Head of IT Operations & Shared Services
Job & Competency Profile
Job Title Head of IT Operations & Shared Services
Department Group Information Technology
Subordinates Enterprise Applications Manager Infrastructure & Cloud Manager IT Service Delivery Manager IT Commercials, Vendor & Asset Management resources Operational Cybersecurity / IT Risk resources, where applicable Relevant support specialists, administrators, analysts and service providers within the IT Operations & Shared Services domain
Reports To Group CIO
Primary Purpose of the Job
• The Head of IT Operations & Shared Services is accountable for the effective leadership, performance, stability, security and continuous improvement of Tsebo’s core IT operations and shared technology services.
• The role leads through specialist domain managers responsible for Enterprise Applications, Infrastructure & Cloud, IT Service Delivery, IT Commercials, Vendor and Asset Management, and operational cybersecurity and IT risk controls, where applicable. While day-to-day execution is performed through these specialist domain managers, the Head of IT Operations & Shared Services remains accountable for the overall performance, governance, cost, risk, service quality and business outcomes of these areas.
• The role is responsible for ensuring that Tsebo’s enterprise technology environment is reliable, secure, cost- effective and scalable across Group functions, divisions, sites, users, vendors and countries.
• A critical focus of the role is to maximise value from the broader enterprise application landscape by driving ERP adoption, application stability, process standardisation, integration reliability, reporting accuracy and measurable business value.
• The role is also responsible for preparing, consolidating, managing and reporting on the full Group IT Budget, including Group IT domains, enterprise applications, infrastructure, service delivery, vendors, licensing, cloud, cybersecurity, divisional IT cost inputs and technology-related operational expenditure.
Working relationships
This position reports directly to the Group CIO and collaborates closely with the Head of Enterprise Architecture & Solution Design, Head of Digital, Data & AI, Head of IT PMO, Divisional IT Managers, business stakeholders, external vendors, outsourced service providers, systems integrators and technology partners.
Education/Experience/Qualifications/Skill Requirements
Qualifications : Minimum - Relevant Degree in Information Technology, Information
Systems, Computer Science, Engineering, Business Technology or
a related field.
- Minimum of 15 years professional IT experience.
- Minimum of 8 years senior IT management experience in IT
Operations, Enterprise Applications, ERP, Infrastructure, Service
Delivery or Shared Services.
- Proven experience leading through managers, team leads or
specialist domain owners.
- Proven experience in ERP implementation, ERP optimisation or
ERP value realisation.
- Strong Microsoft Dynamics 365 functional and/or operational
experience.
- ITIL certification or equivalent IT service management
experience.
- Strong background in enterprise systems, IT operations, vendor
management, IT financial management and service delivery.
Qualifications: Advantageous - Microsoft Azure or Microsoft Power Platform certification.
- ITIL certification.
- Microsoft COBIT certification or strong COBIT working knowledge.
- Cybersecurity or IT risk certification such as CISM, CRISC, CISSP or ISO 27001 Lead Implementer.
- Project management certification such as Prince2, PMBoK, PMP or equivalent.
- Dynamics 365 certification.
- Leadership or Management Development Programme.
- Postgraduate qualification in technology, business, management or related field.
- Experience operating IT services across multiple African countries or emerging markets.
- Experience in a federated or decentralised IT operating model.
- Experience in M&A technology integration and systems onboarding.
Job related work experience (career
path that should ideally be followed
before attaining this position)
- Experience leading IT Operations, Shared Services, Enterprise Applications, Infrastructure, Service Delivery or ERP teams in a complex business environment.
- Experience managing IT services across multiple divisions, locations, sites or countries.
- Experience leading through domain managers, service owners, technical leads or outsourced service providers while remaining accountable for overall delivery outcomes.
- Experience managing Microsoft Dynamics 365 or similar ERP environments from an operational, support, optimisation or value-realisation perspective.
- Experience participating in or leading ERP implementation, ERP stabilisation, ERP upgrade, ERP rollout or ERP optimisation initiatives.
- Experience improving ERP adoption, reducing manual workarounds and improving process discipline across business functions.
- Experience managing enterprise application support, application change control, systems integration and vendor support arrangements.
- Experience overseeing infrastructure, cloud, networks, end-user computing, Microsoft 365 and workplace technology services.
- Experience managing IT service delivery, service desk, ITSM processes, incident management, problem management and change management.
- Experience managing strategic IT vendors, outsourced partners, contracts, SLAs, software licensing and IT assets.
- Experience preparing, consolidating, presenting, managing and reporting on IT budgets, forecasts, accruals, cost allocations and budget variances.
- Experience driving cost optimisation across vendors, licences, cloud consumption, infrastructure, applications and outsourced services.
- Experience managing operational cybersecurity controls, access management, patching, vulnerability remediation, backup, disaster recovery and audit actions.
- Experience supporting business continuity, disaster recovery and operational resilience planning.
- Experience supporting new contracts, acquisitions, system transitions, service onboarding or M&A technology integration is advantageous.
Key Performance Areas
Objectives Key Job Outputs
IT Operations Leadership and Strategy
Execution
- Own and execute the IT Operations & Shared Services operating plan aligned to Group IT strategy and Group Strategy priorities.
- Lead through specialist domain managers across Enterprise Applications, Infrastructure & Cloud, IT Service Delivery, IT Commercials, Vendor and Asset Management, and operational IT risk.
- Remain accountable for the overall performance, stability, cost, risk, governance, service quality and continuous improvement of these domains.
- Ensure alignment to Group IT architecture, platforms, standards and policies while supporting divisional operational realities.
- Ensure domain managers have clear accountability, performance metrics, improvement plans and escalation processes.
- Report regularly to the Group CIO on operational performance, risks, issues, costs and improvement progress.
ERP, D365 and Enterprise Applications
Value Realisation
- Remain accountable for ensuring the Enterprise Applications domain delivers stable, supportable, governed and continuously improved enterprise applications.
- Provide senior leadership oversight of Microsoft Dynamics 365 operations, adoption and optimisation.
- Work with business process owners to improve ERP-enabled processes.
- Ensure ERP enhancements are prioritised based on business value, control improvement, cost reduction and operational efficiency.
- Ensure enterprise applications deliver measurable business value and remain aligned to Group standards.
Application Landscape and Integration
Governance
- Remain accountable for ensuring Tsebo’s enterprise and divisional application landscape is governed, rationalised and fit for purpose.
- Ensure applications have clear business ownership, technical ownership, vendor ownership and support models.
- Identify duplicate, underused, unsupported or high-risk applications.
- Drive application rationalisation and simplification in partnership with Enterprise Architecture and divisions.
- Ensure integrations and data flows across ERP, CRM, HR, payroll, BI, automation, IoT, POS and divisional systems are stable, monitored and governed.
- Partner with Digital, Data & AI to resolve data quality issues at source.
Infrastructure, Cloud and End-User
Computing Oversight
- Remain accountable for ensuring the Infrastructure & Cloud domain delivers secure, scalable, resilient and cost-effective infrastructure services.
- Ensure cloud, networks, servers, hosting, connectivity and end-user computing services support offices, client sites, remote sites and regional operations.
- Ensure device lifecycle, endpoint management and workplace technology are effective.
- Ensure backup, disaster recovery and business continuity capabilities are in place, tested and reviewed.
- Ensure Microsoft 365, identity platforms, endpoint protection and collaboration tools are reliable and secure.
- Ensure infrastructure services align with Enterprise Architecture, cybersecurity standards and business requirements.
IT Service Delivery Oversight - Remain accountable for ensuring the IT Service Delivery domain delivers responsive, measurable and business-aligned IT support.
- Define service levels, escalation paths, support procedures and communication standards.
- Ensure service desk and field support performance meet agreed service expectations.
- Improve first-contact resolution, ticket turnaround times and user satisfaction.
- Monitor ticket volumes, backlog, ageing, root causes and SLA performance.
- Ensure major incidents are managed with clear ownership and business communication.
- Ensure ITSM tooling is used effectively to improve visibility, accountability and service performance.
Financial Management, Group IT
Budget and Cost Optimisation
- Own the preparation, consolidation, management and reporting of the full Group IT Budget across Group IT domains, shared services, enterprise applications, infrastructure, service delivery, IT vendors, licensing, cloud, cybersecurity, divisional IT cost inputs and technology-related operational expenditure.
- Lead the annual Group IT budgeting process in line with Group Finance timelines, budget principles and approval requirements.
- Work with domain managers, Divisional IT Managers, Finance, Procurement and the Group CIO to build a complete and accurate Group IT budget.
- Manage Group IT costs against approved budgets, forecasts and financial targets.
- Provide regular reporting on actual spend, forecast spend, variances, risks, savings opportunities and cost pressures.
- Drive cost containment, cost optimisation and value-for-money across vendors, licences, cloud consumption, support contracts, infrastructure, applications and outsourced services.
- Ensure accurate invoice review, payment requisition sign-off, accrual management and cost allocation.
- Develop and evaluate IT business cases for new investments, renewals, upgrades and service changes.
IT Commercials, Vendor and Asset
Management
- Remain accountable for ensuring IT Commercials, Vendor and Asset - Management delivers effective vendor governance, asset
management, licence management and IT cost tracking. - Manage strategic IT vendors, outsourced partners and service
providers through structured governance. - Ensure service provider relationships are regularly reviewed and
service levels are achieved. - Manage outsourcing agreements and identify opportunities for
improved value, service quality and cost efficiency. - Partner with Group Procurement, Finance and Legal on IT sourcing,
renewals and commercial negotiations. - Ensure contract lifecycle management, including renewal dates,
obligations, risks, pricing and exit considerations. - Drive vendor consolidation, licence optimisation, cloud cost
optimisation and cost reduction.
Cybersecurity, Risk and Compliance - Remain accountable for ensuring operational IT risk is managed in line with Group policy, audit requirements and good practice.
- Ensure IT controls, risk management practices and operational governance are maintained and improved.
- Embed cybersecurity controls into infrastructure, applications, ERP and service delivery.
- Ensure access control, user account management, privileged access and joiner/mover/leaver processes are effective.
- Ensure endpoint protection, firewalls, vulnerability remediation and patching are managed through the relevant domains.
- Manage IT audit requirements and ensure findings are addressed. Support POPIA and country-specific data protection requirements.
- Ensure business continuity and disaster recovery plans are maintained, rehearsed and improved.
- Chair or participate in the IT Change Advisory Board.
Project, Change and Operational
Readiness
- Remain accountable for ensuring IT Operations and Shared Services are ready to support new systems, projects and technology changes.
- Support IT projects and programmes where operational delivery, ERP, infrastructure or enterprise applications are affected.
- Ensure operational requirements are considered during project design and delivery.
- Ensure new systems and enhancements have support models, documentation, training and ownership before go-live.
- Support ERP implementation, ERP rollout, systems integration and post-implementation stabilisation.
- Work with PMO to ensure project benefits, risks, service impacts and business readiness are effectively managed.
- Ensure lessons learned are captured and used to improve future implementations.
People and Capability Management - Lead, organise and manage domain managers, staff, contractors and service partners in the delivery of IT services.
- Define key result areas and performance expectations for direct reports. Conduct regular performance and development reviews.
- Ensure appropriate skills levels are maintained across IT Operations and Shared Services.
- Develop succession and capability plans for the IT operations function.
- Build a culture of service, accountability, continuous improvement and business partnership.
- Coach domain managers to improve leadership, stakeholder management and execution discipline.
Competency Profile
The following primary competencies are required for effective job performance:
• Technical / IT Operations Skills: - IT operations management and shared services leadership. - Microsoft Dynamics 365 operational support and optimisation. - ERP adoption and value realisation. - Enterprise application support and application lifecycle management. - Infrastructure, cloud, networking and end-user computing oversight. - Microsoft 365, Azure, Power Platform and related Microsoft ecosystem knowledge. - IT service management and ITIL-aligned processes. - Service desk, incident, problem, change and request management. - Vendor, SLA, contract and outsourcing management. - IT commercial management, software licensing and asset management. - Group IT budget management, forecasting, accruals and cost optimisation. - Cybersecurity operations, access control, patching, backup and disaster recovery. - Systems integration, data flows and source-system reliability. - IT governance, audit and risk management.
• Analytical Skills - Ability to translate IT operational performance into business impact. - Ability to identify cost, service, vendor and system improvement opportunities. - Ability to analyse budget variances, cost drivers, service metrics and vendor performance. - Ability to identify recurring incidents, root causes and permanent corrective actions. - Ability to assess ERP adoption issues, manual workarounds and application support challenges. - Ability to interpret operational risks and prioritise remediation actions. - Ability to evaluate business cases, investment requests and technology cost-benefit trade-offs. - Ability to consolidate multiple domain inputs into clear executive reporting and decision recommendations.
• Non-Technical Skills - Strong leadership and people management capability. - Ability to lead through domain managers and specialist service owners while remaining accountable for
outcomes. - Strong stakeholder management and business partnering. - Clear executive-level communication and reporting. - Strong vendor management and commercial negotiation capability. - Practical, pragmatic and outcome-focused. - Strong governance mindset with balanced service delivery focus. - Ability to work across Group and divisional structures. - Ability to manage multiple priorities, escalations and operational pressures. - Strong problem-solving and decision-making ability. - Cost-conscious and commercially disciplined. - Service-oriented and continuous improvement focused.