(1069) IT End User Support Manager - BSTD at South African Reserve Bank

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Managing the IT Service Desk, End User, Printing, IT Service Management Platform, IT Executive Support and Cellular functions in alignment with departmental objectives. 
• Managing the development, successful implementation, continual improvement and maturation of IT Service Desk, End User, Print, IT Service Management Platform IT Executive Support and Cellular standards and practices across the SARB 
• Developing, managing and implementing short/long term technical strategic and operational plans to ensure that IT Service Support meets existing and future requirements.
• Developing, documenting and managing the implementation of best practices, IT Service Support standards and standard operating procedures (SOP's). 
• Driving and leading the self-service and process automation agenda as part of Process Improvement.
• Managing performance of 3rd party service providers.
• Leading IT Service Support, data analytics, reporting and process documentation.
• Monitoring and measuring quality of service as well as enforce governance and compliance to IT Service Support processes.   
• Researching and recommending IT Service Support solutions and the implementation thereof.   
• Talent and succession management, development and performance management of the IT Service Support team. 
• Building and managing key stakeholder relationships to ensure delivery of quality service and participate in other departmental/divisional projects in order to contribute towards business objectives. 
• Identifying, mitigating and managing risks related to IT Service Support environment.
• Providing input to resource planning, cost estimation, budget development and cost control. 

Qualifications

To be considered for this position, candidates must be in possession of:

• a minimum of a Post Graduate Degree (NQF 8) in Computer Science, Information Systems or an equivalent qualification; 
• Minimum eight to ten years’ experience in an IT environment.     
• at least two years people management experience; and
• Certification in process mapping, ITIL and COBIT.