About Us Silica provides outsourcing and technology services to the retail investmentmarket, as well as a unique wealth management platform and administration solution to enhance thecustomer experience.

Effective administration of wealth management products requiresresources with specialized knowledge and access to leading edge technology.

Silica'sstrategy is to build a sustainable and profitable Business Process Outsourcing and Technologybusiness, capable of providing superior administration services to a global retail investmentmarket, whilst leveraging off a low cost operating environment and our established platform clientbase in South Africa.
Increasingly, organisation’s offering wealth management productsare outsourcing this key aspect of their business to ensure cost-effective services and guaranteedreliability.

Silica has successfully built administration services for products acrossthe investment universe and across multiple geographic destinations. Our financial administrationbusiness has managed to build a capability that continues to add real value to ourclients.About Us Silica provides outsourcing and technology services to the retail investmentmarket, as well as a unique wealth management platform and administration solution to enhance thecustomer experience.

Effective administration of wealth management products requiresresources with specialized knowledge and access to leading edge technology.

Silica'sstrategy is to build a sustainable and profitable Business Process Outsourcing and Technologybusiness, capable of providing superior administration services to a global retail investmentmarket, whilst leveraging off a low cost operating environment and our established platform clientbase in South Africa.
Increasingly, organisation’s offering wealth management productsare outsourcing this key aspect of their business to ensure cost-effective services and guaranteedreliability.

Silica has successfully built administration services for products acrossthe investment universe and across multiple geographic destinations. Our financial administrationbusiness has managed to build a capability that continues to add real value to ourclients.

TheRole Overall

Manage and take ownership of all Silica’s ITService Desk Operations, which encompass the key IT disciplines, of service delivery, incidentmanagement, SLA management, client delivery, communications, IT risk and securitymanagement.
Design and execute an IT Service Desk strategy appropriately aligned to Silica’sbusiness strategy.
Ensure regular reporting on all aspects of IT operations to Silicamanagement.
Initiate and deliver on projects that will improve IT Operations service delivery to Silicausers.

General Management

Guide and mentor team leader (Service Desk/IT Support) and managetheir performance
Effective resource management and planning
Ensure that staff skill levels are of the higheststandards to support technical and business needs and to deliver Silica IT operations.
Ensure thatperformance reviews in all teams are completed in line with Silica HR policy.
Drive effective strategies inthe IT Service Delivery department and ensure these are aligned to the overall IT Operations andBusiness strategies



Key Accountabilities Service Delivery

Ensure that IT service delivery meets and exceeds the needs of Silica usersand drive a risk-conscious, Service-Oriented culture within the IT Operations teams.
Ensure delivery andavailability of the operations services and components to the business
Ensure that all requests forservice are accurately logged and appropriately prioritized on the service desk system and thatthese are properly managed and fulfilled
Ensure regular engagement with business leaders to address servicedelivery issues and improve IT Operations service delivery to Silica.
Mentor and Guide Service Desk &IT Support staff
Build a Service Desk competency and strategy with the business
Manage SLA’s with thebusiness and clients and ensure these are met
Manage IT Support to ensure standards and governance aremet in the delivery of IT Equipment

 
Governance

Ensure that all Silica’s IT Policies arekept up to date, are communicated to and well understood by affected Silica employees and strictlyadhered to
Proactively identify the risks inherent in IT operations and ensure that these arerecorded on the incident system with appropriate treatments and timelines forresolution.
Implement an IT governance framework that will ensure that Silica IT operations areappropriately and effectively governed.
Ensure that the Change and Incident Management processes arefollowed
Define and document key IT Service Desk operations processes and ensure that these areproactively managed, improved, reported on and communicated to stakeholders.
Define and document key IToperations SLA’s and measure IT operations delivery against these.
License management for ITSupport for key areas in desktop management  i.e. Microsoft Office, etc.


Skills & ExperienceITIL advanced certification anadvantage
The following are required:

Ability to formulate andexecute an appropriate IT operations strategy for Silica
Ability to design, document and improve key IToperations processes
Ability to manage and resolve critical IT incidents quickly and costeffectively
Excellent reporting and communication skills
Strong resource planning ability

Thefollowing would be highly advantageous

ITIL Foundations and ITIL PractitionerCertifications
Project Management experience
Good understanding of database technologies
Good understanding ofWindows and UNIX server environments
Good understanding of Solutions / Infrastructure / DatabaseArchitecture
Good understanding of the Microsoft technology stack
Service Delivery
Managing Incidentprocesses, change, problem, release processes
Managing Service Desk, Desktop Support


Personalityand Attributes The ideal candidate must have the followingattributes:

Positive leader and motivator
Proactive and risk conscious
Strong communicationskills
Commitment to excellence and delivery to customers
Passionate about continuouslyimproving IT operations
Positive attitude
Strategic thinker with the ability to planahead
Ability to quickly grasp new requirements and concepts
Methodical, attention to detailand accuracy, with a strong work ethic and a focus on quality
Patient and eventempered
Ability to be flexible and work in a stressful environment
Ability to work longer hours onoccasion
Excellent interpersonal skills
Lateral thinker with the ability to solveproblems
Self-motivated
Self-starter with initiative
Ability to prioritise


Other
Matric
RelevantBachelor Degree, preferred in Computer Science or Information Systems or relatedqualification
Relevant IT qualifications 



Silica is an equalopportunity employer and this position will be filled in accordance with our current EmploymentEquity practices.