Current Jobs at SITA SOC (Ltd)

Purpose of the job

• To provide full-Service Management function - Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement aligned to business service management systems for mapping, measuring, reporting and adjusting of services to effectively manage IT resources as a function of IT Service Management processes. Operate as a single point of contact for the logging all service incidents and customer requests, to support the management of BA and SLA (with clients) and OLA (with organizational units). Also provides full contact center to Government inbound services to run campaigns such as the Presidential Hotline or outbound services such as IEC and helpdesk. Manage and serve as technology owner and enabler for all Service Management processes.

Key Responsibility Areas

• To be accountable and manage the IT Service Desk, Customer Contact Centre and the Business Process Outsourced service desks in order to facilitate the resolution of client’s queries ensuring that service level agreements are kept at optimal levels. Provide first line telephonic support and remote support.
• To be accountable and have authority as complete Service Management technology enablement process owner.
• Execute, provide and manage technology environments to proactively monitor performance of IT Service Management processes and to better support and maintain critical services provided to the business.
• To be accountable and have authority as complete Service Management process owner ensuring that policies and processes are developed, evaluated, monitored and implemented for all Service Management processes, namely, Service Strategy, Service Design, Service Transition, Service Operations, Continual service improvement and in identifying, planning, delivering and supporting IT services to SITA and customers. Ensure that the Service Management processes are adopted across all IT departments within SITA.
• To be accountable and have authority to manage, lead, and directs all components of Service Management technology and support in order to provide and continually enhance Service Management technology and other related technologies
• Manage Human Resources
• Supports the development of customer service standards, policies and procedures for the organization and align it with government.

Qualifications and Experience

• Minimum: 3-4-year National Diploma / National First Degree in Software Engineering/ Computer Science /Information Technology or relevant equivalent ICT qualification at NQF Level 6.
• Certifications: ITIL 4 Foundation Certification (Essential). ITIL 4 Managing Professional (MP), ITIL 4 Strategic Leader (SL), COBIT Foundation, ISO/IEC 20000 or equivalent Service Management certification will be an added advantage.
• Experience: Minimum 9-10 years' experience in ICT Service Management. At least 3 years' Senior Management experience leading ICT Service Management and Infrastructure functions.
• At least 5 years' experience managing ICT Infrastructure Services within an ITIL-aligned Service Management environment.
• At least 3 years' experience providing governance and oversight of ITIL Service Management practices, including responsibility for Incident Management, Problem Management, Change Enablement, Service Level Management and Continual Service Improvement.
• Demonstrated experience in strategic leadership, stakeholder management, financial management and organizational performance.

Technical Competencies Description

• Knowledge of: Customer service management; Government Information Management; Business Development; Information Technology management; ICT Services; ITIL Framework.
• Technical competencies: Business Development; Customer Advocacy Management (Consultancy); Customer Relationship Management; Human Capital Management; IT Service Management; Product & Service Lifecycle Management; and Vendor/Supplier Management.
• Leadership competencies: Customer Experience; Collaboration; Communicating and Influencing; Honesty, Integrity and Fairness; Outcomes driven; Innovation; Planning and Organising; Creative Problem Solving; Managing People and Driving Performance; Decision-making; Responding to Change and Pressure; and Strategic Thinking

Deadline:15th October,2026

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Purpose of the job

• To manage and maintain the core server management infrastructure, resolve high/medium incidents logged, upgrade the server hardware/software monitor server availability in the client’s enterprise or LAN environment to ensure good service delivery.

Key Responsibility Areas

• Implementation of all services and solutions relating to the Core server infrastructure and Directory services.
• Design procedures and standards for Directory integrated systems, Servers and related services and monitor implementation thereof.
• Management/ ownership /resolution of high medium operational incidents.
• Implementation of Server and Services Toolsets & Dashboards
• Monitor availability of the server
• Publish/distribute server software/hardware upgrade.

Qualifications and Experience

• Minimum: 3-year National Diploma / Degree in IT or Computer Science, IT related fields (NQF level 6) Plus MCSE, MCITP certified.
• Experience: 5 - 6 years’ experience as a Specialist: Server Administrator in the provisioning, support and maintenance and support of all Server related Infrastructure such as Enterprise Directory Services, virtualization and server infrastructure technology stack. Experience in working within the ITIL Framework for Incident, Problem, Change, or Service Experience in the design, planning, implementation of an Enterprise Server solution and services.

Technical Competencies Description

• Knowledge of: Organizational Awareness: IT and Government Industry. IT Products nd Services. An in-depth
• knowledge of: Server Operational Management. System performance. Server Performance. Management/Support service offerings. Stakeholder management. knowledge of TCP/IP, DNS, 802.1x, and DHCP protocols; knowledge of Windows and Linux Servers, Server Operations, Server applications, etc.; knowledge of both physical and virtualized servers, especially Hyper-V. A solid understanding of: Hardware and software support for client system/solutions, Server & Storage related technologies & related management toolsets and solutions Service Management systems (ASPECT /ARS/ITSM7) or equivalent applications ICT Operational Trends Network Operating Systems. Project Management. NOS/Active Directory/Virtualization. Quality assurance standards. DNS, E-Mail, software deployment, Patch management, Core Stack builds VPN technologies and concepts. Disaster Recovery. Virtualization technologies  and concepts. Computer and network security principles Operating System Stack builds (OS Imaging). Service Level Management.
• Technical Competencies: Application Development, Application Maintenance and Support, Architecture, Database Administration, Database Management, Information Security and Application Protection, IT Project Management, IT Service Management, Network/Infrastructure Management, Product & Service Lifecycle Management, IT Risk Management.
• Interpersonal/behavioural competencies: Attention to Detail, Analytical thinking, Continuous Learning, Disciplined, Resilience, Stress Management.

Deadline:16th October,2026

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Purpose of the job

• Provide input in the crafting of Product Portfolio Strategy and Roadmaps. Responsible for the Product and Service Life-Cycle Management, Commercial Design and Packaging of SITA Products and Services such as Networks, Cloud & Hosting, Digital Services, Cybersecurity, Unified Communications, End User Computing and IT Consulting. The Lead Consultant will also be expected to design and implement a Go-To-Market Plan in collaboration with CRMs and Customer Advocates. To provide support to the LoBs during Product Development Lifecycle. Assist the Senior Manager to implement Product Management Philosophy aligned to the SITA Strategy, SITA Business Model and SITA Engagement Model. Responsible for driving market research including benchmarking of products and services, and customer value propositions across all SITA service categories. Drive product efficiency initiatives by providing input in processes and systems required to manage customer end to end.

Key Responsibility Areas

• Packaging of Products and Services according to the Products and Services Lifecyle Management Framework
• Service Catalogue Management
• Cross-functional collaboration and stakeholder management
• Market and Competitive Analysis
• Service Information Management for Sales Enablement
• Commercial Packaging Governance.

Qualifications and Experience

• Minimum: 3-Year National Diploma/ bachelor’s degree in computer science, Information Technology, Business Management, Commerce, Engineering, or a related field. @NQF 6.
• Certifications: Professional certification in Product Management/ Business Analysis / ITIL / Project Management is advantageous, not mandatory.
• Experience: Minimum 7-8 years’ experience in ICT with operational responsibilities in a large corporate/public sector organisation. At least 5 of these years should be in product and service packaging and -management, service catalogue development and management, SLA development, proposal development.
• Experience presenting to executive stakeholders.

Technical Competencies Description

• Knowledge of: Business fundamentals. Business acumen. Commercial acumen. Product and Service Lifecycle Management. Service Design. Business Analysis. Market Analysis. Desktop Benchmarking. Project Management principles. Collaboration. Planning and organising. Innovative Thinking. Problem Solving. Working with Tools & Technology. Government ICT policies and compliance. Risk and governance management procedures and requirements. Strategic and tactical management.

Deadline:20th October,2026