ICT Operations Manager at National Lotteries Commission

MAIN PURPOSE OF THE JOB

• To manage and oversee the day-to-day ICT operations, ensuring stability, reliability, and performance of the
• NLC’s ICT environment. The role ensures that service operations meet established service levels, adhere to
• governance frameworks, and support NLC’s strategic and operational objectives.
• SALARY SCALE:
• Commensurate with qualifications and experience.

REQUIRED QUALIFICATIONS

• Bachelor’s degree in Information Technology, Computer Science, or related discipline.
• Postgraduate qualification or certification in IT Service Management, Operations, or Infrastructure
• (advantageous).
• ITIL v4 Managing Professional or COBIT-19 Foundation (required).
• ISO/IEC 20000 or ISO/IEC 27001 training (advantageous).
• Project Management certification (PRINCE2 / PMP) preferred.

REQUIRED WORK EXPERIENCE:

• Minimum 5 years’ ICT operations and service-management experience, with at least 3–5 years in a
• managerial role.
• Proven experience managing ICT service delivery, incident resolution, and SLA compliance.
• Experience leading operational teams across infrastructure, applications, and support domains.
• Familiarity with PFMA and public-sector governance and reporting frameworks.

KEY RESPONSIBILITIES:

• Manage daily ICT service operations across servers, applications, and end-user environments.
• Ensure incident, problem, and change processes are executed effectively under ITIL standards.
• Monitor system and network performance to maintain ≥ 99.1 % uptime.
• Track and report on service-delivery KPIs, SLAs, and operational trends.
• Lead System Administration, Helpdesk, and Application Support teams.
• Promote skills development and ensure effective performance management.
• Ensure changes are assessed, approved, and implemented with minimal risk.
• Enforce alignment with PFMA, POPIA, and ICT policy frameworks.
• Prepare audit evidence and implement corrective measures for findings.
• Manage external partners, ensuring SLA adherence and service quality.
• Coordinate escalations and vendor performance reviews
• Support Disaster Recovery (DR) and Business Continuity Planning (BCP).
• Provide regular reports to CIO and ICT Steering Committee on operational performance.
• Identify and implement process and technology enhancements.
• Introduce automation and monitoring to reduce downtime and improve service delivery.
• Reduction in repeat incidents and service interruptions.
• User satisfaction and service feedback scores.
• Zero critical audit findings in operations.
• Timely and accurate operational performance reports
• REQUIRED COMPETENCIES AND SKILLS
• Comprehensive knowledge of ITIL and COBIT service operations.
• Strong understanding of hybrid environments (on-prem, cloud, and network systems).
• Proficiency in system monitoring, analysis, performance optimisation, and reporting.
• Knowledge of incident, problem, and change-management processes.
• Ability to interpret and apply governance frameworks and audit requirements.
• Decisive, organised, and results oriented.
• Excellent communicator and collaborator.
• Analytical and process-driven with attention to detail.
• Calm under pressure and customer focused.
• Ethical and committed to continuous improvement

CLOSING DATE: 24 FEBRUARY 2026