Core Description
- Overseeing the delivery, quality, and efficiency of technical services provided in the field—typically involving installation, maintenance, repair, or support of equipment, systems, or infrastructure at customer sites.
Key Deliverables / Primary Functions
Service Delivery & Quality Assurance
- Ensure high-quality technical service delivery aligned with SLAs (90%+ compliance).
- Oversee preventative maintenance, audits, and disaster recovery processes.
- Maintain system integrity, version control, and support for IT systems.
Operational & Project Management
- Lead multiple concurrent projects, ensuring timely rollouts and documentation.
- Manage stock levels, resource scheduling, and work rosters.
- Track budgets, control costs, and ensure operational efficiency.
Risk, Compliance & Process Improvement
- Identify and mitigate infrastructure risks.
- Ensure compliance with ITIL, ISO 27001, and cybersecurity standards.
- Drive continuous improvement using Lean/Six Sigma and enhance system processes.
Technology & Innovation
- Adopt emerging technologies (cloud, virtualization, automation).
- Collaborate with IT/engineering teams to implement digital tools.
- Use analytics and dashboards for performance monitoring and SLA tracking.
Stakeholder & Vendor Engagement
- Act as liaison between IT and business stakeholders.
- Manage relationships with vendors, partners, and service providers.
- Handle escalated customer issues and co-create functional solutions.
- Team Leadership & Development
- Mentor and coach staff, identify high-potential employees.
- Develop KPIs/KPAs, training plans, and ensure team competency.
- Promote employee engagement, innovation, and performance excellence
Core Functional Skills & Capabilities
- Risk Management
- Team Management
- Infrastructure Technology
- Service Management
- Finance and Budget Management
Core Behavioural Competencies
- Job Match
- Applying expertise & Technology
- Delivering Results & Meeting customer expectations
- Leading and supervising
- Deciding & Initiating Action
- Presenting and Communicating information
Minimum Qualifications
- NQF 6: 3 year Degree/ Diploma/ National Diploma in Business or Information Technology
- OR NQF 4: Grade 12
Additional Education -Preferred /Advantage
Experience
- 3 years relevant experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector.
- OR
- 5 years’ experience in infrastructure services, technical support environment. The experience must include relevant exposure to the specific ICT sector
Certifications
- Professional Memberships in Relevant Industry
Level of Engagement & Span of Control
- Span of Control : 5 – 20 direct reports
- Level of Engagement : Engagement will all levels within the organisation, internal and external to the business.
Special Requirements / Employment Condition
- Ability to work extended /long hours as and when required
- Valid Drivers license
Workplace / Physical Requirements
- Billable
- Full-time Client Based Position
Gmail
Yahoomail