Lead Business Support

3 days ago

East London, Eastern Cape, South Africa Road Accident Fund Full time

The Lead : Business Support is accountable to ensure the team provides IT end-user support to internal and external users of RAF ICT services and ensure service availability. Responsible for maintaining customer satisfaction standards and for ensuring that an organization's quality of service meets customers' requirements.

Key Performance Areas

Policy review and implementation

  • Contribute to the development and implementation of departmental policy, procedures and processes.
  • Keep up to date with effective policy and practice execution strategies.

Customer Service

  • Prioritize and allocate work to technicians.
  • Develop and maintain relationships with customers and third party.
  • Manage IT Incidents and requests.
  • Hold Service Level Management meetings with management team.
  • Train users on Technology used (Informal).
  • Establish and facilitate user forums.
  • Adopt a proactive approach to prevent problems from arising.
  • Assist in the gathering of business requirements.
  • Ensure IT Service availability and continuity.
  • Implement and enforce ITIL based processes for IT support processes.
  • Ensure that business service requirements are defined and actively managed.
  • Act as an escalation point for any ICT service issues within the region of responsibility.

Research and Development

  • Research solutions that best support the business.
  • Research on new problems / challenges as they occur.
  • Share information with technical staff and document solutions found.
  • Offer feedback on future product development, features and functions.

Business Support Administration

  • Manage SLA.
  • Attend service / contract management meetings.
  • Budget input for area of responsibility.
  • Manage processing Centre and CEC ICT assets.
  • Address audit findings.
  • Manage Projects.
  • Assist with Pre-Procurement documentation and Technical Evaluations.

Reporting

  • Prepare and submit regulation reports as and when required to provide progress updates and / or inform management decisions.
  • Develop reports / procedures and guide the process through the alignment of the documents to the overall RAF's Strategy.
  • Develop functional reporting systems, for management, projects or performance reporting.
  • Prepare proposals, briefings, presentations, reports, and other documentation and provide management information both verbally and in report format.
  • Facilitate and manage communication with relevant internal and external stakeholders and progressively manage the relationships.
  • Manage relationships with vendors, service providers or procurement teams and ensure that all relevant procured items are invoiced and paid on time.
  • Communicate with all levels of stakeholder contact.
  • Represent the Fund in relevant external activities and events.
  • Ensure that good employee relations are maintained.
  • Provide ongoing operational support to employees.
  • Ensure that allocated resources are used optimally through enforcing monitoring systems in place.

Qualifications

  • Bachelor's Degree / Advanced Diploma in Information Technology related qualification.
  • Certification in ITIL Foundation V3 or Higher.

Experience

  • Relevant 5-7 years' experience in ICT support environment of which 2 years must have been on supervisory level / area of expertise.

Technical, behavioral and management competencies required

  • ITIL Service and Support Management.
  • Operational leadership.
  • Resilience.
  • Communication.
  • Working with People.
  • Network and Alliances.
  • Planning, Organising and Coordinating.
  • Employee Engagement.
  • Personal Mastery.
  • Judgement and Decision Making.
  • Ethics and Values.
  • Client Service Orientation.
  • Change management.
  • Coaching and mentoring.
  • Conflict management.
  • Critical and innovative thinking.
  • Direction setting.
  • Facilitation and Presentation Skills.
  • Policy conceptualisation and formulation.
  • Service Delivery Innovation.
  • Stakeholder development and relations.
  • Reporting.

NB : "RAF offers Total Employment Cost packages with no additional contributions from the Employer, successful candidates are required to structure their packages in a manner that will suit their needs."

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