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Database Administrator

Financial Services Department– Procurement Section

370 Helen Joseph Street

Pretoria

Request for Quote (RFQ)

Description of Services Required:

Dynatrace System Administrator Specialist x 2

Date of issue: 05 February 2026

Closing date: 13 February 2026 @ 12:00

Issued by: Tshepiso Morema

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Copyright Notice: This document contains information that is proprietary and confidential to the South African Reserve Bank who has all rights of copyright in it. Any dissemination, distribution, reproduction, or disclosure in any form of the content of this document is forbidden without prior written permission of the South African Reserve Bank.

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1. Background

The Payment Ecosystem Modernisation Programme (PEM) is established to carry out specific functions

of implementing a centralised public digital payment utility, that will modernise and transform the

Southern African payments ecosystem infrastructure, to enable safe and efficient payment capabilities.

The PEM Programme is managed across the Executive Management Department (EXM), the Business

Solutions and Technology Department (BSTD) and the National Payment System Department (NPSD)

of the South African Reserve Bank (SARB) and encompasses 5 sub-programmes:

P1: Optimise and Sustain RTGS - Optimise the current SAMOS and SADC-RTGS, to prolong its lifespan

and sustain operations.

P2: Payments Infrastructure Establishment - Establish the public payments utility.

P3: Future Platform - Implement of the future RTGS, FPS and Alternative Network Capability.

P4: Foundational Enablers - Implement supporting capabilities, i.e.,Interoperability, Fraud, Legal &

Policy and Insights.

P5: Digital Identity – Implement a Digital Financial Identity leveraging the National Identity, along with

eKYC and eSign, a Digital Trust Framework and Rollout and Adoption activities

There is an immediate requirement for two (2) dynamic Dynatrace System Administrator Support

Specialist to manage and optimize their Dynatrace monitoring platform. The successful candidate(s) will

play a crucial role in supporting both internal and external application monitoring, ensuring robust

performance and reliability on the P1. Optimise and Sustain programme.

The resources will provide these services following the acquisition of the Mediro-ICT Dynatrace

tool/platform for NPSD to enable end-to-end transaction monitoring of the critical SAMOS and SADC-

RTGS payment systems, including COBOL/CICS mainframe application monitoring. The successful

candidate (s) will play a crucial role in supporting both internal and external application monitoring,

ensuring robust performance and reliability for the SAMOS and SADC-RTGS financial market

infrastructures (FMIs).

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2. Objective of this Scope of Work

The main purpose of the new job roles involves managing and maintaining the Dynatrace platform, which

includes installation, configuration, and upgrades of the monitoring environment. Key responsibilities

include setting up monitors and alerts, creating dashboards and reports, performing performance tuning,

and troubleshooting issues to ensure application and infrastructure health.

This role requires strong technical skills in application performance monitoring (APM), data visualization,

and often involves collaboration with other teams and documentation of procedure.

3. Scope of Services Definition

The scope will include but will not be limited to:

• Manage and support the Dynatrace monitoring platform for internal and external applications.

• Utilize strong experience in Dynatrace APM (application performance monitoring).

• Migrate synthetic monitors from existing tools to Dynatrace.

• Deploy and upgrade the SaaS edition as needed.

• Configure alerts and thresholds for application and OS parameters.

• Oversee the deployment of Dynatrace agents.

• Build and customize dashboards for applications.

• Identify and implement process automation opportunities to enhance efficiency.

• Build and maintain client trust and respect.

• Prepare documentation for best practices and operational procedures.

The service provider is required to submit the CVs of suitably qualified and experienced resources to

fulfil the requirements set out below:

4. Consultant Resources

Service Lines Resource

Level Start Date End Date

Days

Allocated

Rate per

hour [ZAR]

BSTD Infrastructure

and BI and

Collaboration

2 x Dynatrace System

Administrator

Specialist (Mid-level)

01 Mar 2026 29 Feb 2028

Full-time

(Fixed

Term)

R610.00 per

hour

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Experience:

• Experience working in a production support environment.

• Knowledge of SQL and database monitoring.

• Minimum of 5+ years of experience with the Dynatrace monitoring platform and software

upgrades.

• Hands-on experience with major Dynatrace upgrades (in-place and out-of-place).

• Strong experience in APM, dashboards, synthetic monitoring, and API monitoring.

• Experience in maintaining licenses with compliance.

• Bachelor’s degree in computer science or equivalent work experience.

• Knowledge of Java applications and application server management.

• Familiarity with ETL processes and data integration monitoring.

• Experience with log monitoring tools (e.g., Dynatrace, ELK Stack, Splunk, or Graylog).

• Basic AIX / Linux system administration and resource monitoring.

• Ability to analyse application logs and identify root causes of issues.

• Experience with automation scripts for monitoring and maintenance is a plus.

Competencies:

• Knowledge of the systems development life cycle (SDLC)

• Skilled in technical analysis, design and documentation

• Analytical skills and thinking.

• Time and work management.

• Problem solving and analysis.

• Communication skills (verbal and written).

• Interpersonal relationship building and maintaining skills.

• Presentation skills.

• Ability to work in a team and contribute to team success.

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Key deliverables:

• Dynatrace proficiency

o Hands-on experience with the Dynatrace platform, including its administration,

upgrades, and core features like APM, synthetic monitoring, and log analytics.

• Technical skills

o Experience with monitoring and troubleshooting of Dynatrace environments, and often

requires a background in system administration, network administration, or application

development (e.g., Java/.NET).

• Analytical skills

o Strong problem-solving abilities and experience in performance analysis and data

visualization.

• Collaboration and communication:

o Excellent communication skills for working with cross-functional teams and

stakeholders

• TL Process Monitoring

o Monitor the ETL process that integrates data from another system.

o Identify and resolve ETL failures or data inconsistencies.

o Work with the data engineering or development team to ensure smooth data flow.

• Server Resource Monitoring

o Monitor CPU, memory, and disk usage to ensure optimal server performance.

o Proactively address resource bottlenecks before they impact application performance.

o Work with system administrators to optimize server configurations.

• Server Maintentance

o Perform routine maintenance on servers. o Ensure server updates and security releases are up to date.

* Day rates as specified herein shall be based on no less than 8 hours per day. 4.1 Training and Transfer of Knowledge

Training and knowledge transfer documents to be submitted and presented to SARB in a traceable and

accessible repository to enable smooth handover to SARB employees when need arises and or at the

end of each project.

4.2 Reporting

Reporting line – Lydia Molefe, Tebogo Modiba and allocated Project Management : Tekano Mogwerane or where delegated.

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4.3 Post Implementation Support

As applicable.

5. Terms and Conditions

a. Standard terms and conditions of the Temporary Employment Services (TES) Agreement shall govern

this RFQ.

The following additional terms and conditions will apply:

i. TES Panel Engagement model

a) In the event that the Customer requires a TES resource, a competitive process will be followed

in which the Customer will execute a procurement process. A request for quotation (RFQ)

process will be followed to obtain proposals/CVs from Suppliers on the TES Panel for a specific

resource role.

b) The panel engagement model will be one that focuses on quality over quantity in that the

Customer will request a limited number of from each Supplier on the TES panel (based on the

category). The Suppliers on the TES panel will be required to submit a proposal/CV as well as

any other required documentation for the provision of a TES resource for the specific role/s.

c) The Supplier will therefore endeavour to put forward their best available candidates for each role

needed by the Customer.

d) A clearly defined objective and scope of work required minimum qualifications, minimum years

of experience, SOW duration including expected availability dates, and expected deliverables,

among other things, together with the nature and reasons for the temporary engagement, will

be published for the Supplier to respond to. The Supplier must respond to the Customer request

within 7 (seven) Business Days.

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e) Failure by the Supplier to respond within the specified time will result in the Supplier’s proposal

not being considered.

f) The Suppliers will ensure that a prospective candidate makes him/herself available for a formal

interview on the proposed interview date. The Customer will give reasonable notice of the

interview date to the Supplier. The Parties will ensure that the interview takes place within 10

(ten) Business Days from the date that the Customer has advised the Supplier that the

prospective candidate has been shortlisted by the Customer.

6. Temporary Employment Service

i. Supplier will ensure that the temporary employment resources provided by the Supplier have the

necessary tools, for example, laptop (including but not limited to Office 365 (MS Project or MS Visio

as required), anti-virus software, One Drive, etc.) and cell phone, and if the Service is performed

remotely, sufficient data and reliable connectivity to perform the Service.

ii. In the event that the Service is rendered at a Customer premises, the Customer will provide parking,

a workstation, excluding a laptop and cell phone, connectivity, printing facilities, etc.

7. Pricing

The Service Fee proposed by the Supplier must be based on a transparent model, be comparative and market

related, and the Supplier may be required to demonstrate how they approached determining the rates and how

the rates were benchmarked against IT industry rates. The model must clearly indicate the cost elements that

constitute the overall rate per resource as follows:

Cost Breakdown element Weight

Resource rate

Employee Benefits *

Mark-up*

Leave benefits

Rate 100

* The Employee Benefit and Mark-Up is calculated as a percentage of the Resource Rate.

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10.1.2. In the event that the supplier bidder does not provide the resource with Employee Benefits the cost

breakdown must be as follows:

10.1.3. The Supplier as the employer of the temporary employment resource will be liable for payment of the

temporary employment resource’s renumeration payment of overtime, leave and any other employment

benefits that may be payable to the temporary employment resource.

8. Selection

a. The Customer will upon receiving the Supplier proposals review and identify the best suited TES resource

for temporary deployment. An interview with the shortlisted and further selected resource and/or

reference checks may be conducted, at the sole discretion of the Customer.

b. The Supplier will advise all prospective candidates upfront of the Customer’s vetting and security

requirements and will not propose any prospective candidate that is unwilling or unable to comply with

the said requirements. Although the Customer will carry the cost of its own vetting requirements, the

Supplier and or the prospective candidate will be responsible for its own costs in attending to and

completing the vetting forms and attending vetting appointments.

c. The Supplier undertakes to, at its own costs, conduct regular credit, qualification verification, criminal

record, and employment history, as well as reference checks for all TES resources proposed/provided

prior to proposing/putting forward such resources.

d. The shortlisted resources will be invited for interviews and will be selected based on the outcome of the

interview.

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I, __________________________, (ID _________________________________) hereby declare the following:

1. I am contracted by ________________________________ (Contracting House) and placed at the South

African Reserve Bank as __________________ on a full-time basis.

2. As per the agreement between SARB and the Contracting House, I am allocated to the role at SARB in

my full capacity.

3. I am not considering SARB (via my Contracting House) as one of multiple clients.

4. I confirm that I am not contracted by any other employer or Contracting House.

5. I confirm that this declaration reflects true and accurate information that I consider as binding on my

conscious.

6. I understand that breach of this undertaking may result in legal action.

7. I acknowledge that the South African Resave Bank has reserved all its rights.

Signed at _____________on this ___ day of ______________ 2024.

___________________________

Signature

THE OPPORTUNITY THAT AWAITS YOU

Are you the kind of person who thrives on building relationships, solving problems, and making clients feel like VIPs?

Do you get a buzz from turning challenges into opportunities and data into insights? If so, we’ve got the perfect stage for you to shine!

This isn’t just another support job – it’s about being the heartbeat of client success. You’ll be part of a team that values innovation, continuous improvement, and making every client interaction memorable.

If you’re ready to bring energy, creativity, and professionalism to a role where no two days are the same, we want to hear from you!

YOUR KEY RESPONSIBILITIES

• Owning client relationships like a pro – monthly check-ins, proactive support, and keeping satisfaction sky-high.
• Being the go-to problem solver – tackling queries, escalating technical issues, and collaborating across teams.
• Ensuring smooth onboarding – capturing client data, updating SLAs, and making sure everything runs like clockwork.
• Crunching numbers with flair – billing, reconciliations, and reporting that keeps everything accurate and transparent.
• Driving engagement – managing communications, supporting queries, and keeping clients connected.
• Leading special projects – surveys, launches, events, and innovation initiatives that make a real impact.

OUR REQUIRED EXPERTISE

• Degree in Public Relations, Communications or any other
• 4+ years in Customer relationship management experience (fintech, banking, payments  preferred)
• A natural communicator with strong client-facing skills.
• Organised, detail-oriented, and able to juggle multiple priorities with ease.
• Analytical mindset – you love interpreting reports and spotting trends.
• Problem-solving wizard with escalation management skills.
• Cross-functional collaborator who thrives in dynamic environments

For more roles, please have a look at our website (www.60degrees.com). or follow us on LinkedIn (https://www.linkedin.com/company/10287263/)

JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4

DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025

REPORTS DIRECTLY TO: Enterprise Business Performance Manager

LEVEL: Intermediate

CONFIDENTIAL

1.0. BASIC FUNCTION:

A Business Analyst is responsible for bridging the gap between IT and business using data analytics

and system knowledge to assess processes, determine requirements, and deliver recommendations and

reports to stakeholders. This role focuses on functional system requirements and business process

improvements across the project and system lifecycle.

The Business Analyst will work closely with developers and system architects to ensure business

needs are accurately interpreted and solutions are aligned with organisational goals.

2.0. KEY PERFORMANCE AREAS:

• Requirements Elicitation and Analysis

• System Integration and Testing Support

• System Support

• Project Management and Implementation Support

• Change Management

3.0. DUTIES AND RESPONSIBILITIES:

3.1. Requirements Elicitation and Analysis:

• Engage with business stakeholders to understand their needs, objectives, and challenges,

translating these into clear and comprehensive functional requirements and business process

documentation.

• Elicit requirements using techniques such as interviews, workshops, document analysis,

surveys, site visits, and business process descriptions.

• Analyse existing processes and systems to identify gaps and opportunities for improvement,

recommending appropriate enhancements.

• Document and communicate business needs and functional requirements clearly to

stakeholders, IT teams, and leadership through reports, documentation, presentations, and

meetings.

• Utilize UML (Unified Modelling Language) diagrams, process flows, and user stories to clearly

capture and document business requirements and system processes.

• Develop and maintain Entity Relationship Diagrams (ERDs) to represent data models and

relationships within business systems.

• Create use case diagrams to illustrate system interactions and define functional requirements

for stakeholders and development teams.

• Collaborate with stakeholders to ensure requirements are accurately captured through detailed

documentation, including user stories and process flows.

JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4

DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025

REPORTS DIRECTLY TO: Enterprise Business Performance Manager

LEVEL: Intermediate

CONFIDENTIAL

• Work collaboratively with developers and system architects to validate feasibility, ensure

accurate understanding of business requirements, and align solutions with technical

capabilities.

3.2. System Integration and Testing Support:

• Act as a liaison between business stakeholders and technical teams to ensure alignment on

requirements and solutions.

• Support system integration initiatives by providing business input and validation during

integration efforts.

• Coordinate and assist in testing activities, including system testing and user acceptance testing

(UAT), ensuring solutions meet business requirements.

• Help troubleshoot and validate issues identified during testing phases.

• Interpret API documentation for business understanding and support in integration discussions.

• Assist with basic system configuration and setup activities where applicable, ensuring

alignment with business requirements and project objectives.

• Support/Facilitate post-deployment testing activities to ensure the system operates as expected

and meets business requirements.

3.3. System Support:

• Provide business-side support for system functionality and assist in troubleshooting issues

related to data integrity and business processes.

• Perform data validation and basic analysis using SQL queries, stored procedures and reports.

• Assist in defining and validating front-end business rules and workflows for user interfaces

(e.g., WPF screens).

• Develop and maintain business-facing documentation such as user manuals, system usage

guidelines, and process documentation.

• Assist with system configuration and maintenance tasks where applicable to support smooth

and continuous business operations.

3.4. Project Management and Implementation Support:

• Support project planning activities, including gathering business needs, assisting with scope

definition, and identifying key milestones.

• Work with cross-functional teams to support system implementation, process improvement

initiatives, and deployment activities.

• Drafting and/or edit of HTML files where minor updates to system interfaces or documentation

are required.

• Support the review, editing, and basic configuration of WPF (Windows Presentation

Foundation) workflows to ensure alignment with business process requirements.

JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4

DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025

REPORTS DIRECTLY TO: Enterprise Business Performance Manager

LEVEL: Intermediate

CONFIDENTIAL

• Provide training and support to end-users to promote system adoption and effective use of new

solutions.

• Facilitate /Assist with deployment governance and control by ensuring adherence to established

deployment protocols, risk mitigation strategies, and change management procedures.

• Assist in the preparation and tracking of project scorecards to monitor project progress, identify

risks, and ensure alignment with objectives.

• Coordinate and facilitate user acceptance surveys to gather feedback on system performance,

identify issues, and ensure successful system adoption.

3.5. Change Management:

• Participate in the change management process by analysing business impacts and assisting with

the implementation of operational changes.

• Evaluate risks associated with proposed changes and recommend mitigation strategies.

• Foster stakeholder engagement by building strong relationships and tailoring communication

to diverse audiences.

4.0. MINIMUM QUALIFICATION REQUIREMENTS:

• Bachelor’s degree in Informatics, Industrial Engineering, Information Systems or a related

field.

• Relevant certifications such as Entry Certificate in Business Analysis (ECBA), Certification of

Competency in Business Analysis (CCBA), Certified Business Analysis Professional (CBAP),

Agile Analysis Certification (AAC) or similar are advantageous.

• Project management-related qualifications, such as CAPM, PMP, or Agile certifications, would

be advantageous.

5.0. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Analytical Thinking and Problem-Solving: Ability to critically assess information, diagnose

issues, and propose effective solutions.

• Communication Skills: Exceptional written and verbal communication skills, with the ability

to communicate effectively with both technical and non-technical audiences.

• Technical Acumen: Good understanding of IT systems and concepts, with the ability to

collaborate effectively with developers, architects, and testers.

• Detail-oriented: Strong attention to detail to ensure accuracy and thoroughness in analysis and

documentation.

• Interpersonal Skills: Ability to build strong working relationships across business and IT

teams.

• Adaptability: Ability to work in dynamic environments and adapt to changing priorities.

• Project Management: Strong organisational skills to manage multiple initiatives and

deadlines.

JOB DESCRIPTION POSITION TITLE: Business Analyst VERSION. 1.3 Page: 4

DIVISION/DEPT: Business Performance Management DATE REVISED: April 2025

REPORTS DIRECTLY TO: Enterprise Business Performance Manager

LEVEL: Intermediate

CONFIDENTIAL

• Ability to work effectively in a high-stress, high-paced environment.

• High emotional intelligence (EQ), with the ability to navigate complex interpersonal dynamics

and remain composed under pressure.

• SQL scripting, query development, and the creation or modification of stored procedures and

triggers for data validation and analysis.

• Ability to read and interpret API documentation to support business integration needs.

• Understanding of data models, relational databases, and data mapping concepts.

• Proficient in creating business and functional requirements documentation.

• Experience using API testing tools (e.g., Postman, Swagger) for validation and understanding

of integrations.

• Exposure to WPF (Windows Presentation Foundation) or similar front-end frameworks is

advantageous.

• Basic understanding of HTML for editing and maintaining user-facing system content or

documentation.

6.0. WORK EXPERIENCE REQUIRED:

• 4+ years of experience in business analysis, systems analysis, or a related role.

• Experience working with business process modelling, data analysis, and requirements

documentation.

• Experience supporting system integration projects and working alongside development and system

architecture teams.

• Familiarity with Agile and/or Waterfall project delivery methodologies.

• Experience in the telecommunications industry is advantageous.

• Experience working with Zendesk and/or Splynx systems is advantageous.

---------------------------------------------------------------------------------------------------------------------------- I, ________________________________________________ acknowledge and accept the above job description and specification. _____________________ _________________ EMPLOYEE DATE ____________________ _________________ MANAGER DATE

JOB SPECIFICATION

Position Title: Senior Specialist Commercial Operations System Enablement

JD No.

Level: Senior Division/Dept: IT & Systems

Reports to: Chief Information Officer Date Prepared: Dec 2024

BACKGROUND / DESCRIPTION:

The Senior Specialist, Commercial Operations System Enablement is a critical role within the organization,

responsible for the design, implementation, and ongoing optimization of systems and processes that

enhance the efficiency and effectiveness of commercial operations. This position plays a key role in

supporting the sales, marketing, and customer success teams by ensuring that operational tools and

workflows are properly configured, optimized, and maintained.

In this capacity, the Senior Specialist will take full ownership of the operational efficiency of systems used

by the commercial division, ensuring they are seamlessly integrated, functioning at peak performance, and

aligned with organizational objectives. The role requires close collaboration with IT leadership /

Commercial leadership to ensure that all systems and technologies meet the evolving needs of the

Commercial organization.

As the liaison between the IT organization and the Commercial division, this position assumes significant

responsibility and accountability for ensuring that systems support the overarching business goals, driving

operational excellence and continuous improvement. By leading the design and execution of systems

enablement strategies, the Senior Specialist will help ensure that commercial teams are equipped with the

tools and insights necessary to achieve success and optimize their performance.

DUTIES / RESPONSIBILITIES

System Implementation & Management

• Implementation, and ongoing maintenance of advanced tools and systems designed to streamline and enhance the efficiency of commercial operations. These tools will encompass functionalities across the following critical workstreams:

• Customer Acquisition and Onboarding: Ensure systems are optimized to support seamless customer acquisition processes, providing intuitive and efficient onboarding experiences that align with best practices.

• Order Management Practices: Implement solutions to manage and track orders effectively, ensuring accuracy, transparency, and operational efficiency throughout the order lifecycle.

• Fulfilment, Activation, and Assurance Practices: Develop and maintain systems that support smooth fulfilment workflows, activation processes, and service assurance to guarantee high- quality customer experiences.

• Sales Practices: Enable streamlined and data-driven sales practices by configuring systems that support lead generation, pipeline management, and sales performance tracking.

• Self-Service Capabilities: Deploy and enhance self-service functionalities, empowering customers to manage their accounts, access resources, and resolve queries independently.

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• Third-Party Applications: Integrate and manage third-party applications to extend system capabilities and ensure interoperability with existing tools and platforms.

• System Configuration: Configure systems to align meticulously with organizational business requirements, ensuring they meet operational objectives and deliver measurable outcomes.

• Seamless Integration: Facilitate the integration of systems across departments to ensure data consistency, workflow synergy, and optimal performance.

• Customer Experience & Communication: Ensure that systems are fully optimised for customer experience and communication to the customer each step of the way.

Optimization & Efficiency

• Analysing and enhancing the effectiveness of workflows within commercial teams, ensuring they are optimized to meet business objectives efficiently and consistently.

• Workflow Analysis: Conduct comprehensive reviews of existing workflows, processes, and operational methodologies within commercial teams. This involves identifying bottlenecks, redundancies, and inefficiencies that may impede performance or hinder the achievement of strategic goals.

• Opportunity Identification: Leverage data-driven insights and stakeholder feedback to pinpoint specific opportunities for process improvement, aligning them with the organization’s strategic priorities and operational benchmarks.

• Process Development: Design and develop optimized workflows that eliminate inefficiencies, enhance inter-departmental collaboration, and improve the overall performance of commercial operations.

• Documentation and Standardization: Create detailed process documentation, including workflows, guidelines, and standard operating procedures (SOPs), to ensure consistency and clarity across teams. This documentation serves as a foundation for training, onboarding, and process adherence.

• Enhanced Productivity and Efficiency: Implement changes that maximize productivity, reduce operational costs, and improve the scalability of commercial operations. Ensure continuous monitoring and refinement of processes to maintain alignment with evolving business needs.

Support & Enablement

• Focuses on providing ongoing support and enablement to commercial teams, ensuring they are fully equipped to leverage systems and tools effectively.

• Primary Point of Contact for System-related Challenges: Serve as the main point of contact for commercial teams, providing expert assistance in addressing any system-related issues, challenges, or troubleshooting needs. Offer timely and effective resolutions to ensure minimal disruption to daily operations.

• Training and Development: Develop and deliver comprehensive training programs to equip commercial teams with the knowledge and skills needed to use systems and tools to their full potential. This includes initial onboarding sessions as well as ongoing training to adapt to system updates or new features.

• Resource Provision: Create and maintain a suite of resources, such as user guides, FAQs, video tutorials, and best practices documentation, to empower teams to independently resolve issues and optimize their use of systems and tools.

• Ongoing Support: Provide continuous support and guidance to commercial teams, ensuring they have access to expert advice and problem-solving assistance as needed. Proactively

3

address any knowledge gaps and provide recommendations for improvements to increase efficiency and productivity.

• Tool Optimization and Best Practices: Offer strategic insights into how tools and systems can be optimized for specific workflows within commercial teams. Share best practices to enhance operational performance and ensure that the systems are being used to their maximum potential.

• Change Management: develop a change management strategy and implement a comprehensive change management and communication plan to support the adoption of changes, systems, processes or technologies.

Operational Insights & Management

• Providing strategic oversight and insights to optimize commercial operations through data management, reporting, and system solutions.

• Data Integrity and Maintenance: Ensure the integrity and accuracy of data across all operational platforms by conducting regular audits and system checks. Maintain clean, consistent, and up-to-date data to support effective decision-making, minimize errors, and ensure compliance with internal and external standards.

• Reporting and Analytics: Generate and analyse detailed reports across various commercial operations, identifying trends, performance metrics, and areas of improvement. Translate complex data into actionable insights that guide decision-making and inform strategies for performance optimization and growth.

• Understanding of Commercial Operations: Maintain a deep understanding of the commercial teams' ways of working, processes, practices, and challenges. This includes staying informed on the evolving needs of the business and identifying how operations can be enhanced to address challenges and improve efficiency.

• Solution Management and Design: Utilize current capabilities and available tools to design and implement solutions that address operational challenges. Identify and recommend system configurations or modifications that optimize existing processes, enhance productivity, and support the achievement of commercial goals.

Collaboration

• Plays a vital role in ensuring the seamless integration of systems and processes across various functional teams.

• Cross-Departmental Collaboration: Work closely with IT leaders, sales leaders, marketing leads, and finance teams to foster strong alignment between systems, processes, and the organization’s broader strategic goals. This includes ensuring that technology, data, and workflows are synchronized across departments to maximize efficiency and enable the achievement of business objectives.

• Stakeholder Partnership and Future Planning: Partner with key stakeholders to anticipate emerging needs and business trends, providing proactive solutions that are scalable and adaptable. Collaborate to ensure that current systems and processes are future-proof, able to accommodate growth, and aligned with the company’s long-term vision and objectives.

• Continuous Improvement through Collaboration: Encourage a collaborative environment where teams share insights, challenges, and successes, allowing for continuous improvement and innovation. Leverage the collective expertise of each department to identify and implement best practices that enhance the organization’s operational capabilities.

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Technology & Innovation

• Emphasizes the importance of staying ahead of technological advancements and driving innovation within the organization.

• Emerging Technology Awareness: Continuously monitor and evaluate emerging technologies, tools, and methodologies to identify potential opportunities for the company to leverage cutting-edge solutions. Ensure the organization remains at the forefront of innovation by integrating new technologies that enhance operational efficiency, drive growth, and support strategic business objectives.

• Adoption and Implementation of New Technologies: Lead the adoption of innovative platforms and technologies, such as artificial intelligence (AI), machine learning, and robotics, that can transform business processes. Champion the integration of these technologies, ensuring smooth implementation and maximizing their potential to improve efficiency, reduce costs, and enhance the overall customer experience.

• Innovation Leadership: Foster a culture of innovation within the organization by encouraging the exploration of new technologies and methodologies that can drive business transformation. Promote the continuous evolution of systems and processes to support long- term scalability and competitive advantage.

• Collaboration on Technological Solutions: Work collaboratively with internal teams, such as IT and commercial departments, as well as external technology partners, to identify and implement technological solutions that align with the company’s strategic goals. Act as a thought leader in guiding the organization toward cutting-edge innovations that address current and future business needs.

MINIMUM QUALIFICATION & REQUIREMENTS

• Educational Background: A Bachelor’s degree in business, marketing, or a related field is required. A Master's degree with relevant certifications (e.g., project management, systems integration) would be considered an asset.

• Technical Expertise: Strong foundational knowledge in Information Technology (IT), with a focus on system integration and ensuring seamless integration of commercial tools across platforms. The ability to evaluate, implement, and maintain complex systems is essential.

• Experience: A minimum of 8 years of experience working with commercial systems, with a proven track record of success in system enablement and operational efficiency. Proven leadership experience in senior management roles, with significant involvement in sales, marketing, ordering, and provisioning practices. A deep understanding of these processes is crucial for this role. Demonstrated experience in commercial operations, sales enablement, or related fields, with the ability to drive strategic initiatives that enhance productivity and profitability.

• Technical Knowledge and Tools: Strong proficiency with CRM platforms, marketing automation tools, sales tools, assurance platforms, and other relevant commercial systems. Expertise in system configuration and process design, with the ability to streamline workflows and optimize tool usage across departments.

• Analytical and Problem-Solving Skills: An analytical mindset with the ability to quickly identify problems, interpret data, and develop actionable strategies that solve complex challenges. Proven capability to utilize data to drive decision-making and improve operational outcomes.

• Communication and Project Management: Exceptional executive communication skills, with the ability to clearly articulate complex concepts and strategies to senior leaders and cross-functional teams. Strong project management abilities, with experience overseeing large-scale system implementations and optimization initiatives from inception to successful completion.

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• Attention to Detail and Efficiency: Highly detail-oriented, with a keen focus on maintaining accuracy while improving operational efficiency and effectiveness.

• Proactive and Customer-Centric: A proactive problem-solver, with a customer-centric approach that ensures the systems and processes support both internal teams and end customers effectively.

• Adaptability: Highly adaptable and able to thrive in a dynamic, fast-paced environment, managing multiple projects and priorities simultaneously while maintaining high levels of performance.