MINIMUM REQUIREMENTS:
NQF 7 Degree in Information Technology, Computer Science, or equivalent.
ITIL Foundation
Cobit Foundation
Minimum 10 years' experience in ICT Service Management, ICT Operations, Service Delivery, or ICT Support Services.
Minimum 5 years' management experience leading multiple ICT service delivery functions or teams.
Proven experience establishing and governing enterprise ICT Service Management capabilities.
Experience leading Service Delivery, Service Desk, Incident, Problem, Change, Availability, Capacity, Service Continuity, or Customer Experience functions.
Experience managing ICT service providers, outsourcing arrangements, and service level agreements.
Experience leading organizational service improvement and service transformation initiatives.
ADVANTAGEOUS:
ITIL Intermediate, ITIL Managing Professional an added advantage.
WORKPLACE COMPETENCIES:
Strategic Planning and Organisational Transformation
ICT Service Management and Service Delivery Governance
ICT Services, Infrastructure and Business Dependencies
Service Performance, Reporting and Analytics
Risk Management, Governance and Compliance
Vendor, Contract and Service Integration Management
ICT Service Delivery Leadership
Strategic Planning and Execution
Stakeholder Engagement and Relationship Management
Financial and Resource Management
Communication and Executive Influence
Reporting, Analytics and Decision Support
Resilience and composure
Strategic Thinking and Foresight
Continuous Improvement and Innovation
Accountability and Integrity
Customer and Service Orientation
Collaboration and influence
KEY RESPONSIBILITIES:
ICT Service Delivery Strategy and Governance
Develop, implement, and govern SANRAL's ICT Service Delivery strategy, operating models, and roadmaps aligned with corporate objectives.
Provide strategic oversight of ICT service delivery functions to guarantee reliable, secure, and customer-centric IT operations.
Establish, maintain, and mature enterprise-wide ITIL-aligned policies, standards, performance frameworks, and compliance mechanisms.
Establish and mature the Software Asset Management (SAM) practice to enforce software governance, ensure licence compliance, and optimize lifecycle costs.
Lead service delivery modernization, automation, and digital service initiatives to enhance quality, efficiency, and business value.
Represent the ICT Service Delivery department at governance forums, management committees, and executive engagements.
IT Service Management Improvement and Innovation
Drive the continual improvement, evolution, and maturity tracking of enterprise ICT Service Management (ITSM) practices.
Identify and implement strategic initiatives to enhance service quality, operational efficiency, customer experience, and overall organizational value.
Champion innovation, automation, self-service portals, and digital capabilities to improve service delivery outcomes and operational resilience.
Leverage emerging technologies, industry trends, and global leading practices to modernize ICT service delivery and strengthen business enablement.
Establish metrics to measure, analyse, and report on the tangible benefits, efficiencies, and ROI realized from innovation initiatives.
Leadership, People and Resource Management
Lead, coach, and develop managers, specialists, and service delivery teams to achieve organisational and service delivery objectives.
Establish performance objectives, workforce plans, succession plans, and capability development programmes to ensure the availability of skilled and future-ready ICT service delivery resources.
Foster a high-performance, customer-centric, and service-oriented culture that promotes accountability, collaboration, and service excellence.
Drive innovation, automation, continuous learning, and operational excellence across ICT service delivery functions to improve service quality, efficiency, and business value.
Ensure the effective utilisation and stewardship of financial, human, and technology resources to achieve service delivery objectives and organisational priorities.
Vendor, Contract and Service Integration Management
Govern the performance of ICT service providers, managed service partners, and outsourced support functions to ensure delivery against contractual and service level commitments.
Oversee service integration across internal ICT teams, service providers, and business stakeholders to ensure seamless end-to-end service delivery.
Monitor vendor performance, contract compliance, service risks, and value realisation from ICT service delivery contracts.
Support sourcing, procurement, contract renewal, and supplier governance activities relating to ICT service delivery.