Manager: Service Delivery at Road Accident Fund

Key Performance Areas

Customer Service

• Establish User forums.
• Ensure that healthy relations exist between ICT and Business.
• Ensure IT Service continuity.
• Manage IT issues and request for User Community.
• Facilitate resolution of IT issues within SLA targets.
• Initiate and manage SLA reviews.
• Hold Service Level Management meetings with User Community representative.
• Training User on Technology being used.
• Manage ITIL process across ICT.
• Submission of monthly payments authorizations to finance accounts payable.

Service Delivery Compliance and Support

• Recommend and implement IT infrastructure to have fully functional RAF Office.
• Develop an operationally effective support model for the RAF Offices establish.
• Ensure compliance to OHS when setting up new sites.
• Develop IT solution to improve business production and be cost effective.
• Participate in the Pre-Procurement documentation and Technical Evaluations.

Vendor and Contract Management

• Identify service that can best be provided by Service Providers.
• Liaise with prospective vendors regarding tenders falling with scope of responsibility in conjunction with Manager Strategic Vendor Management.

Asset Management

• Manage audits of hardware and software.
• Manage and maintain asset register for all processing centres.
• Provide guidance on technical procurement for processing centres and CEC’s users.
• Ensure software patches for all processing centres are up to date.
• Eradicate illegal software use.
• Ensure that all processing centre clients have updated AV definitions.

Financial Management

• Prepare IT Budget for area of responsibility.
• Manage IT budget in area of responsibility.

Policy Review and Implementation

• Contribute to the development and implementation of departmental policy, procedures and processes.
• Keep up to date with effective policy and practice execution strategies.

Reporting

• Prepare and submit regulation reports as and when required to provide progress updates and/or inform management decisions.
• Develop reports/ procedures and guide the process through the alignment of the documents to the overall RAF’s Strategy.
• Develop functional reporting systems, for management, projects or performance reporting.

Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders about investments and proactively and progressively manage the relationships.
• Represent the Fund in relevant external activities and events.

People Management

• Manage staff in the department to ensure that they achieve their objectives in line with the strategic objectives of the RAF.
• Manage the implementation of human capital processes and procedures to control/regulate workplace conflict and/or institute corrective measures and consultation processes to address deviations from standards

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Information Technology related qualification.
• Postgraduate in Information Technology related qualification will be an added advantage.
• ITIL V3 Foundation or Higher
• Relevant 6 - 8 years’ experience in IT Service delivery environment of which 2 years must have been must have been on a supervisory level/ area of expertise/ management level.