Head of Technical Operations

• We Embrace Curiosity- We continuously seek better ways to deliver value with a solutions-over-problems mindset.
• We win as One - We collaborate, build strong relationships and value diverse perspectives
• We're Driven by Purpose - We are passionate and committed to delivering the best products and services for SMEs
• We Execute with Ambition - We set ambitious goals, embrace challenges, and deliver with focus and determination.

• Articulation and delivery of a Technical Operations strategy which considers the factors of people, process and technology aligned to our technology and business strategies.
• Contribute as a key member of the Technology Management team collaborating with all members to ensure that we deliver a world class experience to our customers.
• Oversee the performance, stability, continuity, security and compliance of our production infrastructure and services.
• Partner with business stakeholders to understand their support and service needs.
• Manage key third party suppliers ensuring they are performing and delivering to SLO's and SLA's.
• Collaborate with Product and Engineering to deliver against all agreed roadmaps.
• Build, lead and mentor a high performing Technical Operations team.
• Direct line management of managers across the infrastructure, SRE, security, support and helpdesk teams.
• Manage budgets and operational expenditure effectively.
• Research and implement new technologies that improve our service, support and infrastructure giving us a competitive edge.

• Excellent leadership ability, you inspire your team and our business to achieve company goals
• Exceptional technical skills, coupled with a commercial outlook
• Ability to think strategically and make decisions pragmatically
• Ability to manage multiple complex platforms and services under pressure
• Ability to adapt to changing circumstances and priorities
• Excellent planning and organisation skills
• Excellent communication, facilitation, presentation and negotiation skills
• Excellent negotiation skills to support the management of vendor and service provider agreements.
• Strong stakeholder management skills with the ability to manage expectations, risks and issues in a proactive manner
• Strong collaboration skills and a passion for working with people
• Strong understanding of financial principles and experience managing Technical Operations budgets with an eye expenditure.
• Strong analytical and problem-solving skills
• Deadline driven - you know what success looks like and how to measure it
• Positive, high energy and committed to live, demonstrate and get excited about the Lula values

• BSc Degree in Computer Science, BTech, BEng or equivalent
• Honours and/or Master's degree an added advantage
• Minimum of 8-10 years of experience in IT operations, infrastructure management, or a related field, with at least 5 years in a leadership or management role.
• In-depth knowledge of IT infrastructure, including networks, servers, storage, virtualization, and cloud technologies (AWS, Azure, etc.).
• In-depth experience configuring and supporting high volume and high availability cloud environments
• Strong understanding of cybersecurity principles, practices, and technologies. Experience in implementing security measures and ensuring compliance. Understanding of relevant frameworks e.g.: ISO or NIST and PCI-DSS.
• Proficiency in ITIL-based service management practices and tools. Experience in implementing service delivery and support processes.
• Relevant certifications such as ITIL, CISSP, CISM, or similar are highly desirable.
• Experience working closely with a product team and within an agile environment
• Financial services and banking experience advantageous

Lula