PURPOSE & OVERALL RELEVANCE FOR THE ORGANIZATION

As our Tech Infrastructure Manager, you will be responsible for managing and maintaining the organization's IT infrastructure, ensuring seamless operations and driving innovation. Your role will involve a combination of hands-on technical support, service management and project 
management tasks to deliver exceptional results, enhancing the efficiency and reliability of the 
company's technology systems. This is a high-impact role where you'll make a real difference. Local travel within South Africa may be required.

KEY RESPONSIBILITIES

Service Delivery Management
• Responsible for day-to-day IT services, ensuring business systems are operating effectively.
• Implement infrastructure to support business needs and ensure customer satisfaction.
• Retail store lifecycle projects for new openings, remodels and closures, as well as events.
• Monitor the organization's office and retail infrastructure, managing network outages with the 
global support teams to minimize downtime and disruption to business.

Business Analysis
• Ensure that the appropriate mix of people, processes, and technology are in place to provide value.
• Identify, support and drive IT innovations and standard, best practice IT solutions.
• Evaluate emerging technologies and make recommendations for IT infrastructure improvements 
to enhance operational efficiency.
• Investigate operational needs and problems, and opportunities, contributing to the 
recommendation of improvements in automated and non-automated components of new or 
changed processes and organization.

Service Level Management
• Monitor service delivery, performance metrics and liaise with managers and customers to ensure 
that service level agreements are not breached without the stakeholders being given the 
opportunity of planning for a deterioration in service.
• Follow-up to ensure that end-user IT requirements or issues are resolved promptly for optimal 
performance.

Stakeholder and Vendor Management
• Manages internal and external stakeholders through appropriate communication and reporting.
• Manage external vendor and service provider relationships.

Release and Deployment
• Collaborate with internal teams to identify IT requirements for upcoming projects and provide 
technical expertise during project planning and execution.
• Execution of global infrastructure rollouts in partnership with the functional infra-areas to 
completion so that expected business benefits are realized.
• May carry out early life support activities such as providing support advice to initial users.

Service Acceptance
• Engage with project management to confirm that products developed meet the service acceptance 
criteria and are to the required standard. 
• Feed into the change management processes.

People / Resource Management
• Ensure appropriate leadership skills are present through creating a motivational and supportive 
work environment in which employees are coached, trained and provided with career opportunities 
through development.
• Allocate tasks to the respective team members considering experience, complexity, workload, and 
organizational efficiency.
• Continuously monitor and evaluate team workload and organizational efficiency with the support of 
IT systems, data analysis and team feedback, making appropriate changes to meet business needs.
• May be involved and provide input on hiring decisions.

KEY RELATIONSHIPS
• Global IT, Market and Infrastructure Delivery Hubs
• Business Tech Consultants / Analysts and Project Managers
• Respective business functions (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail)
• External vendors and service providers

KNOWLEDGE, SKILLS AND ABILITIES
• Ability to translate business requirements into cost efficient IT solutions.
• Experience in managing and leading small/medium sized IT projects.
• Technical proficiency and awareness.
• Familiarity with Agile / ITIL framework and IT service management principles.
• Experience with cloud computing platforms (e.g., AWS, Azure) and virtualization technologies

REQUISITE EDUCATION AND EXPERIENCE / MINIMUM QUALIFICATIONS
• 5+ years’ experience in ITSM with at least 2 years of experience in a team management role.
• Degree in Computer Science, Information Technology, or equivalent practical experience.
• Proven experience with retail sales tech and project delivery in a corporate environment.
• Strong knowledge of infrastructure operations, service management, networking, 
hardware/software and security best practices.
• Proficiency in project management methodologies and tools.
• Excellent communication skills and the ability to work effectively in a team environment.
• Understanding of different cultures, and ability to work with people from other functions/markets.