Group Infrastructure & Operations Lead - Johannesburg at Nando's

Minimum Requirements

• Relevant degree or equivalent NQF level 7 and above in information technology or Computer Science is required
• Proficiency in project management methodologies and tools
• Possession of relevant certifications such as ITIL,  or Six Sigma would be advantageous
• Comfortable working with ambiguity where persuasion and relationships are just as important as direction and task.
• Able to fully embrace and support the unique Nando’s culture – Cultural alignment is vital.
• Self-motivated and self-directing comfortable working with remote management.
• Comfortable working in a global environment with people based in other countries and across time zones.
• Experience of working in a multinational company
• Proven track record in managing outsourced service desks and nurturing third-party relationships within a global context.
• Thorough understanding of Infrastructure and Operations (I&O) processes and methodologies.
• Outstanding communication and interpersonal skills, coupled with the ability to establish rapport and influence stakeholders across various levels.
• Demonstrated leadership acumen, showcasing a history of driving change and delivering results.
• Strategic mindset with the capability to develop and execute long-term plans in alignment with business objectives.

Duties and Responsibilities

Third-Party Relationship Management:

• Cultivate and maintain productive relationships with third-party partners to uphold service level agreements (SLAs) and performance standards.
• Conduct regular performance evaluations and collaborate with vendors to drive continual enhancements.
• Continually ensure value for money in all services being delivered.
• Lead the negotiations for third party contracts from time to time, ensuring competitive cost assessments and benchmarking.
• Community Engagement and sustaining culture
• Establish and nurture a community of interest focused on Infrastructure and Operations, promoting collaboration and knowledge exchange among global Markets.
• Create a willing coalition across markets to drive further service consolidation into South Africa where it makes sense to do so from an operational, commercial and/or changing lives perspective.
• Drive enthusiasm and involvement in the vision to embed I&O processes in South Africa.
• Maintain and extend the unique Nando’s culture into our South African delivery partner, maintaining contact with the teams and making them feel part of the Nando’s family.
• Vision Implementation and innovation
• Collaborate closely with stakeholders to grasp business requirements and translate them into actionable strategies.
• Encourage the adoption of industry best practices and standards across business units to optimize operations.

Roadmap Development:

• Formulate and lead the deployment of a strategic roadmap of initiatives for migrating additional services to South Africa where it makes sense to do so, aligning with overarching business goals, and backed with robust business cases. Obtaining the buying from Market CIO’s and working with them to ensure a smooth and effective transition.
• Identify opportunities for process optimization and automation to streamline operations and bolster service delivery.
• Continually review operations, process and capability to ensure the cost-effective deployment of labour. Taking every opportunity to drive continuous service improvement.

Global Service Management:

• Ensure compliance with global service management standards and protocols, encompassing incident management, problem resolution, change management, and service transition.
• Collaborate with cross-functional teams to address escalated issues and mitigate risks effectively.

Performance Monitoring and Reporting:

• Monitor key performance indicators (KPIs) and metrics pertinent to all relevant service operations, pinpointing areas for improvement and proactively implementing corrective actions.
• Prepare regular reports and presentations for senior leadership, offering insights into service performance and outlining achievements and challenges.
• Actively track and report on Benefits achieved within your responsibilities.

Reporting line and team collaboration

• Reporting into the group head of Technology based in the UK, the role holder must be comfortable with being managed remotely and act as part of a global group team.
• Working constructively with Peers in the group technology team especially the Global head of technology delivery and the group CISO.
• Work collaboratively with in Market IT leadership teams and local service delivery teams. Engaging them in constructive debate to identify opportunities and making the case for change.