• Implement processes, which build customer service delivery excellence and encourage others to provide exceptional service.
• Create and maintain working relationships with a variety of stakeholders for purposes of expectation management, knowledge sharing, and integration.
• Translate business IT requirements into implementable solutions & continuously monitor to ensure operational continuity and effectiveness.
• Ensure adequate unit, system integration and post-implementation unit tests are performed for all configuration and development tasks. Ensure testing yields an acceptable level of performance for the changes being delivered.
• Assess, identify, and mitigate potential risks within the IT function by complying with technology business policy and process requirements (SDLC and change/release management process definition) to ensure operational performance.
• Design relevant IT Solutions and product specifications and architecture in accordance with agreed standards against the requirements and approved by the appropriate governance forums.
• Analyze and/or identify problems/requirements to determine impact, patterns and trends, best-fit alternatives, and best practice solutions. Determine the estimated resources and timelines required to deliver the required functionality.
• Oversee and manage all technical support requests escalated and ensure effective resolution within the Service Level Agreement.
• Implements functional IT strategy in support of business objectives with a particular focus on operational and service excellence.
• Participate in specialist communities of practice and contribute positively to own and organizational knowledge improvement.
• Support effective teamwork within the function. Participate and collaborate across teams.
• Plan and manage performance, skills development, employment equity, talent and culture of the team in order to improve innovation, achieve efficiencies and increase competencies

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