Senior Manager: ICT Service Delivery (IT06)

Job Description

The University of the Witwatersrand is seeking a Senior Manager for ICT Service Delivery to oversee IT service management processes and customer-facing functions, including service desk, desktop support, audio-visual support, and lab support, ensuring seamless ICT service delivery across the University.

Requirements

• Relevant Bachelor’s degree
• ITIL V4 Foundation Certificate
• Cobit Foundation Certificate
• Valid Driver’s License
• Minimum of 7 years’ experience in an IT environment
• Minimum of 5 years in a management role
• Honours degree (advantageous)

Responsibilities

• Prepare and manage budgets for areas of responsibility, ensuring accurate financial planning and resource allocation
• Oversee and monitor project budgets to ensure completion within approved scope and timelines
• Establish contingency plans to reduce financial risk
• Formulate action plans and policies to execute University and departmental goals
• Interpret strategic ICT business drivers to ensure correct alignment of ICT processes
• Set key integrated tactical plans for areas of responsibility
• Procure services as per the University’s procurement process
• Initiate and conclude contract negotiations and evaluations in collaboration with the Procurement Division
• Ensure effective management of service providers as per Service Level Agreements (SLAs)
• Manage operations of customer-facing functions, including people, processes, and technology
• Ensure high-quality ICT services are available at all times
• Ensure provisioning of IT services in accordance with customer requirements
• Establish metrics to measure performance
• Ensure timely resolution of calls, adhering to quality standards
• Ensure adherence to IT service management practices
• Ensure availability of competent skills and resources
• Monitor and report on the management of areas of responsibility and applicable IT services
• Develop and maintain service management processes and procedures
• Identify and highlight opportunities for service and process improvements
• Implement service improvement plans and ensure timely completion
• Assess operational risks and implement appropriate risk mitigation plans
• Report and respond to governance structures and bodies
• Ensure compliance with relevant regulations
• Manage direct reports as per the University’s HR policies and processes
• Set performance outputs and measurements for each direct report
• Effectively manage poor or non-performance of staff
• Effectively manage disciplinary issues as per the University’s Disciplinary Code
• Ensure continuous training and development of team members
• Ensure continuous improvement in team activities and services by adopting industry standards and benchmarks