Head of IT: Technical Operations Manager

We are seeking a highly organized and disciplined Technical Operations Manager/Director to lead our dynamic technical teams including the development team, sysadmin team, and advanced technical support.

Job Purpose

The Director of Technological Enablement will plan, coordinate, execute technical processes, manage operations and projects to completion, and ensure services are efficient. The ideal candidate will possess exceptional leadership skills, a strong sense of structure, and a keen ability to measure and ensure progress across multiple teams. This individual will be responsible for maintaining high standards of quality and productivity, while ensuring that deadlines are consistently met.

Key Performance Areas/Responsibilities:

• Oversee and manage the day-to-day operations of the development team, sysadmin team, and advanced technical support team, assessing current operations and evaluating areas for improvement across the customer life cycle.
• Develop and implement strategic plans to achieve departmental goals and objectives.
• Establish and maintain clear metrics for measuring team performance and progress.
• Hold team members accountable for meeting quality and quantity standards, as well as deadlines. Resolve and escalate issues, conflicts, and misalignment within the teams as needed.
• Provide guidance and support to team members, fostering a collaborative and productive work environment.
• Collaborate with other departments to ensure alignment of technical operations with overall business objectives.
• Infrastructure and scalability: Identify areas for process improvement and implement solutions to enhance efficiency and effectiveness, as well as managing and optimizing infrastructure.
• Stay current with industry trends and best practices to continuously improve team performance and capabilities. Identify new technology solutions and work closely with business owners to forecast future needs required to ensure alignment of IT processes according to best practice.
• Disaster Recovery and Business Continuity: Develop and implement disaster recovery and business continuity plans to minimize downtime during crises and safeguard data integrity. Being prepared for the unexpected is essential.
• Equipment life cycle management: Ensure the decommissioning and disposal of outdated and obsolete equipment.
• Ensure that infrastructure service platforms and/or software are efficiently utilized, the cost to operate and support the platforms aligns with business expectations, and that all regulatory and compliance requirements for all platforms are met.
• Partner with different lines of Business and Channels to deliver an integrated roadmap for the delivery of automation capabilities on projects.
• Have input and oversight of product strategy and its alignment to overall business strategy, monitoring product performance against technological advancements, customer needs, and market trends.
• Security and Risk Management: Implement and oversee security best practices to safeguard company assets and data.
• Vendor Relationships: Manage vendor relationships to ensure optimal performance and alignment with organizational objectives.

Requirements:

• Bachelor's degree in computer science, engineering, or a related field (Master's degree preferred).
• Proven experience of at least 5 years in a technical operations management role, preferably in a fast-paced tech environment.
• Strong leadership and communication skills, with the ability to motivate and inspire team members.
• Exceptional organizational and time management skills, with a keen attention to detail.
• Proficiency in project management methodologies and tools.
• Solid understanding of software development lifecycle and infrastructure management.
• Ability to thrive in a dynamic and challenging work environment.
• Experience working with cross-functional teams and managing stakeholder expectations.
• Familiarity with agile methodologies and continuous improvement processes.
• Certification in project management (e.g., PMP, PRINCE2, PMBOK) is a plus.

Benefits:

• Competitive salary and benefits package.
• Collaborative and inclusive work culture.