Assistant Director: Service Level And Ict Project Management

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 192 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.

Key Responsibilities

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.

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