Senior Manager: ICT Service Delivery (2995) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• NQF 7 Degree in Information Technology, Computer Science, or equivalent.
• ITIL Foundation 
• Cobit Foundation
• Minimum 10 years' experience in ICT Service Management, ICT Operations, Service Delivery, or ICT Support Services.
• Minimum 5 years' management experience leading multiple ICT service delivery functions or teams.
• Proven experience establishing and governing enterprise ICT Service Management capabilities.
• Experience leading Service Delivery, Service Desk, Incident, Problem, Change, Availability, Capacity, Service Continuity, or Customer Experience functions.
• Experience managing ICT service providers, outsourcing arrangements, and service level agreements.
• Experience leading organizational service improvement and service transformation initiatives.

ADVANTAGEOUS:

• ITIL Intermediate, ITIL Managing Professional an added advantage.

WORKPLACE COMPETENCIES:

• Strategic Planning and Organisational Transformation
• ICT Service Management and Service Delivery Governance
• ICT Services, Infrastructure and Business Dependencies
• Service Performance, Reporting and Analytics
• Risk Management, Governance and Compliance
• Vendor, Contract and Service Integration Management
• ICT Service Delivery Leadership
• Strategic Planning and Execution
• Stakeholder Engagement and Relationship Management
• Financial and Resource Management
• Communication and Executive Influence
• Reporting, Analytics and Decision Support
• Resilience and composure
• Strategic Thinking and Foresight
• Continuous Improvement and Innovation
• Accountability and Integrity
• Customer and Service Orientation
• Collaboration and influence

KEY RESPONSIBILITIES:

ICT Service Delivery Strategy and Governance    

• Develop, implement, and govern SANRAL's ICT Service Delivery strategy, operating models, and roadmaps aligned with corporate objectives.
• Provide strategic oversight of ICT service delivery functions to guarantee reliable, secure, and customer-centric IT operations.
• Establish, maintain, and mature enterprise-wide ITIL-aligned policies, standards, performance frameworks, and compliance mechanisms.
• Establish and mature the Software Asset Management (SAM) practice to enforce software governance, ensure licence compliance, and optimize lifecycle costs.
• Lead service delivery modernization, automation, and digital service initiatives to enhance quality, efficiency, and business value.
• Represent the ICT Service Delivery department at governance forums, management committees, and executive engagements.

IT Service Management Improvement and Innovation 

• Drive the continual improvement, evolution, and maturity tracking of enterprise ICT Service Management (ITSM) practices.
• Identify and implement strategic initiatives to enhance service quality, operational efficiency, customer experience, and overall organizational value.
• Champion innovation, automation, self-service portals, and digital capabilities to improve service delivery outcomes and operational resilience.
• Leverage emerging technologies, industry trends, and global leading practices to modernize ICT service delivery and strengthen business enablement.
• Establish metrics to measure, analyse, and report on the tangible benefits, efficiencies, and ROI realized from innovation initiatives.

Leadership, People and Resource Management 

• Lead, coach, and develop managers, specialists, and service delivery teams to achieve organisational and service delivery objectives.
• Establish performance objectives, workforce plans, succession plans, and capability development programmes to ensure the availability of skilled and future-ready ICT service delivery resources.
• Foster a high-performance, customer-centric, and service-oriented culture that promotes accountability, collaboration, and service excellence.
• Drive innovation, automation, continuous learning, and operational excellence across ICT service delivery functions to improve service quality, efficiency, and business value.
• Ensure the effective utilisation and stewardship of financial, human, and technology resources to achieve service delivery objectives and organisational priorities.

Vendor, Contract and Service Integration Management 

• Govern the performance of ICT service providers, managed service partners, and outsourced support functions to ensure delivery against contractual and service level commitments.
• Oversee service integration across internal ICT teams, service providers, and business stakeholders to ensure seamless end-to-end service delivery.
• Monitor vendor performance, contract compliance, service risks, and value realisation from ICT service delivery contracts.
• Support sourcing, procurement, contract renewal, and supplier governance activities relating to ICT service delivery.