Deputy Director: ICT Management at The Government Pensions Administration Agency (GPAA)

Qualification/s Requirements

• A relevant 3-years National Diploma/Degree in Information Technology/BSc (Computer Science); Bcom (Information Systems) or equivalent qualification (at least 360 credits).
• Minimum of six (6) years’ experience in the ICT field, with three (3) years in management or middle management experience. ITIL v3 qualifications and Customer Service Certification will be an advantage. Computer literacy that would include a good working knowledge of Microsoft Office products. 

Key Performance Areas

The successful incumbent will be responsible for a wide variety of tasks which include but not limited to the following:

• Manage interface between GPAA and Service Providers: Engage with all related role players to develop a service catalogue. Manage and maintain the ICT service catalogue. Develop and oversee the implementation of new systems and processes centred on service delivery frameworks (COBIT and ITIL). Engage with all stakeholders both internally and externally, including suppliers, delivery partners and end users (clients) to develop relevant SLA’s and OLA’s prior to deployment and on a pre-determined period thereafter. Work with Senior Management to propose, agree and deliver IT services to defined Service Level Agreements. Engage with all ICT managers to compile service compliance reports. Provide status report to various committees on all aspects of ICT service delivery. Forecast areas of service deficiency for improvement. Consult with the CIO on service performance areas.
• Negotiate with vendors, outsourcers and contractors to secure ICT specific products and services. Manage contracts and relationships with external service providers. Work with the architecture design services team to ensure a coordinated approach to the development of ICT technology. Coordinate annual client satisfaction surveys. Manage the unit’s audit findings and risks. Develop, implement and monitor ITIL processes identified for Service Management in order to provide effective support to the GPAA: Ensure incident management, Request Fulfilment and Problem management policies, processes and procedures. Identify platforms to automate processes which will improve effectiveness and efficiency of the ICT section and ensure adherence. Ensure the GPAA operational processes adhere to industry approved standards and best practices. Report on the overall ICT performance where incidents, requests and problems are concerned. Ensure the organization has an ITSM tool to manage its operations. Provide support in the implementation of ICT service projects: Consult with the CIO on implementation of projects relating to service delivery. Engage with a diverse range of stakeholders both internally and externally, including suppliers, delivery partners and end users (clients) to ensure effective service delivery implementation.
• Assist in the development and maintenance of a service recovery fallover plan for all Business Information Systems (BIS) in GPAA. Identify, develop and apply practical and business area concepts to enhance and propel service delivery. Research new technologies in Information technology and provide recommendations to the CIO to support the strategic direction of both the department and business. Provide input to the strategic/ operational management of the section: Compile comprehensive operational plans, monthly quarterly and annual performance reports. Keep abreast of the changes in relevant guidelines and other legislation, to make recommendations where policies and procedures need to be amended. Develop, enhance and implement policies, processes and procedures that are relevant to the section and enhance service delivery. Collaborate with internal and external stakeholders to implement new systems and processes, enabling integration into other areas. Manage all resources of the unit: Set, agree and monitor performance of direct reports, check that it is aligned with planned targets. Allocate work according to the individual workload, expertise and developmental needs of the individual.