Senior Manager: ICT Service Delivery (IT06) at University of the Witwatersrand

Main Purpose: 

• The Senior Manager: ICT Service Delivery is responsible for overseeing and managing IT service management processes and customer-facing functions, supporting the entire University user community. This includes managing the service desk, desktop support, audio-visual support, and lab support functions. Ensuring seamless ICT Service Delivery in accordance with the expectations of the University.

Brief Description 
Key Responsibilities:

Finance: 

• Prepare and manage budget for areas of responsibility, ensuring accurate financial planning and allocation of resources for maintenance, repairs, and ICT improvement projects.
• Oversee and monitor project budgets, ensuring projects are completed within the approved budget, scope, and timelines.
• Establishment of Contingency Plans to Reduce Financial Risk

Strategy and Policy Execution: 

• Formulate Action Plans and policies geared towards the execution of University and departmental goals.
• Interpret strategic ICT business drivers and requirements to ensure correct alignment of ICT processes.
• Set Key Integrated Tactical Plan for the areas of responsibility.

Contract Management: 

• Procurement of services related to areas of responsibility as per the University’s Procurement Process.
• In collaboration with the Procurement Division, initiate and conclude various contract negotiations and evaluations.
• Ensure effective management of Service Providers as per (Service Level Agreements) SLA’s.

Operations Management: 

• Manage the operations of the customer-facing functions from an overall perspective, which includes people, processes, and technology.
• Ensure high-quality ICT services are available at all times.
• Ensure the provisioning of IT services in accordance with customer requirements.
• Establish metrics to measure performance.
• Ensure timeous resolution of calls, adhering to quality standards.
• Ensure adherence to IT service management practices.
• Ensure the availability of competent skills/resources at all times.
• Monitor and report on the management of areas of responsibility and applicable IT services.
• Develop and maintain service management processes and procedures.

Customers/Stakeholders: 

• Identify and highlight opportunities for services and process improvements to enhance customer service.
• Implement service improvement plans and ensure actions are followed through to completion in a timely manner.

Risk and Compliance: 

• Assessment of operational risks.
• Implementing appropriate risk mitigation plan.
• Reporting and responding timeously to governance structures and bodies.
• Ensuring compliance with relevant regulations.

People Management/Learning and Growth: 

• Management of direct reports as per the University’s HR Policies and Processes.
• Set out Performance Outputs and Measurements for each direct report.
• Effective management of poor or non-performance of staff.
• Effective management of Disciplinary Issues as the University’s Disciplinary Code/Code of Conduct, with the help of the HR/ER Office.
• Ensures continuous Training and Development of team members.
• Ensure continuous improvement in the teams activities and services by taking into account industry standards and benchmarks.

Requirements:

• Relevant B Degree
• Honours Degree (advantageous)
• ITIL V4 Foundation Certificate
• Cobit Foundation Certificate
• Valid Drivers License
• Minimum of 7 years experience in an IT environment
• With a minimum of 5 years in a management role.

Closing Date: 21 August 2025