Manager IT Enterprise Architecture - Cape Town, South Africa - Lufthansa InTouch

Description

Who we are
Lufthansa InTouch has been successfully active in the customer experience environment for almost 30 years.

With innovative digital communication, we take care and optimize the customer contacts of our global clients, 24 hours a day, 365 days a year.

Purpose of the role

Serving as the Manager IT Enterprise Architecture reporting to the Head of IT Enterprise Architecture you will be leading or acting as expert consultant for key IT projects, system integrations and system developments.

In addition, you will act as senior advisor to the Advanced IT Services department, using technical and analytical skills to assist in detecting and solving complex IT challenges.

Compared to the Manager Advanced IT Services, the Manager IT Enterprise Architecture assumes a more mid to long term strategic view, focusing on the overall company IT landscape.

Knowledge & Experience
You hold a relevant master's degree

You are an IT professional with at least 7 years of professional ICT experience in a similarly broad area of responsibility with corresponding leadership experience

You have a minimum of 5 years' experience in designing and developing omni channel contact center solutions and technologies

You have the ability to develop and maintain a future orientated innovative IT strategy for the provision of an enabling, stable and reliable information, communication and technology services platform

Familiar with modern aspects of computing, including virtualization, cloud and hybrid, hyper-converged computing, and software defined infrastructures

Proven experience and track record in managing contact center environments (Genesys or similar) including infrastructure related topics

Demonstrated progressive technology leadership experience e.g., Work from Home solutions, digitalisation & automation.

You develop your team in an entrepreneurial way and embody a digital and agile mindset

You are someone who wants to make a difference in the digital SME sector

You are actively involved in change processes; you have internalised transformation and active engagement with regards to new topics and innovations

You are familiar with agile management methodologies and use them in a targeted and experienced manner

You can demonstrate experience and understand regulatory compliance topics (ISO, PCI, GDPR)

You have a strong proficiency in English language (written and verbal)


Technical Skills & Experience
Genesys Engage or Genesys Cloud CCAAS platforms

Azure Cognitive Services, Google DialogueFlow & Cognigy AI

MS Azure / AWS / Google Hyperscalers

Citrix & Citrix Cloud virtual desktop environment

SQL, data sourcing, enterprise data management

Network security and architecture (MPLS, SD-WAN, VPN)

Server infrastructure (HPE Cluster or similar environments)

2FA security systems

VMWare Hyperconverged Infrastructure

Active Directory


Personal competency requirements
Strong Leadership skills and proven ability in leading a team to achieve objectives

Ability to manage global teams and drive outcomes virtually

Ability to function effectively within a multilingual and multicultural environment

Excellent presentation skills

Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees

Must possess the ability to analyse advanced problems and reach the appropriate resolution

Demonstrates effective relationship building, problem solving, negotiating, goal setting

Demonstrates exceptional critical thinking and analytical skills

Must be very detail orientated, and able to multitask efficiently

Possess the ability to work independently and adapt work schedule to the needs of the department

Proven track record of problem-solving and innovation.

Must be able to present information to all levels of employees, in both informal and formal meeting settings

Ability to manage external suppliers globally ensuring SLA's are met or exceeded

Well-developed decision-making skills

Self-motivated and proactive

Ability to think strategically

Willingness and ability to travel

This position is permanent and based in Cape Town (remote)

A valid work permit needs to be presented


Job Types:
Full-time, Permanent

Application Deadline: 2023/02/28