REQUIREMENTS :

• Matric with an NQF level 6/7 National Diploma/Degree as recognised by SAQA in ICT-related field.
• Minimum of three (3) years’ experience as Assistant Director in the field ICT Service Desk Management.
• The industry certification, Microsoft Certified: Azure Fundamentals will be an added advantage.
• The certification exam will be administered to candidates considered suitable for the post before an offer of employment is made. A valid driver’s licence.

DUTIES :

• Implement and maintain ICT service agreements – align IT-enabled services and service levels with departmental needs and expectations. Publish and maintain live IT-enabled services in the service catalogues. Define and prepare service agreements based on the options in the service catalogues.
• Implement and maintain ICT suppliers – manage it-related services provided by all types of suppliers: Expertly utilise the SITA Transversal and non-transversal contracts and their applications in different procurement scenarios. Optimise requirements with input from SITA accredited suppliers.
• Formalise and manage the supplier relationship for each supplier. Manage, maintain and monitor contracts and service delivery. Implement and maintain an ICT quality management system – establish a quality management system (QMS).
• Focus quality management on customers – Manage the business needs and expectations for each business process, IT operational service and new solutions. Communicate customer requirements and expectations throughout the business and IT organization. Survey customer views on business process and service provisioning and IT solution delivery.
• Implement and maintain ICT availability and capacity – balance current and future needs for availability, performance and capacity with cost-effective service provision: Assess availability, performance and capacity of services and resources to ensure that cost-justifiable capacity and performance are available to support business needs and deliver against SLAs.
• Create availability, performance and capacity baselines for future comparison. Identify important services to the enterprise, map services and resources to business processes, and identify business dependencies.
• Review trend analysis reports identifying any significant issues and variances, initiating actions where necessary, and ensuring that all outstanding issues are followed up. Address deviations by investigating and resolving identified availability, performance and capacity issues.
• Implement and maintain ICT operational process controls – continually assess, monitor, and operate the execution of the ICT operational process activities and related controls, based on departmental risk, to ensure that the processing controls are aligned with departmental service delivery needs and that information processing is valid, complete, accurate, timely, and secure (i.e., reflects legitimate and authorised business use).
• Manage the ICT operational roles, responsibilities, levels of authority and segregation of duties needed to support the ICT operational process objectives. Authorise access to any information assets related to ICT operational information processes, including those under the custody of the business, IT and third parties.
• Manage ICT operational process exceptions and errors and facilitate their correction. Include escalation of ICT operational process errors and exceptions and the execution of defined corrective actions.