Manager: Helpdesk and Incident Management (2994) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• NQF 7 Degree in Information Technology, Computer Science, or equivalent.
• ITIL Foundation.
• Cobit Foundation.
• Minimum 5 years' experience in ICT Service Management, ICT Support Services, or ICT Operations.
• Minimum 3 years' experience in a supervisory or team leadership role.
• Experience managing ICT Service Desk, Incident Management, Request Fulfilment, or related service management functions.
• Experience monitoring service performance, customer service, and operational support processes.
• Experience coordinating technical teams, service providers, and business stakeholders.

ADVANTAGEOUS:

• ITIL Intermediate an added advantage.

WORKPLACE COMPETENCIES:

• IT Service Management
• ICT Infrastructure and Service Dependencies
• Reporting and Analytics
• Risk Management, Governance and Audit
• Vendor and Contract Management
• ICT Service Support Leadership
• Strategic Planning and Execution
• Stakeholder Engagement
• Financial and Resource Management
• Communication and Reporting
• Resilience and Decision-Making
• Strategic Thinking and Continuous Improvement
• Accountability, Customer Focus and Collaboration

KEY RESPONSIBILITIES:

ICT Service Desk Leadership

• Provide leadership and governance of SANRAL's ICT Service Desk, ensuring the delivery of responsive, customer-centric, and high-quality support services across the organisation.
• Establish, implement, and continuously improve Service Desk operating models, standards, procedures, and service delivery practices aligned to approved ICT service management policies and standards.
• Ensure the effective management of ICT incidents, service requests, enquiries, escalations, and communications through the Service Desk, acting as the single point of contact between ICT and business users.
• Drive service excellence through the achievement of service level targets, improved customer satisfaction, increased first-contact resolution, reduced response and resolution times, and enhanced service quality.
• Lead Service Desk resource planning, workforce management, and operational readiness to ensure the effective delivery of services and support across all business locations.
• Promote the adoption of self-service capabilities, automation, digital support channels, and knowledge management practices to improve user experience, operational efficiency, and service accessibility.
• Monitor and report on Service Desk performance through the establishment of service metrics, dashboards, trend analysis, and management reporting, ensuring proactive identification and resolution of service issues.
• Ensure effective stakeholder engagement, user communication, escalation management, and service restoration coordination during major service disruptions and high-impact incidents.
• Foster effective collaboration between the Service Desk, technical support teams, infrastructure teams, application support teams, vendors, and other ICT stakeholders to ensure seamless end-to-end service delivery.
• Ensure compliance with ICT service management standards, governance requirements, and audit obligations.

IT Service Management Practices Governance

• Provide oversight, coordination, and continual improvement of IT Service.
• Management practices, ensuring alignment with approved standards, policies, and ITIL best practices.
• Monitor and support the effective implementation of Incident Management processes to ensure the timely restoration of services and effective management of service disruptions.
• Oversee Problem Management activities to identify root causes, reduce recurring incidents, and improve overall service stability.
• Monitor the effectiveness of Request Fulfilment processes to ensure efficient and customer-centric delivery of standard service requests.
• Coordinate Major Incident Management activities, ensuring effective stakeholder communication, escalation management, service restoration, and post-incident review activities.
• Monitor compliance with ICT Change Enablement processes and governance requirements to ensure that changes are implemented in a controlled and risk-managed manner.
• Promote the effective use of Knowledge Management practices to support service delivery, problem resolution, self-service capabilities, and continual improvement.
• Oversee the IT Service Continuity Management activities, including continuity planning, testing, recovery readiness, and the implementation of improvement actions.
• Monitor and report on process effectiveness, compliance, risks, trends, and service performance across IT Service Management practices.
• Drive Continual Service Improvement initiatives through trend analysis, lessons learned, customer feedback, service reviews, and performance improvement opportunities.
• Ensure that IT Service Management practices support service quality, customer experience, operational effectiveness, and organisational objectives.

Planning and Reporting

• Develop and maintain annual operational plans, resource forecasts, and training roadmaps for all subfunctions.
• Develop and maintain ICT service performance dashboards and reports.
• Monitor SLA compliance, service availability, customer satisfaction, and service quality metrics.
• Coordinate service review meetings and governance reporting.
• Present service performance results to management and governance forums.
• Ensure service management practices comply with governance, audit, and regulatory requirements.

Leadership, People Management & Continuous Improvement

• Lead, coach, and develop direct reports and service management teams.
• Establish performance objectives and development plans.
• Foster a customer-centric and service-oriented culture.
• Drive continual service improvement initiatives.
• Promote innovation, automation, and operational efficiency.
• Ensure effective succession planning and capability development.