Senior Manager: Service Management – State Information Technology Agency (SITA)

Key Responsibility Areas

• To be accountable and manage the IT Service Desk, Customer Contact Centre and the Business Process

Outsourced service desks in order to facilitate the resolution of client’s queries ensuring that service level agreements are kept at optimal levels. Provide first line telephonic support and remote support.

• 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.
• 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
• Manage Human Resources
• Supports the development of customer service standards, policies and procedures for the organization and align it with government departments.

Qualifications and Experience

Minimum: 3-4-year National Diploma / National First Degree in Software Engineering/ Computer Science /Information Technology or relevant equivalent

Experience: 9-10 years’ experience in Service Management, including: 5 years’ experience in the infrastructure using ITIL framework. 3 years’ experience in the ICT Governance role. 5 years management experience.

Technical Competencies Description

Knowledge of: Customer service management Government Information Management Business Development Information Technology management ICT Services ITIL Framework.

Technical competencies: Business Development; Customer Advocacy Management (Consultancy); Customer

Relationship Management; Human Capital Management; IT Service Management; Product & Service Lifecycle Management; and Vendor/Supplier Management.

Leadership competencies: Customer Experience; Collaboration; Communicating and Influencing; Honesty, Integrity and Fairness; Outcomes driven; Innovation; Planning and Organising; Creative Problem Solving; Managing People and Driving Performance; Decision-making; Responding to Change and Pressure; and Strategic Thinking.