Manager: IT Operations (FTC) at The South African Revenue Service (SARS)

Job Purpose

• To plan, organise and manage IT Operations employees and overall IT Operations to effectively and efficiently provide support and maintenance services of all IT infrastructure to ensure availability of IT services and ensure optimal performance in line with the availability targets of the APP. 

Education and Experience

Minimum Qualification & Experience Required

•  Bachelor’s Degree / Advanced Diploma (NQF 7) Information Technology, Computer Science or Similar and 8 - 10 years’ experience in IT Service Delivery environment, of which 3 - 4 years at a junior management level.

ALTERNATIVE #

• Senior Certificate (NQF 4) AND 15 years’ experience IT Service Delivery environment, of which 3 - 4 years at a junior management level.

Minimum Functional Requirements

• ITSM: added advantage
• ITIL/COBIT: added advantage

Job Outputs:

Process

• To manage and improve a significant portion of the existing integrated bespoke SARS applications throughout their lifecycle by performing complex, integrated technical support, taking new requirements through the systems development life cycle, and collaborating with application development teams to design and release new services into the production environment.
• Act as the bottom-line drivers of tactical implementation within the context of business unit excellence and performance improvement. 
• Direct, control, coordinate and optimise budgeted resources to meet specific objectives and deliver agreed results and productivity requirements. 
• Ensure the development and implementation of a practice in alignment with operational policy and procedural frameworks.
• Implement tactical strategy and delivery plans through the development of operational activities, ensuring the achievement of operational targets.
• Plan for handling work outputs, pull together interdependent activities and specify priorities, standards and procedures to ensure tactical implementation.
• Provide periodic reports on performance against plan & progress on short-term initiatives & use to realign tactical plan and objectives appropriately. 
• Recommend changes to optimise processes, systems, policies and procedures, and execute the implementation of change and innovation initiated by the organisation.
• Timeously communicate top-down policy modification, objective achievement progress and critical success factors to impacted stakeholders.
• Use the insights gained through integrated business reports to measure success and realign tactical strategy implementation objectives appropriately.
• Conduct assessments and use information to advise, make recommendations and facilitate improvement.
• Inform on infrastructure requirements in support of appropriate delivery systems.
• Ensure achievement of the availability of IT infrastructure and services in line with the organisation's strategic objectives and the annual performance plan.

Governance

• Implement governance, risk and compliance policy in own practice area to identify and manage governance and risk exposure liability.
• Manage and or advise on the translation and application of policy in a specific functional area.

People

• Develop and implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised area.
• Plan and implement enhanced organisational efficiency by identifying and addressing development requirements and providing tools for people resources.
• Translate performance expectations into specific metrics and goals to identify and provide effective services, solve problems and achieve objectives.

Finance

• Draw up a budget aligned to tactical delivery plans, monitor planned vs. actual, minimise expenditure and report on cost efficiency.
• Implement and monitor financial control, management of costs and corporate governance in area of accountability.

Client

• Build strong relationships and implement service level agreements that promote SARS with internal and external stakeholders.
• Develop and ensure implementation of practices which builds service delivery excellence and encourages others to provide exceptional client service.
• Manage an integrated service excellence culture, which builds rewarding relationships and provides opportunity for feedback and exceptional service.

Behavioural competencies

• Accountability
• Fairness and Transparency
• Honesty and Integrity
• Respect
• Trust

Leadership competencies

• Ability to translate strategy into execution
• Concern for Impact of own behaviour on others

Technical competencies

• Customer Relationship Management
• Functional Policies and Procedures
• Query Resolution
• SARS Systems Products
• Standard operating procedure compliance

Deadline:19th April,2026