Senior Manager: Ict Service Delivery

3 weeks ago

Johannesburg, South Africa University of the Witwatersrand Full time

**The main purpose of this position/job is**:
The Senior Manager: ICT Service Delivery is responsible for overseeing and managing IT service management processes and customer-facing functions, supporting the entire University user community. This includes managing the service desk, desktop support, audio-visual support, and lab support functions. Ensuring seamless ICT Service Delivery in accordance with the expectations of the University.

**Key Responsibilities**:
FINANCE
- Prepare and manage budget for areas of responsibility, ensuring accurate financial planning and allocation of resources for maintenance, repairs, and ICT improvement projects.
- Oversee and monitor project budgets, ensuring projects are completed within the approved budget, scope, and timelines.
- Establishment of Contingency Plans to Reduce Financial Risk

STRATEGY AND POLICY EXECUTION
- Formulate Action Plans and policies geared towards the execution of University and departmental goals.
- Interpret strategic ICT business drivers and requirements to ensure correct alignment of ICT processes.
- Set Key Integrated Tactical Plan for the areas of responsibility.

CONTRACT MANAGEMENT
- Procurement of services related to areas of responsibility as per the University’s Procurement Process.
- In collaboration with the Procurement Division, initiate and conclude various contract negotiations and evaluations.
- Ensure effective management of Service Providers as per (Service Level Agreements) SLA’s.

OPERATIONS MANAGEMENT
- Manage the operations of the customer-facing functions from an overall perspective, which includes people, processes, and technology.
- Ensure high-quality ICT services are available at all times.
- Ensure the provisioning of IT services in accordance with customer requirements.
- Establish metrics to measure performance.
- Ensure timeous resolution of calls, adhering to quality standards.
- Ensure adherence to IT service management practices.
- Ensure the availability of competent skills/resources at all times.
- Monitor and report on the management of areas of responsibility and applicable IT services.
- Develop and maintain service management processes and procedures.

CUSTOMERS/STAKEHOLDERS
- Identify and highlight opportunities for services and process improvements to enhance customer service.
- Implement service improvement plans and ensure actions are followed through to completion in a timely manner.

RISK AND COMPLIANCE
- Assessment of operational risks.
- Implementing appropriate risk mitigation plan.
- Reporting and responding timeously to governance structures and bodies.
- Ensuring compliance with relevant regulations.

PEOPLE MANAGEMENT/LEARNING AND GROWTH
- Management of direct reports as per the University’s HR Policies and Processes.
- Set out Performance Outputs and Measurements for each direct report.
- Effective management of poor or non-performance of staff.
- Effective management of Disciplinary Issues as the University’s Disciplinary Code/Code of Conduct, with the help of the HR/ER Office.
- Ensures continuous Training and Development of team members.
- Ensure continuous improvement in the teams activities and services by taking into account industry standards and benchmarks.

**Requirements**:

- Relevant B Degree
- Honours Degree (advantageous)
- ITIL V4 Foundation Certificate
- Cobit Foundation Certificate
- Valid Drivers License
- Minimum of 7 years experience in an IT environment,
- With a minimum of 5 years in a management role.

Detailed Description

Job Requirements

Additional Details

How To Apply

**Closing Date: 16 February 2024**

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