Deputy Director: ICT Customer Services ICT Services and Operations at Nelson Mandela University

CORE PURPOSE OF JOB

• To effectively manage and lead the Customer Services section within ICT Services towards the achievement of the University’s Vision, Mission, Strategic Goals and Objectives.

KEY PERFORMANCE AREAS

• To plan and manage the provision of ICT Support to over 30 000 end users (staff, students & other stakeholders).
• To ensure that the University’s ICT Strategies are implemented.
• To manage the provision and support of the End User Support (EUS), the ICT Service Desk, Student ICT Support Centres and Facilities Management Sections.
• To develop and manage Service Level Agreements (SLA’s) with Faculties and Departments.
• To develop and Manage the university’s 3-5-year ICT Capital acquisitions and replacement plan.
• To manage a dynamic team of IT Technical Staff.

CORE COMPETENCIES

• Proven Leadership and Strong interpersonal and facilitation skills.
• Extensive project management skills.
• Extensive experience in writing business proposals and reports.
• Proven experience in procurement of IT systems and services.
• Experience in Strategic Planning.
• Experience in applying Financial management & Human Resources Management principles.
• Proven ability to identify and act on trends in IT within the business environment.
• Experience in the application of Quality Management Principles and Change Management Principles.
• Experience in application of the ITIL and COBIT Frameworks and Legal Compliance is recommend.
• To manage contracts for outsourced ICT Services.
• To manage and monitor financial resources in the section.

Requirements

• M + 4 Information Technology
• 6-8 years’ experience in a similar ICT related field of which at least 3 years should be in IT management