Director: IT Operations Support at Gauteng Department of e-Government

Requirements :

• Qualification in Information Technology/ Business Administration/ Business Management/Business Operations management/ Computer Science at NQF level 7(Advanced Diploma/ Degree) as recognized by the SAQA.
• 5 years of experience at middle or senior managerial level in IT Service Management. ITIL certificate (compulsory) and COBIT.NYUKELA certificate, must be submitted prior to appointment.

Duties :

• Direct the alignment of Information Technology (IT) services to business needs. Manage IT-Business Strategy Alignment. Participate in strategic planning sessions to understand business objectives. Manage IT policies support business compliance, risk management, and growth initiatives.
• Identify business processes and business requirements for a service. Manage business strategy for services and the business processes it supports. Administer the implementation of resource requirements. Manage communication of standards and methods across the IT Services.
• Manage IT components to ensure consistency and cost-efficiency on service level availability required by customers. Manage the development and maintenance of catalogue of existing services offering. Manage the maintenance and optimization of IT infrastructure, including networks, servers, and storage systems. Manage high availability and reliability of all IT systems. Manage contract management for IT services and infrastructure.
• Ensure that vendors comply with service level agreements (SLAs) and consistently meet performance standards. Oversee the efficient progression of problem tickets through the established Problem Management process. Manage coordination for incidents to minimise service outages. Ensure that Performance by all E-GOV IT technical staff and service providers is in accordance with agreed SLAs.
• Manage the performance of the relevant service providers. Manage and minimise the adverse impact of the incidents and prevent the re-occurrence of errors (Service Delivery and Support) Manage IT service delivery to ensure efficient and timely resolution of technical issues.
• Administer the implementation of IT service management (ITSM) practices to enhance service quality and user satisfaction. Manage the Diagnostic process of root causes of incidents and eliminate. Manage that data handled, transferred, or processed is according to legal guidelines.
• Manage Security and Compliance: IT operations adhere to company policies, industry standards, and regulatory requirements. Manage the client interaction in line with service levels. Coordinate stakeholder engagement with key stakeholders to ensure ease of doing business and access to areas within stakeholders.
• Coordinate and facilitate communication channels with internal and external key stakeholders to ensure proper messaging of ICT standards. Implement and monitor Service Level Agreements with the relevant stakeholders. Manage that agreed service levels are consistently met monthly. Manage and improve the level of service to the Customer base.
• Gather and disseminate accurate and timely information to all relevant stakeholders. Ensure optimal service quality and availability. Manage resources. Manage ongoing strategic partners and vendors to ensure that they perform according to the SLAs. Manage that organisation’s SLAs are measurable and aligned with strategic partners and vendor service agreements.
• Manage bi-annual reviews of strategic partners and vendor contracts to ensure SLAs are measurable and enable consistent delivery. Manage monthly reports detailing accomplishments and problems detailing SLA performances to fourteen (14) Gauteng Provincial Departments and its agencies.
• Suggest solutions to improve customer satisfaction and service delivery. Manage resources. General supervision of employees. Allocate duties and perform quality control on the work delivered by supervisees. Advise and lead supervisees regarding all aspects of the work.
• Manage leave, performance, conduct and discipline of supervisees. Enforce that all supervisees are trained and developed to be able to deliver work of the required standard efficiently and effectively. Manage utilisation of physical resources. Review and sign off job profiles