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IT Manager

2 hours ago5 views
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General Details
Location:
Greyville, Durban City
Advertised By:Agency
Company Name:Executive Placements
Job Type:Full-Time
Description
Key Responsibilities :

Technology availability, stability, and incident management
  • Ensure high availability of all production systems supporting operations (voice, CRM, diallers, WFM, QA tools, reporting, connectivity)
  • Own incident management end-to-end: triage, escalation, resolution, RCA, and preventative actions.
  • Maintain a live operational risk register for IT and communicate exposure to Ops leadership.
  • Implement monitoring, alerting, and redundancy standards appropriate for a multi-shift BPO.
Contact centre system performance and optimisation
  • Manage and optimise contact centre platforms (ACD/IVR, predictive diallers, VoIP/SIP, call recording, QA, and omni-channel tools
  • Partner with Operations and WFM to design routing, campaigns, and capacity models that protect SLA and cost.
  • Lead UAT, release control, and change management for system upgrades or new campaign launches.
  • Diagnose and fix system-driven performance drag (latency, call drops, login issues, desktop instability).
  • Define and monitor Key Performance Indicators (KPIs) for IT services (uptime, mean time to repair, first-call resolution, user satisfaction, cost per user)
Information security, compliance, and risk control
  • Maintain compliance with POPIA, client info security standards, and any sector rules (e.g., FAIS where relevant).
  • Run security awareness with Ops and HR; respond to security incidents and audit findings
  • Ensure business continuity (BCP) and disaster recovery (DR) plans are in place, tested and maintained.
  • Ensure secure handling of recordings and customer data across storage and transmission.
  • Lead the cybersecurity strategy: threat assessment, risk management, incident response, penetration tests and security monitoring.
IT service delivery, stakeholder support, and vendor management
  • Provide reliable IT support aligned to operational hours and urgency.
  • Manage SLAs with telecoms, network, and software vendors; drive accountability on uptime and turnaround times
  • Own IT asset lifecycle: procurement, configuration, deployment, refresh, and disposal
  • Produce weekly IT performance reporting for Ops and client governance where required
  • Manage vendor suppliers for IT operations, strategic initiatives, maintenance contracts and remote/outsourced services; ensure contracts deliver and meet SLAs.
Strategy and Leadership
  • Develop and maintain an IT strategy that supports the BPOs growth, service delivery model, operational efficiency, scalability and digital transformation.
  • Lead cross-functional collaboration (operations, HR, finance, compliance, risk) to ensure IT supports business processes, service delivery, compliance and innovation.
  • Align IT strategy wi
    https://www.executiveplacements.com/Jobs/I/IT-Manager-1255084-Job-Search-01-23-2026-04-10-51-AM.asp?sid=gumtree
Id Subtitle 1347768290
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Executive Placements
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