Ops Manager: Workstation Support (10280) at The South African Revenue Service (SARS)

Minimum Qualification & Experience Required

• Relevant bachelor’s degree / Advanced Diploma (NQF 7) AND 5-7 years' experience in a similar environment, of which 1-3 year ideally at supervisory level.

ALTERNATIVE 

• Senior Certificate (NQF 4) AND 10 years related experience

Minimum Functional Requirements

• Certification required:  ITIL.
• Microsoft Intune and SCCM (Endpoint Analytics and Log Analytics)

Job Outputs:

Process

• Accumulate information to report on work progress and use for decision making purposes and the identification of improvement opportunities.
• Apply discretion and judgement to diagnose symptoms, causes and effects and to make decisions to overcome problems and to provide solutions.
• Deploy resources appropriately and anticipate and resolve problems to ensure that tactical targets are achieved within agreed deadlines & standards.
• Ensure procedures, policies and mandates are clearly understood and complied with.
• Ensure the development, alignment and implementation of end-to-end processes within area of accountability for continued process improvement.
• Implement change & provide guidelines to direct reports defining the impact of change, the change itself & new requirements as a result of the change.
• Implement resource plans in line with delivery and performance objectives, on budget and in partnership with specialised areas.
• Link and communicate unit's objectives back to mandate, schedule and prioritise activities and allocate work to meet identified work outputs.
• Manage a work function or unit by focusing on the delivery and achievement of set objectives within specified time frames, costs and standards.
• Plan and organise multiple work outputs by assigning priorities and continuously reviewing objectives and goals.
• Provide input into the development of the tactical strategy as well as develop and implement a supporting operational strategy.
• Apply the necessary discretion and judgment in making decisions and overcoming obstacles in order to attain set goals and objectives for area of accountability.
• Frequently report on progress of unit and or team against pre-defined objectives and standards, ensuring accurate representation of facts.
• To ensure that support services are provided that enable the service providers to provide their contractual services. (IMACD, processing of invoicing, management of IT Storerooms, asset management).
• To be responsible for the supervision and output of the IMACD team, relevant workstation assets and IT storeroom management team, finance management team and general operational support
• Procurement Management – Timely ordering of end user infrastructure (workstations)
• End user Support - responsible and accountable for the management of the services (IMACD) provided to end users.
• To be responsible for participating in the procurement processes and maintenance & support contracts (Vendors and Contractors).
• To manage the relevant shared facilities and services provided e.g.  IT Storeroom.
• Facilitate the payment of End User invoicing related to printing and workstations.

Governance

• Implement and use governance & compliance procedures & processes effectively to identify and manage risks and expose previously unknown liabilities.
• Understand and implement governance control processes and role segregation requirements in area of accountability.
• Implement risk management, governance and compliance policies and processes to identify and manage risks and expose liabilities.
• Ensuring the team's adherence to specified policies, standards & procedures to prevent & reduce wastage on finance

People

• Build strong relationships through providing direction and leadership to own team and expressing positive expectations.
• Encourage and enable teamwork, by enabling collaboration with others and commitment to pursuing set goals.
• Implement appropriate people capacity plans in line with delivery and efficiency targets, on budget and in partnership with specialised areas.
• Monitor and actively manage team performance to meet specified objectives against required targets, deadlines and quality standards.
• Deploy resources appropriately and anticipate and resolve problems to ensure that tactical targets are achieved within agreed deadlines & standards.

Finance

• Draw up a budget aligned to operational delivery plans, monitor and report on variances.
• Implement, manage and report on cost improvement objectives and communicate or escalate any shortfalls.
• Ensure team's adherence to specified policies, standards & procedures to prevent & reduce wastage on financial resources & escalate associated risk.
• Ensuring the Service provider invoices are paid according to contract provisions and the allocation of purchase orders for time and material work

Client

• Contribute to a culture of customer service excellence, which builds positive relationships & provides opportunity for feedback & exceptional service.
• Develop and implement processes which builds client service delivery excellence and encourages others to provide exceptional service.