Job Purpose

The IT Manager will be responsible for the end-to-end ownership of managing technology operations across all Sigma SA domestic clients and sites. The IT Manager will secure network and systems infrastructure for Sigma SA users and its South African based clients.  

The incumbent will ensure that all technical services delivered by Sigma to internal stakeholders and external clients are efficient, reliable and scale to support Sigma’s growth in the region.

• Continuously improve the planning, delivery, and monitoring of its technical services, to exceed customer expectations in terms of quality and SLA compliance, whilst maintaining all contractual obligations.
• To ensure that all network components and configurations in the South Africa region are performing as designed, are available, secure, and well documented.
• Efficient service delivery of multiple client relationships in line with the agreed service level agreements.
• Manage Customer Relationship and act as a first Point of Contact for any Process / Functional Escalations.
• To ensure that local technical services teams operate to ITIL best practice and provide advice and guidance relating to industry best practices in service delivery disciplines.
• To monitor service level metrics, KPIs and targets for South Africa IT services.
• Identify trends leading to improvements in the service delivery as experienced by staff and clients locally.
• Reporting monthly and quarterly service performance from South Africa.
• Manage the incident management process/service in South Africa.
• Ensure consistent high performance of regional network infrastructure and to ensure future demand is met.
• Work to assess risk and reduce incidents of technical disruption that could seriously impact the delivery of Sigma’s technical services.
• Drive Sigma to achieve certification for ISO22301 and develop the business continuity management system (BCMS) in line with the existing ISO27001 information security management system (ISMS).
• Act as an escalation point for South Africa clients. Assist with onboarding of new clients and ensuring they understand the contact channels and procedures for technical incidents.
• Delivery of change management processes by technical teams with remit to work with outsourced service provider to make improvements and improve change process adherence as required. Promote awareness of major changes and their potential effects on service level adherence.
• Develop, implement, and ensure compliance with policies and procedures. Document all processes, creating standardized templates as required.
• Project manage key projects delivered by the IT Department or to which the IT Department contributes.
• Hands-on configuration of network switches/router, firewalls, Microsoft servers, desktop devices and telephony, if necessary, agreed and in collaboration with Sigma’s outsourcing partner in the region.

• Minimum of 5 years’ experience in an IT Service environment within a fast-paced contact centre environment 
• Business degree in Information Technology or a related field
• Knowledge of and IT Certifications for ITIL, Microsoft
• Knowledge of information security (ISO27001/PCI) and compliance
• Knowledge of Windows 10, Windows Active Directory, Windows server
• Extensive technical experience in IT including systems administration
• Experience in IT service management
• Experience in computer networking
• Experienced negotiator and client/stakeholder management
• Team leadership including experience in leading virtual teams
• Experience of SLA definition and management
• Experience of IT contingency planning and business continuity
• Strong experience with business systems and related technologies.

Competencies:

• Examining Information
• Interpreting Data
• Developing Expertise
• Adopting Practical Approaches
• Exploring Possibilities 
• Developing Strategies 
• Producing Output
• Articulating Information
• Meeting Timescales 
• Upholding Standards

About Sigma Connected, part of the Digicall Group

Sigma Connected is a multi-award-winning Business Process Outsourcing (BPO) provider that specializes in outsourced (white-label) contact centre services, business process outsourcing, training and consultancy services, collections, complaints handling, customer services and vulnerable customer support services. 

Founded in 2011, Sigma employs over 4,000 people and is expanding its operations from state-of-the-art contact centres in the UK, Australia, and South Africa. 

At Sigma Connected, we believe in serving people and changing lives. Through a diverse and inclusive service offering and partner network, we believe that whatever our clients need, we have a solution for them. Our business is to be there for our clients when it matters most. 

Sigma is part of the Digicall Group which is a South African owned and based company providing a range of services in diverse segments such as insurance claims administration, claims assessment and adjudication, supply chain management and tailor-made bespoke solutions which meet customer demands in a responsible, cost-effective and sustainable way.

Diversity and Inclusion

Sigma Financial Group is committed to promoting a diverse and inclusive workplace.
We have a range of inclusive employment policies, employee engagement forums, an employee continuous improvement project, wellbeing facilities, mental health first aiders and an employee assistance programme to support all our people irrespective of background.
We are proud to be a disability confident committed employer and a member of the mental health charter.
Our aspiration is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel valued and able to give their best.

Core Values:
Sigma has created four core values that the business and all employees stand by, they help drive our behaviours and what our brand stands for.
#Always Learning – because the more we learn the more we achieve
#Always Adapting – because flexibility creates opportunity
#Always Together – because we are part of our community, not apart from our community
#Always Better – because we do more