Woodlands Dairy is seeking a dynamic and experienced ICT Operations Manager to lead and drive our ICT strategy across multiple teams. This pivotal role will report directly to the Chief Information Officer (CIO) and will be responsible for ensuring the effective delivery of ICT services across the Woodlands Dairy Group. The successful candidate will oversee key areas including End User Computing, Infrastructure (Networking, Server & SQL), and ICT Security. 

The ICT Operations Manager will be accountable for ensuring service level targets are consistently met or exceeded, aligning technology strategies with departmental goals, and managing the performance and development of ICT staff. This role requires a strategic thinker who can manage ICT orders, governance targets, and operational strategies while proposing cost-effective solutions to mitigate risks and enhance the ICT estate. 

Key responsibilities:  

Management of stock and assets, implementing and reviewing business processes and solutions, resolving technical issues through root cause analysis, and ensuring adherence to the ICT governance framework. The manager will also serve as the primary escalation point for operational support issues, including after-hours support, and will be instrumental in driving continuous improvement and customer satisfaction across the organization. 

The role demands effective vendor management, incident and problem resolution, and robust availability and capacity management in line with ITIL practices. The successful candidate will maintain comprehensive knowledge management systems, oversee budget and documentation management, and ensure the proactive design, implementation, and maintenance of IT infrastructure. Additional responsibilities include developing IT policies, disaster recovery planning, system monitoring, and enhancing data security through strategic solutions. 

Experience and Skills: 

Candidates must possess a minimum of an undergraduate degree in technology, an ITIL certification, and at least five years of experience in an ICT management role overseeing a team of 10 or more. Strong analytical, conceptual, prioritization, and delegation skills are essential, along with the ability to communicate effectively at all levels. 

Technical expertise should include virtualization (On-premises and cloud), ICT security, business continuity, ERP systems, threat and vulnerability management, business process mapping, project management, Microsoft 365, endpoint and firewall management, networking, and DNS/DHCP/Active Directory. 

Additional Skills: 

We are looking for a leader with strong technical proficiency, strategic thinking, risk management capabilities, and the ability to manage IT projects from inception to completion. Experience in the FMCG sector and budget management will be advantageous.