC, IBM, HP, Huawei and Oracle.
\nExperience in managing integrated ICT functions inclusive of ICT infrastructure, ICT applications, business intelligence, ICT architecture.
\nLeadership experience in a 24×7 operation supporting physical IT infrastructure (compute, network, storage).<\/p>\n