Midrand: Senior Manager: Business & Technical Services posted by 3L Consulting (Pty) Ltd

About the Role

The Senior Manager: Business & Technical Services role at 3L Consulting (Pty) Ltd is a critical leadership position that sits at the core of business and IT integration. The successful candidate will play a key leadership role in aligning IT service delivery with business objectives, ensuring system reliability, and driving continuous improvement across service, infrastructure, and support environments.

Key Responsibilities

• Ensure continuous improvement of customer satisfaction through effective IT service delivery and support strategies
• Oversee Helpdesk and user support services, ensuring SLA targets are consistently met or exceeded
• Monitor service desk performance, incident trends, and IT request volumes, leveraging data-driven insights to proactively identify systemic issues and drive continuous service improvement
• Lead incident, problem, and root cause analysis to drive proactive issue resolution and service improvement
• Ensure IT services enhance end-user productivity and overall business performance
• Maintain accurate and up-to-date technical documentation and shared knowledge bases

• Oversee IT infrastructure including networks, servers, applications, and telephony systems to ensure maximum uptime
• Lead system upgrades, patching, deployments, and installations with minimal business disruption
• Ensure timely replacement and lifecycle management of end-of-life equipment
• Oversee database maintenance, performance, and enhancements across business-critical platforms, including customs and regulatory systems
• Ensure configuration management processes are executed accurately and consistently
• Lead planning and execution of system, network, and application deployments aligned to business requirements
• Ensure all technical projects and system implementations meet defined milestones, timelines, and business requirements

• Own and govern the country-level Disaster Recovery Plan (DRP), ensuring full organisational readiness, resilience, and tested recovery capability across all critical systems
• Proactively assess and communicate technical risks and implement effective mitigation strategies
• Ensure compliance with ISO standards, internal policies, and infrastructure governance frameworks
• Ensure alignment with data protection regulations (e.g. POPIA, GDPR equivalents) in partnership with the Data Protection Officer (DPO)
• Lead structured change management processes to minimise risk and prevent unplanned downtime
• Ensure all changes follow structured governance processes, including impact assessment, risk evaluation, defined acceptance criteria, and controlled testing and implementation
• Support the Data Protection Officer (DPO) in ensuring compliance with data protection regulations and proactively communicate technical risks impacting data security and privacy

• Build and maintain strong relationships with internal and external stakeholders to ensure alignment between business and IT
• Influence stakeholder buy-in and commitment to initiatives through effective engagement
• Ensure business requirements are clearly defined and translated into effective technical solutions
• Align local performance with regional and global standards, reporting frameworks, and service expectations

• Lead, develop, and manage high-performing technical and support teams
• Ensure appropriate staffing levels aligned to operational and project requirements
• Drive a culture of accountability, service excellence, and continuous improvement
• Recruit, coach, and develop talent to maximise team performance and capability
• Provide strategic leadership to define, implement, and enforce SOPs, SLAs, and performance frameworks across IT service delivery

Requirements

• Education: Degree in Information Technology, Computer Science, Business Management, or a related field
• Experience: Minimum 8+ years experience in IT service management, technical operations, or business systems support
• Experience: Minimum 6 years experience in a senior leadership or management role
• Strong experience in IT service delivery frameworks and infrastructure management
• Proven experience managing SLAs, OLAs, and service performance environments
• Solid understanding of incident, problem, and root cause analysis processes
• Experience in risk management, business continuity, and disaster recovery planning

Qualifications

• ITIL
• PMP or equivalent project management certification
• COBIT
• ISO-related certifications

Salary & Benefits

A competitive total target compensation package is offered, aligned with the seniority and scale of the role.