About the Role
The Department of Information and Communication Technology is seeking an Assistant Director: Service Level and ICT Project to join their dynamic team based at their Head Office in Johannesburg. This pivotal role is essential for ensuring that ICT services are effective, efficient, and reliable, ultimately contributing to improved public service delivery in South Africa. By managing various ICT projects and services, you will play a critical part in enhancing the technological infrastructure that supports government operations and serves the community.
In this role, you will be responsible for identifying IT service requirements, managing service contracts, and overseeing the performance of ICT projects. Your efforts will directly impact the quality of services provided to the public, making a real difference in how citizens interact with government services. This is an exciting opportunity for someone passionate about technology and public service to contribute to meaningful change within the community.
About the Department
The Department of Information and Communication Technology is dedicated to advancing and optimizing government operations through innovative technological solutions. With a mission to enhance service delivery, the department focuses on effective ICT management and the implementation of strategic projects that align with national goals. Working here means being part of a team that is committed to improving the lives of South Africans through technology.
What You’ll Do
- Manage ICT service delivery, ensuring services are effective and aligned with community needs.
- Develop and implement ICT project methodologies to streamline processes.
- Monitor and evaluate project schedules, ensuring timelines and client expectations are met.
- Oversee the performance of contracts and service level agreements to maintain high service standards.
- Conduct regular audits to assess the efficiency of service level agreement processes.
- Mentor and coach staff to enhance performance and professional growth.
- Compile various reports and statistics to support departmental objectives.
What You’ll Need
- Matric (Grade 12) and a National Diploma in ICT or a Bachelor’s degree in ICT (computer science or informatics).
- At least 3 years of experience at an administrative or supervisory level in a similar position.
- Strong understanding and practical experience in managing service performance.
- ITIL certification is an advantage.
- Valid code 8/10 driver’s license and a clean criminal record.
- Excellent communication skills, both oral and written, with the ability to engage multiple stakeholders.
- Strong analytical skills and a good understanding of project management principles.
How to Apply
Applications can be submitted by hand delivery during office hours to 20 Steve Biko Street, Agriculture Place, Arcadia, Pretoria, 0002 or by email [email protected].
Requirements
Matric Grade 12, plus two (03) year National Diploma in ICT or Bachelor’s degree in ICT (computer science or informatics).3 years' experience at administrative/ supervisory level in similar position, Experience in managing and monitoring service performance.
ITIL Certificate will serve as a strong advantage.
A valid code 8/10 driver’s license.
No criminal record or any cases pending against you.
Knowledge and Skills: Development and implementation of IT policies and procedures.
CoBlT and ITIL knowledge beyond theory.
He/she has participated in specific education about how to apply Understanding project management principles and best practices.
Understanding different IT processes.
Relevant Public Service Regulations.
Geographical distribution of departments and composition thereof.
Understanding Provincial and SITA procurement model.
Understanding of expectations of customers.
Knowledge of SLAs Management.
A good understanding of the organization's business and how IT contributes to it.
Skills: Very strong communication skills: oral, written, presentation, facilitation.
Ability to think and act both strategically and tactically.
Technical understanding with ability to translate into business concepts, ITIL best practices, Credibility and trust; ideally has earned the respect of IT managers and other business 193 managers at all levels.
Ability to work under fire; handle stressful situations in a calm manner.
Relationship management and conflict resolution skills.
The ability to bring together and work with a team of people with varied backgrounds business analysts, technical experts, process owners - to articulate and remedy service level issues.
A good understanding of the organization's IT infrastructure, services provided and customers/users.
Patience, tolerance, resilience.
Statistical, numerical and analytical principles and processes.
Innovative thinking with service quality.
Job Duties
Manage ICT Service: Ensure effective, efficient and reliable ICT services by: Identify IT services and service requirements, initiate service improvement actions.Define, build and manage the IT service catalogue.
Effective management of contracts: Identify underpinning contracts service requirements, define build and negotiate service level agreements.
Analyses and reviews all achieved service level agreement levels and conducts comparison with the SLA, monitor and manage service targets.
Monitor and mitigate all ICT risks.
Oversee regular audits performed to determine the efficiency and effectiveness of the SLA process.
Coordinate and Facilitate ICT Projects: Develop and implement ICT Projects Methodologies.
Monitor all ICT Projects by: Development, maintenance and monitoring of projects schedules, ensuring that agreed time frames are met and in the line with the expectations of the client.
Track progress against projects and release plans, assess the performance of the assigned resources, ensure that technical issues are resolved in a timely manner.
Manage resources (human, financial, equipment/assets): Responsible for coaching, discipling and mentoring of the staff to improve performance.
Monitor the performance of staff and ensure assessment of their performance.
Provide input in drafting of budget in the section.
Control and monitor the sub section budget and expenditure.
Coordinate the compilation of the various reports and statistics for the section.
Manage leave of sub-ordinates.
