New Jobs at SITA SOC (Ltd)

Key Responsibility Areas 

• Align client/user data components with the system requirements and standards. 
• Provide effective and integrated data management solutions. 
• Provide inputs towards the compilation of the New Customer URS. 
• Establish data management procedures to convert the old system to the new system 
• Complete reference data values on Remedy ARS (ITSM7) 
• Provide Quality Assurance service 
• Align client/user data components with the system requirements and standards 
• Provide Training 
• Compile Procedure documentation. 

Qualifications and Experience 

• Minimum: Grade 12 or Equivalent Qualification. 
• Experience: 2-year Data cleanup/management. 2-year Data Reporting. 2-year System Support. 

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Key Responsibility Areas 

• Development, implementation and management of delivery of Service Management Centre (SMC) services in line with aligned to ITIL methodologies in order to perform end-to-end service management functionality. 
• Management of the Service Delivery for direct and embedded Service Management Centre services to customers. 
• To plan organize lead and direct all components of the Service Delivery related to Service Management direct and embedded services including vendor management. 
• To develop and implement Service Management Centre Service Delivery Processes and ensure compliance 
• To design, develop, implement and maintain Service Management Reporting platforms. 

Qualifications and Experience 

• Minimum: 3 -Year National Diploma or Degree in IT or related fields and ITIL Foundations Certification.
•  Experience: 5 -6 years’ experience in Service Management principles aligned to good practice methodologies, Service Level Management practice, service level performance reporting principles, Customer Service Level and Relationship management and project and financial management principles. 

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Key Responsibility Area 

• Develop and manage cluster business plan to ensure the long-term development and retention of strategic customers within the cluster to ultimately lead to business growth. 
• Collaborate with all functional areas to design, accelerate the enterprise-wide integration process and define the strategic basis for planning and implementation of identified opportunities within the cluster. 
• Establish and direct the customer engagement process in order to demonstrate to them that their best interests are represented, effort is being invested, and progress is being made to resolve the identified problems, issues or unmet requirements. 
• Conduct cluster strategic analysis get an overview of the functioning of the cluster. 
• Establish a Customer Advocacy Escalation and communication process within the cluster.

Qualifications and Experience 

• Minimum: Bachelor’s degree / National Diploma / BTech in Business Management OR Information Technology OR Computer Science, business administration, business analytics, management or a similar area. 
• Experience: 8+ years proven experience of managing ICT Service Delivery Management which should include: A combination of technical and business expertise; Business development experience; Experience in managing large ICT business accounts; Experience in people management, team management, project management; Experience in managing, monitoring and reviewing complex operational service delivery and a programme of ICT projects and developments. Experience in strategic/ business consulting and managing customer relationship will be an added advantage.
• The incumbent will be required to collaborate with relevant Government Officials, GITOC Bodies, Government Governance bodies, industry partners, standards generating bodies, accreditation and certification bodies at a senior management and executive level. The incumbent will be required to participate and provide input in implementation of Customer related business strategies, SITA Sales Methodology and Sales Process. The incumbent is required to have own transport.

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Key Responsibility Area

• Manage and handle queries of team members in relation to ERP (HR, OTL, I expense, project, Tele sales, Teleservices, Order Management, etc). 
• Provide financial administration to the department (Budget). 
• Provide general administrative support to the department and ensure adherence to the organisation quality standards. 
• Arrange work sessions and staff meetings with employees and coordinate all logistical arrangements for the sub department. 
• Arrange external customer meetings and coordinate all logistical arrangements for the sub department. 

Qualifications and Experience 

• Minimum: National Diploma in a relevant discipline / NQF level 6. 
• Experience: 3-4 years working experience within the administrative support role to a senior manager or executive in general office or business practices or procedures. 

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Key Responsibility Area 

• Accountable for ITIL Life Cycle Management (Service Strategy) relevant to Demand, Financial and Service Portfolio Management for services provided to Government thereby ensuring that risks to services as a result of poor strategic positioning effectively managed in order to provide excellent service delivery. 
• Accountable for ITIL Life Cycle Management (Service Design) relevant to Capacity, Availability, IT Continuity, Service Level, Service Catalogue, Supplier and Information Security for services provided to Government thereby ensuring that risks to services as a result of poor design principles are effectively managed in order to provide excellent service delivery. 
• Accountable for ITIL Life Cycle Management (Service Transition) relevant to IT Change & Release Management as well as Service Asset and Configuration Management for services provides to government thereby ensuring that risks to services as a result of IT changes are effectively managed in order to provide excellent service delivery. 
• Accountable for ITIL Life Cycle Management (Service Operations) relevant to all types of incidents, requests, events, access and problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery. 
• Development, implementation and management of delivery of service management center services in order to perform end-to-end service management functionality. 
• Implement the performance management policy to ensure optimum performance output to enhance service delivery. 

 Qualifications and Experience 

• Minimum: 3 Year Relevant tertiary qualification in Computer Science, Information Technology or related field at NQF Level 6. An ITIL Certification will be an added advantage.
• Experience: A minimum of 8 - 9 years’ experience in Service Management principles aligned to good practice methodologies, including: Experience in Relationship Management. Experience in people management, team management, project management. Experience general Financial management. Experience in development, implementation and application of the good practice methodologies and processes, i.e. (ITIL, COBIT, ISO). Experience in service escalation management Experience in leading Service Level engagement with clients Experience in Service Level performance reporting and Experience in enforcing adherence to processes and policies. 

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Key Responsibility Areas 

• Optimal utilization of resources; Compile manpower schedules regarding leave, shifts, standby and overtime; Motivation and moral development of personnel; Management of departmental projects; Responsible for change control on production systems; Performance of housekeeping procedures; Task scheduling. Problem solving; Liaison; and Staff development.  

Qualifications and Experience 

• Minimum: 1 - 2 year National Certificate in a relevant discipline / NQF level 5 or accredited specialised courses plus drivers License. 
• Experience : 3-4 years experience practical experience in Computer Operating and shift leading 2-3 Years Shift Leader. 3-4 years in printing environment or Electronic distribution of documents. 

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Key Responsibility Area 

• To provide strategic direction for the business unit and to modernize how services are rendered to the clients for all aspects of this business unit. 
• To be accountable and manage the IT Service Desk, Customer Contact Centre and Service Delivery Management function in order to facilitate the resolution of clients’ queries ensuring that service level agreements are kept at optimal levels. 
• 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. 
• Oversee the upgrades/maintenance of the network infrastructure and server rooms and associated infrastructure. 
• Liaising with third parties to assist in the provision of ICT services and/or implementation of ICT projects across various clients. 
• 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. 
• Must be able to perform Human Resources management functions such as performance contacting and management. 
• Must possess big-picture thinking in envisioning the future state of IT in the client base and determine what actions at the present time will best contribute to the end goal. 

Qualifications and Experience 

• Minimum: 3-year National Diploma / National First Degree in Computer Science /Information Technology or relevant equivalent. A post graduate degree in Computer Science /Information Technology or relevant equivalent or MBA will be an added advantage. 
• Experience: 9-10 years’ experience in ICT infrastructure management/ICT service management, including: 5 years’ experience in the infrastructure using ITIL framework. 3 years’ experience in the ICT Governance role .5 years management experience. 

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Key Responsibility Areas 

• Manage the performance objectives of the department and empower staff to enable them to deliver on their performance goals to ensure the department achieves its objectives 
• Review policies, processes and procedures and continuously improve the functioning of the department and the organisation and driving automation of the defined processes. 
• Oversee and manage all elements of the Fixed Assets Management function, including compliance with GRAP. 
• Oversee the management of tax book and providing technical support. 
• Technical Support and Inventory Management. 

Qualifications and Experience 

• Minimum: Honours in Accounting and a qualified Chartered Accountant (CA(SA). Registered with SAICA as a qualified CA(SA) 
• Experience : 5+ years post article experience in a corporate or big public entity that has to comply with IFRS/GRAP and/or in the auditing of such entities.