End User Computing Manager - BSTD at South African Reserve Bank

Brief description

• The main purpose of this position is to manage the daily operations and activities of the South African Reserve Bank (SARB) End User Computing (EUC) services.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Manage the daily operations and activities of the SARB EUC services to ensure that all EUC systems and services are available, reliable and secure.
• Ensure the responsiveness and effective troubleshooting and resolution of desktop-related incidents, service requests and problems.
• Develop and drive the implementation of standard operating procedures (SOPs) for EUC services.
• Develop and manage the implementation of process improvement plans.
• Take responsibility for EUC data analytics, reporting and procedure documentation.
• Monitor, measure and enforce governance and compliance to IT service standards.
• Oversee the creation of high-quality desktop images and the updating of the Windows operating system (OS) and applications software.
• Drive the overall automation agenda as part of the continuous improvement in the IT environment.
• Build and manage key external and internal stakeholder relationships to ensure the delivery of quality service.
• Participate in broader departmental/divisional projects to contribute towards the SARB’s business objectives.
• Manage the performance of the third-party service provider in line with the business requirements and service standards.
• Monitor and control the quality of the services provided by contractors as well as provide coaching where necessary.
• Manage the training and development of the EUC services team.
• Take responsibility for resource planning, cost estimation, budget development and cost control for the EUC environment.

QUALIFICATIONS

Job requirements

To be considered for this position, candidates must be in possession of:

• a minimum of a National Diploma (NQF 6) in computer science, information systems or an equivalent qualification;
• ITIL Foundation certification in IT service management; and
• a minimum of 5–7 years’ experience in an IT environment.

Additional requirements include:

knowledge and skill in:

• industry, organisational and business awareness;
• quality assurance;
• continuous improvement;
• continued learning and/or professional development; 
• IT enablement planning; and
• service management.

Skills in:

• infrastructure support;
• operations; 
• IT reporting; and
• management of third-party service providers.