Jobs 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.

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MINIMUM REQUIREMENTS:

• NQF 7 Degree in Information Technology, Computer Science, or equivalent.
• ITIL Foundation.
• Cobit Foundation.
• Minimum 5 years' experience in ICT Service Management, ICT Support Services, or ICT Operations.
• Minimum 3 years' experience in a supervisory or team leadership role.
• Experience managing ICT Service Desk, Incident Management, Request Fulfilment, or related service management functions.
• Experience monitoring service performance, customer service, and operational support processes.
• Experience coordinating technical teams, service providers, and business stakeholders.

ADVANTAGEOUS:

• ITIL Intermediate an added advantage.

WORKPLACE COMPETENCIES:

• IT Service Management
• ICT Infrastructure and Service Dependencies
• Reporting and Analytics
• Risk Management, Governance and Audit
• Vendor and Contract Management
• ICT Service Support Leadership
• Strategic Planning and Execution
• Stakeholder Engagement
• Financial and Resource Management
• Communication and Reporting
• Resilience and Decision-Making
• Strategic Thinking and Continuous Improvement
• Accountability, Customer Focus and Collaboration

KEY RESPONSIBILITIES:

ICT Service Desk Leadership

• Provide leadership and governance of SANRAL's ICT Service Desk, ensuring the delivery of responsive, customer-centric, and high-quality support services across the organisation.
• Establish, implement, and continuously improve Service Desk operating models, standards, procedures, and service delivery practices aligned to approved ICT service management policies and standards.
• Ensure the effective management of ICT incidents, service requests, enquiries, escalations, and communications through the Service Desk, acting as the single point of contact between ICT and business users.
• Drive service excellence through the achievement of service level targets, improved customer satisfaction, increased first-contact resolution, reduced response and resolution times, and enhanced service quality.
• Lead Service Desk resource planning, workforce management, and operational readiness to ensure the effective delivery of services and support across all business locations.
• Promote the adoption of self-service capabilities, automation, digital support channels, and knowledge management practices to improve user experience, operational efficiency, and service accessibility.
• Monitor and report on Service Desk performance through the establishment of service metrics, dashboards, trend analysis, and management reporting, ensuring proactive identification and resolution of service issues.
• Ensure effective stakeholder engagement, user communication, escalation management, and service restoration coordination during major service disruptions and high-impact incidents.
• Foster effective collaboration between the Service Desk, technical support teams, infrastructure teams, application support teams, vendors, and other ICT stakeholders to ensure seamless end-to-end service delivery.
• Ensure compliance with ICT service management standards, governance requirements, and audit obligations.

IT Service Management Practices Governance

• Provide oversight, coordination, and continual improvement of IT Service.
• Management practices, ensuring alignment with approved standards, policies, and ITIL best practices.
• Monitor and support the effective implementation of Incident Management processes to ensure the timely restoration of services and effective management of service disruptions.
• Oversee Problem Management activities to identify root causes, reduce recurring incidents, and improve overall service stability.
• Monitor the effectiveness of Request Fulfilment processes to ensure efficient and customer-centric delivery of standard service requests.
• Coordinate Major Incident Management activities, ensuring effective stakeholder communication, escalation management, service restoration, and post-incident review activities.
• Monitor compliance with ICT Change Enablement processes and governance requirements to ensure that changes are implemented in a controlled and risk-managed manner.
• Promote the effective use of Knowledge Management practices to support service delivery, problem resolution, self-service capabilities, and continual improvement.
• Oversee the IT Service Continuity Management activities, including continuity planning, testing, recovery readiness, and the implementation of improvement actions.
• Monitor and report on process effectiveness, compliance, risks, trends, and service performance across IT Service Management practices.
• Drive Continual Service Improvement initiatives through trend analysis, lessons learned, customer feedback, service reviews, and performance improvement opportunities.
• Ensure that IT Service Management practices support service quality, customer experience, operational effectiveness, and organisational objectives.

Planning and Reporting

• Develop and maintain annual operational plans, resource forecasts, and training roadmaps for all subfunctions.
• Develop and maintain ICT service performance dashboards and reports.
• Monitor SLA compliance, service availability, customer satisfaction, and service quality metrics.
• Coordinate service review meetings and governance reporting.
• Present service performance results to management and governance forums.
• Ensure service management practices comply with governance, audit, and regulatory requirements.

Leadership, People Management & Continuous Improvement

• Lead, coach, and develop direct reports and service management teams.
• Establish performance objectives and development plans.
• Foster a customer-centric and service-oriented culture.
• Drive continual service improvement initiatives.
• Promote innovation, automation, and operational efficiency.
• Ensure effective succession planning and capability development.

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MINIMUM REQUIREMENTS:

• NQF 7 qualification in Engineering (Civil) or Quantity Surveying.
• Registration as a Professional Engineer/Engineering Technologist/Engineering Technician with ECSA or Professional Quantity Surveyor with SACQSP.
• 7 years’ experience, of which at least 4 years must be in the built environment and 3 years in auditing infrastructure projects within the public sector. 

ADVANTAGEOUS:

• Experience in construction, roads or water infrastructure.
• Knowledge of combined assurance frameworks. 

TECHNICAL COMPETENCIES:

• Extensive knowledge in infrastructure and the built environment field
• Sound knowledge of engineering standards, codes and contract management principles
• Understanding of QS practices including measurement, cost estimating, BOQs, valuations, claims, variation orders and final accounts
• Knowledge of PFMA, Treasury Regulations and compliance frameworks
• Familiarity with project management principles (e.g. PMBOK)

KEY RESPONSIBILITIES:

Strategic and Functional Support

• Contribute to the development and execution of the Three-Year Rolling Internal Audit
• Plan and Annual Audit Plan.
• Provide technical engineering input into risk assessments and audit universe development.
• Support continuous improvement of internal audit methodology, particularly for engineering audits.
• Provide advisory services on infrastructure projects, procurement and contract management.

Engagement Planning

•  Lead planning of engineering audit engagements across project lifecycle stages.
• Perform risk and control assessments on infrastructure programmes and projects.
• Develop risk-based audit programmes specific to engineering disciplines (civil, structural, pavements, drainage, etc.).
• Obtain and analyse information from clients to plan engagements.
• Analyse project documentation including designs, BOQs, contracts and specifications.
• Writes correspondence notifying auditee being audited of schedule, assigned individual(s), source of audit, records required and other pertinent information
• Ensure appropriate use of data analytics and audit tools.
• Ensure appropriate audit software and data analytical tools are effectively utilised to plan, execute and report on audits.
• Oversee allocated projects and report periodically to Internal Audit management.

Engagement Execution

• Lead the audits (special audit requests, follow up audits and audits as per the annual audit plan) in accordance with SANRAL Internal Audit Methodology and the Global Internal audit standards
• Manage audits to ensure that they are conducted within the time budgets and timelines determined as per the audit plan.
• Source relevant information required for analysis and testing.
• Conduct and oversee site inspections to assess quality of works, compliance with specifications and standards.
• Identify risks relating to cost overruns, delays, scope creep and quality failures.
• Evaluate the suitability of internal control design and make recommendations on findings.
• Oversee the audit team and provide guidance to ensure timely completion of audit projects.
• Perform any other tasks as required from time to time.

Engagement Management and Reporting

• Review and consolidate audit findings and working papers.
• Prepare a draft audit report to include all audit findings identified.
• Present and discuss the audit report with the client.
• Maintain supporting evidence to ensure that engagement results are supported by evidence.
• Provide recommendations to enhance processes and controls.
• Assist in coordinating internal audit work with other assurance providers.
• Provide status reports on projects and recommend measures to ensure timely completion of the audits.
• Assist in compiling Internal Audit Report to management committees, Audit and Risk committee, other Board sub committees and the Board.
• Monitor implementation of agreed action plans.

Audit Quality and Methodology  

• Perform quality reviews of audit engagements.
• Identify opportunities to enhance audit tools, templates and procedures.
• Support QAIP initiatives within the function.
• Oversee the audit project (review the audit work performed by the audit teams) to ensure that the that the work conforms with SANRAL internal audit methodology and Global Internal Audit Standards.

Stakeholder Engagement and Combined Assurance

• Engage with project managers, engineers, consultants and contractors.
• Coordinate assurance activities with internal and external stakeholders including AGSA.
• Support implementation of combined assurance across engineering projects.
• Provide advisory input on high-risk or high-value projects.

People Management 

• Manage own and staff productivity to ensure optimal use of resources
• Provide guidance to subordinates and service provider personnel on assigned tasks and/or activities.
• Lead, manage, manage performance and supervise staff allocated for reviews and other assignments and take responsibility for all outputs of the team.
• Manage own and staff productivity and deliverables in an effective manner and assume a supervisory role.
• Provide direction and management to the direct reports to ensure they execute the divisional strategy and manage their portfolios effectively.
• Ensure that there are sufficient execution capabilities within the audit team.
• Coach, train, guide and develop internal audit team.
• Oversee and manage the performance of the audit team.

Financial Management 

• Manage audit budgets and ensure efficient utilisation of resources.
• Monitor audit timelines and ensure adherence to approved plans.
• Support procurement and management of service providers where applicable.