Manager: ICT Support Services and Asset Management (2643) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• A relevant bachelor's degree or equivalent at an NQF level 7.
• Certificate in ITIL Foundations.
• At least five (5) years of relevant experience in IT service management and operations.
• At least three (3) years of management experience.

ADVANTAGEOUS:

Certificate in:

• Informatics
• Information Systems
• ITIL Intermediate

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 experience.
• Sound knowledge and experience of ITIL principles and ISO 9000 principles.
• Extensive knowledge of contract management and subcontractor engagement processes.

KEY RESPONSIBILITIES:

Service Management and Operations Management

• Implement an end-to-end provisioning process for ICT services, facilitating automation wherever possible and providing production support, service requests and overseeing routine maintenance and support activities.
• Manage day-to-day service operations by providing operational support to the business, ensuring production systems and devices are online and available.
• Develop the event categorization framework to qualify events and determine remediating actions.
• Monitor and oversee systems and trends to identify ways to prevent the occurrence of events, incidents, problems, and errors, improve overall performance, and take appropriate control action to address the events.
• Implement and drive processes related to service capabilities and conduct technical resolutions of high-severity incidents.
• Manage and guide the operation of a Central Service Desk to receive, log, and close all reported operational incidents in accordance with SLA’s.
• Oversee the investigation of all follow-up activities needed to determine the root cause, attempt problem recreation, and identify workarounds and changes where feasible. This includes coordinating formal demand logging for eventual implementation.
• Ensure the development of a knowledge base and document repository for service management and operations.

Service Level Management

• Facilitate the development of policies, to ensure that existing service levels are met across a variety of platforms.
• Define and create the overall service measurement framework that determines service efficiency.
• Support the process to define, evaluate, and support the negotiation of SLAs ensuring service compatibility with the contractual obligations of service providers.
• Monitor, measure, report, and review the current performance of services and components in the enterprise IT environment, ensure IT capacity meets business needs, and ensure regulatory compliance with policies and procedures.
• Review services, analyse alignment to business requirements and satisfaction levels to define potential service improvement opportunities. This includes developing an action plan based on findings i.e. service enhancement, improvement, or retirement.
• Manage the review survey process with business and leverage feedback to improve services, tools, and support experience.

Service Transition Management

• Own and maintain the ICT service management catalogue, ensuring that addition, modification, or removal of any IT services is done in a standard and controlled manner.
• Manage the 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.
• Conduct the impact assessment of changes to the operations environment, facilitate the prioritisation process, and ensure the relevant contingency arrangements are in place.

General Management

• Be the custodian of ongoing live services and ensure that Service Delivery is focused on relentlessly improving the provision of these services. 
• Jointly review the business continuity and IT Service Continuity Management (ITSCM) plans after design amendments or at least annually to ensure all tasks are correctly assigned and are implementable by designated operational personnel.
• Execute yearly ITSCM tests as part of SANRAL’s Business Continuity Plan (BCP).
• Assist with internal audits and completion of maturity assessments against the process activities and associated roles to demonstrate areas of improvement or, conversely, areas of concern.
• Support the General Manager: ICT Service Management, in the review and approval of key issues and decisions for all Service Management / Operations domains
• Support the General Manager: ICT Service Management (Operations) with improving the value that Infrastructure receives from its service providers.