General Manager: IT Services

Reporting Line

Chief Executive Officer

Main Job Purpose

Act as both a technology and business expert, making decisions that will impact the current and future operations of Diopoint. Combine excellent sales and consultative skills with an expert understanding of advanced and emerging technologies with Diopoint’s service offerings. You will engage with employees, contractors, stakeholders, and customers to ensure our company’s 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’s vision You will have the opportunity to build an in-depth understanding of Diopoint’s business and technological issues and implement organisational strategies that drive adoption of change. Build credibility and trust with Diopoint’s stakeholders and provide knowledge that addresses individual and unique business needs. You will serve a combined inward- and outward-facing function. Inward – you will focus 3-5 years into the future to anticipate Diopoint’s customer requirements and synthesize those into solution requirements across multiple Diopoint 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 Diopoint’s services at all levels within customer and partner organisations.

Minimum Desired Qualifications

  • National Senior Certificate (Grade 12) 
  • Bachelor, honour, master or doctorate degree in ICT, Software and/or Telecom.
  • MBA
  • PRINCE2/PMP/PMI certification
  • Dell Accreditation in Storage and Back-up

Minimum Desired Experience

  • 10 years’ senior management experience
  • Proven track record and ability to formulate and execute ICT strategy and operational plans at organisational level.
  • Proven track record in managing ICT operations at an organisational level.
  • Practical understanding of virtualization, big-data, security, data storage, private cloud and hyper-converged solutions, as well as the solution’s value when mapped to an account’s business needs.
  • Experience 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
  • Experience in storage administration of enterprise storage configurations manufactured by OEMs such as Dell EMC, IBM, HP, Huawei  and Oracle.
  • Experience in managing integrated ICT functions inclusive of ICT infrastructure, , ICT applications, business intelligence, ICT architecture.
  • Leadership experience in a 24×7 operation supporting physical IT infrastructure (compute, network, storage).

Minimum Desired Competencies

  • Exceptional written and oral communication skills with ability to coordinate work activities with remote teams
  • Strong analytical and conceptualization skills (e.g., the ability to “join the dots”, and communicate this at multiple levels)
  • Working effectively within local and distributed teams
  • Excellent planning, interpersonal, problem solving, leadership skills. 
  • Knowledge of technological trends to build strategy
  • Understanding of budgets and business-planning
  • Ability to conduct technological analyses and research
  • Effective and productive collaborator to drive cross-functional initiatives
  • Excellent analytical and problem-solving skills to facilitate data-driven decision-making, with a proven track record of iteration and experimentation
  • Must have an executive presence and proven leadership skills to apply when partnering and engaging with executive-level leaders with constructive confrontation and collaboration.

Responsibilities and Accountability

  1. Achieve Sales Plan objectives by actively selling Diopoint solution and service offerings through:
    • prospecting new accounts
    • developing and maintaining customer support
    • identifying customer requirements
    • performing customer care calls to ensure customer satisfaction
  2. Establish 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.
  3. Develop, align and execute department strategy with the company’s overall strategy. 
  4. Create added value for the customers and Diopoint and ensure the successful outcome of transactions, contracts, and proposals by using effective sales techniques. Communicate details in accordance with Diopoint’s offering and strategy (delivery time, payments, and general terms and conditions).
  5. Ensure efficient marketing activities and value proposition to customers.
  6. Identify and drive the development of new market opportunities in the designated market and ensure know-how sharing and cross-collaboration.
  7. Plan, organize, schedule, and supervise the day-to-day technical support activities, including troubleshooting, customer service issues, approvals, and installations.
  8. Measure, monitor, and maintain team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
  9. Lead the development, management, and execution of the ICT strategy and provide input into the overall strategy, policy, and decision-making direction of Diopoint.
  10. Ensure the alignment of the ICT strategy with the requirements of all relevant Business Units through the development and execution of strategic performance agreements.
  11. Set and drive comprehensive goals and objectives for performance to support strategy and objectives.
  12. Develop and execute a multi-faceted plan to creating, sharing, and managing the knowledge/information across.
  13. Develop 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.
  14. Ensure the mitigation of ICT Management’s 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.
  15. Responsible for the coordination and maintenance of quality risk management in line with Accreditation and regulatory requirements.
  16. Monitor changes in legislation and the regulatory environment and ensure that appropriate operational controls are implemented to address new requirements.
  17. Lead the overall financial performance and improvement of efficiency in service delivery within the ICT environment.
  18. Develop 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.
  19. Facilitating alignment of the team; managing non-performance, driving a customer-centric performance culture, setting appropriate KPA’s and ensure the cascading thereof throughout the ICT environment and driving their achievement; inspiring commitment; encouraging mutual support, and enabling development opportunities.
  20. Identify and mitigate internal systems and procedural barriers to enhance excellent customer service.
  21. Build and maintain effective internal and external stakeholder relationships for the purpose of expectations management, knowledge sharing, and integration, and to manage Diopoint’s reputation.
  22. Build and manage strategic supplier database. Ensure at all times that supplier and product requirements are met
  23.  Develop and implement processes within the department and ensure alignment with the company’s vision and mission.

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