MANAGER: ICT SERVICE MANAGEMENT

The successful candidate expected to perform the following duties: Functional Management Manage and ensure an effective service desk including incidents and call management, telephonic and remote support, end-user training, user access and password management according to standard operating procedures and relevant policies. Manage overall effective technical desktop, laptop and printer support regards to set-up of PC/s, Laptops, as well as ongoing trouble shooting, installations, rebuilds, patching and remote support Ensure overall management of ICT service requests to prevent escalation and complaints and meet SLA’s. Ensure that call logged from all BMA Ports of Entry (71) are resolved timeously. Create a knowledge base and service portal of relevant information, FAQs and guides that promote self-service and self-help and drive faster incident resolution. Contract Managements and Stakeholder Management Support Manage and monitor ICT contracts throughout their lifecycle. Maintain a central repository of all ICT contracts and related documentation Monitor supplier performance against agreed contractual obligations and service levels. Conduct regular supplier performance reviews and meetings Ensure compliance with relevant legislation, organisational policies, and governance frameworks Support internal and external audit processes by providing contract-related information and evidence. Build and maintain relationships with all BMA business units for the purposes of expectations management and knowledge sharing.. Represent and participate in the organisation’s committees and tasks teams when required. Prepare monthly and quarterly contract management reports Implement timeous communication on progress and challenges in achieving the tactical work plans to impact stakeholders. Attend industry related forums, conferences, and workshops to gain industry insight for the purpose of business improvement. Governance, Risk and Compliance Ensure the development and implementation of the risk register. Analyse and evaluate the internal controls to determine their effectiveness in mitigating risks. Assist in the development of the risk register. Update risks register in partnership with relevant stakeholders. Ensure compliance with the relevant legislation and regulations. Financial Management Provide input in the planning and compilation of the business unit’s annual budget aligned to the operational plans to support the implementation of set objectives. Ensure the effective implementation, management, monitoring of the business unit’s budget, and mitigate and report on any variances. Monitoring financial control, budget management and the procurement process to ensure compliance with the legislation e.g. (PFMA, PPFA, and BBBEE). Ensure the deployment of proper financial controls to manage the business unit budget. Report on and communicate any costs improvements and shortfalls. People Management Build and lead an effective and cohesive team through the effective management of divisional resources. Drive the implementation of talent acquisition, succession planning, development, and retention strategies for the division. Ensure the enhancement of relevant knowledge and skills through continuous coaching, mentoring and nurturing of talent in the business unit. Create a high-performance culture and manage team performance effectively by translating and communicating the annual performance goals and measures into individual work plans based on agreed upon objectives. Ensure the working environment contributes to improving employee engagement, recognition and increased productivity. Ensure the management of poor performance and disciplinary matters in line with the BMA’s policies and procedures.