Manager: ICT Service Management at Border Management Authority

Description

The successful candidate expected to perform the following duties:

Functional Management

• Manage and ensure an effective service desk including incidents and call management, telephonic and remote support, end-user training, user access and password management according to standard operating procedures and relevant policies.
• Manage overall effective technical desktop, laptop and printer support regards to set-up of PC/s, Laptops, as well as ongoing trouble shooting, installations, rebuilds, patching and remote support
• Ensure overall management of ICT service requests to prevent escalation and complaints and meet SLA’s.
• Ensure that call logged from all BMA Ports of Entry (71) are resolved timeously.
• Create a knowledge base and service portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution.

Contract Managements and Stakeholder Management Support

• Manage and monitor ICT contracts throughout their lifecycle.
• Maintain a central repository of all ICT contracts and related documentation
• Monitor supplier performance against agreed contractual obligations and service levels.
• Conduct regular supplier performance reviews and meetings
• Ensure compliance with relevant legislation, organisational policies, and governance frameworks
• Support internal and external audit processes by providing contract-related information and evidence.
• Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing..
• Represent and participate in the organisation’s committees and tasks teams when required.
• Prepare monthly and quarterly contract management reports
• Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders.
• Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement.

Governance, Risk and Compliance 

• Ensure the development and implementation of the risk register.
• Analyse and evaluate the internal controls to determine their effectiveness in mitigating risks.
• Assist in the development of the risk register.
• Update risks register in partnership with relevant stakeholders.
• Ensure compliance with the relevant legislation and regulations.

Financial Management 

• Provide input in the planning and compilation of the business unit’s annual budget aligned to the operational plans to support the implementation of set objectives.
• Ensure the effective implementation, management, monitoring of the business unit’s budget, and mitigate and report on any variances.
• Monitoring financial control, budget management and the procurement process to ensure compliance with the legislation e.g. (PFMA, PPFA, and BBBEE).
• Ensure the deployment of proper financial controls to manage the business unit budget.
• Report on and communicate any costs improvements and shortfalls.

 People Management 

• Build and lead an effective and cohesive team through the effective management of divisional resources.
• Drive the implementation of talent acquisition, succession planning, development, and retention strategies for the division.
• Ensure the enhancement of relevant knowledge and skills through continuous coaching, mentoring and nurturing of talent in the business unit.
• Create a high-performance culture and manage team performance effectively by translating and communicating the annual performance goals and measures into individual work plans based on agreed upon objectives.
•  Ensure the working environment contributes to improving employee engagement, recognition and increased productivity.
• Ensure the management of poor performance and disciplinary matters in line with the BMA’s policies and procedures.

Requirements

Minimum Qualifications 

• Matric (Grade 12)
• An undergraduate qualification in Advanced Diploma / B-Degree (NQF Level 7) in Information Technology, Computer Science, Information Systems or related field.
• ITIL V3 or 4 Foundation Certificate
• COBIT Foundation Certificate

Minimum Experience

• 5 years relevant work experience at supervisory level in ICT

Knowledge 

• ICT Operations, Governance, Risk and Compliance
• Border Management Authority Act, No 2 of 2020

Other requirements

• Flexibility in working hours will be required to meet demands of the role.
• May be required to work overtime.
• Valid driver’s License