Manager: Service Delivery

The Road Accident Fund’s mission is to provide appropriate cover to all road users within the borders of South Africa; to rehabilitate and compensate persons injured as a result of motor vehicle accidents in a timely and caring manner; and to actively promote safe use of our roads.

Purpose of the Job: Reporting to the Senior Manager: End User Computing, the successful incumbent is accountable for managing the delivery of ICT services to the organisation by ensuring that quality, standards and performance expectations of the organisation are met including compliance with service level agreements.

Key Performance Areas

Customer Service

• Establish User forums.
• Ensure that healthy relations exist between ICT and Business.
• Ensure IT Service continuity.
• Manage IT issues and request for User Community.
• Facilitate resolution of IT issues within SLA targets.
• Initiate and manage SLA reviews.
• Hold Service Level Management meetings with User Community representative.
• Training User on Technology being used.
• Manage ITIL process across ICT.
• Submission of monthly payments authorizations to finance accounts payable.

Service Delivery Compliance and Support

• Recommend and implement IT infrastructure to have fully functional RAF Office.
• Develop an operationally effective support model for the RAF Offices establish.
• Ensure compliance to OHS when setting up new sites.
• Develop IT solution to improve business production and be cost effective.
• Participate in the Pre-Procurement documentation and Technical Evaluations.

Vendor and Contract Management

• Identify service that can best be provided by Service Providers.
• Liaise with prospective vendors regarding tenders falling with scope of responsibility in conjunction with Manager Strategic Vendor Management.

Asset Management

• Manage audits of hardware and software.
• Manage and maintain asset register for all processing centres.
• Provide guidance on technical procurement for processing centres and CEC’s users.
• Ensure software patches for all processing centres are up to date.
• Eradicate illegal software use.
• Ensure that all processing centre clients have updated AV definitions.

Financial Management

• Prepare IT Budget for area of responsibility.
• Manage IT budget in area of responsibility.

Policy Review and Implementation

• Contribute to the development and implementation of departmental policy, procedures and processes.
• Keep up to date with effective policy and practice execution strategies.

Reporting

• Prepare and submit regulation reports as and when required to provide progress updates and/or inform management decisions.
• Develop reports/ procedures and guide the process through the alignment of the documents to the overall RAF’s Strategy.
• Develop functional reporting systems, for management, projects or performance reporting.

Stakeholder Management

• Facilitate and manage communication with relevant internal and external stakeholders about investments and proactively and progressively manage the relationships.
• Represent the Fund in relevant external activities and events.

People Management

• Manage staff in the department to ensure that they achieve their objectives in line with the strategic objectives of the RAF.
• Manage the implementation of human capital processes and procedures to control/regulate workplace conflict and/or institute corrective measures and consultation processes to address deviations from standards.

Qualifications and Experience

• Bachelor’s Degree/ Advanced Diploma in Information Technology related qualification.
• Postgraduate in Information Technology related qualification will be an added advantage.
• ITIL V3 Foundation or Higher
• Relevant 6 - 8 years’ experience in IT Service delivery environment of which 2 years must have been must have been on a supervisory level/ area of expertise/ management level.

NB: “RAF offers Total Employment Cost packages with no additional contributions from the Employer, successful candidates are required to structure their packages in a manner that will suit their needs”.

The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.

Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful

Security Vetting shall be conducted on all prospective employees

It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation.