General Manager: ICT Service Management (Operations) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• NQF Level 8 qualification: Information Technology / Information Systems / Computer Science.

Certification:

• ITIL Foundation
• ITIL Intermediate: Service Design
• Minimum ten (10) years’ relevant experience in IT Service Management, Operations and infrastructure.
• With five (5) years management experience.

TECHNICAL COMPETENCIES

• Extensive technical knowledge of information technology and general knowledge of specific ICT services, solutions, systems, and processes. 
• Extensive knowledge of IT Service and Operations Management, Infrastructure Management and Application Support Management.
• Sound knowledge and experience of ITIL principles and ISO 9000 principles.
• Extensive knowledge of contract management and subcontractor engagement processes.
• Knowledge of the latest technological trends to promote new technologies within the organization and suggest changes to the present framework.

Service Management and Operations Management

• Define an end-to-end provisioning process for ICT services, facilitating automation wherever possible and lead effort to provide production support, service requests and oversee routine maintenance and support activities.
• Monitor and oversee systems and trends to identify ways to prevent occurrence of events, incidents, problems and errors, improve overall performance and take appropriate control action to ensure production systems and devices are online and available.
• Develop and manage the ICT service management catalogue and establish governance to ensure that the addition, modification or removal of any IT services is done in a standard and controlled manner.
• Manage and guide the operation of a Central Service Desk to receive, log and close all reported operational incidents in accordance with SLA’s.
• Ensure the development of a knowledge base and document repository for service management and operations.
• Define, evaluate and support the negotiation of Service Level Agreements (SLA) ensuring service compatibility to the contractual obligations of service providers; and
• Monitor, measure, report and review current performance of services and components in the enterprise IT environment, ensure IT capacity meets business needs and ensure regulatory compliance to policies and procedures.
• Performance management within the Applications and Infrastructure management team.

KEY RESPONSIBILITIES

Infrastructure Management

• Collaborate with all the GMs to ensure development of the overall applications and infrastructure engineering capability.
• Collaborate with all the GMs to ensure right design, selection and implementation of applications and infrastructure.
• Collaborate with all the GMs to ensure the development, management, and forecasting of service level requirements on business needs, business applications and IT infrastructure.
• Support the implementation of the ICT strategy, ensure client satisfaction and management of risk to ICT services.

Service Transition Management and Business Continuity

• Oversee the successful roll-out of new or amended systems and infrastructure changes to the infrastructure environment (e.g. operating system upgrades, hot fixes / patches, virus definition, etc.) to ensure quality services are continually maintained and improved.
• In partnership with other GMs, ensure that all systems have continuity plan in place, processes and procedures are available in a disaster situation, ensure internal business continuity procedures are implemented and ensure and manage the overall Business Continuity Planning /Disaster Recovery (BCP/DR) testing process.