SENIOR MANAGER: ICT OPERATIONS

The successful candidate expected to perform the following duties:

ICT Operations

• Manage the resolution of ICT incidents and problems, ensuring timely response, escalation and resolution to minimise service disruptions.
• Implement incident, problem and service request management processes, including documentation, tracking, root-cause analysis and reporting.
• Manage the service desk and user support functions, including service request fulfilment, knowledge management and user satisfaction.
• Oversee LAN, desktop and peripheral support at Head Office and Ports of Entry, including operational support for biometric and traveller-processing devices in coordination with the relevant technical teams.
• Monitor ICT service availability, support performance and SLA compliance; escalate significant service risks and recurring failures to the Executive Manager: ICT Operations and Infrastructure.
• Maintain accurate operational ICT asset, software licence and configuration records throughout the asset lifecycle, in coordination with Finance and relevant ICT teams.
• Coordinate operational change, release and deployment activities with infrastructure and applications teams, ensuring approvals, testing, support readiness and rollback arrangements.
• Implement operational continuity and recovery procedures, participate in recovery tests, and coordinate restoration of ICT services with infrastructure and cybersecurity teams.
• Maintain an ICT operations contract register, monitor supplier deliverables and contract expiry dates, and initiate renewal requirements through the Executive Manager and SCM.
• Implement approved ICT operational plans, maintain support procedures and conduct regular service reviews to drive continuous improvement.

Governance, Risk and Compliance

• Prepare ICT Operations performance, risk and compliance reports for the Executive Manager: ICT Operations and Infrastructure and relevant governance structures.
• Implement and monitor approved ICT policies, standard operating procedures and operational controls within the ICT Operations unit.
• Maintain the ICT Operations risk register, implement mitigation actions and escalate unresolved risks to the Executive Manager.
• Apply fraud prevention, asset protection and service continuity controls within the unit.
• Coordinate operational compliance activities with the ICT governance and cybersecurity functions, including access administration, endpoint controls and operational evidence.
• Provide timely evidence for internal and external audits and implement agreed corrective actions within the unit.
• Monitor and enforce operational Service Level Agreements to reduce service disruption and support business continuity.
• Ensure the unit adheres to applicable legislation, approved policies and standard operating procedures.

 Stakeholder Management Support

• Build and maintain relationships with BMA business units, Port Commanders and ICT teams to align operational support with service needs.
• Implement an ICT Operations stakeholder engagement plan and agree support priorities and escalation arrangements.
• Participate in committees and task teams as delegated by the Executive Manager: ICT Operations and Infrastructure.
• Conduct service review meetings with users and suppliers and present operational findings and improvement proposals.
• Communicate planned service changes, outages, restoration progress and operational challenges to affected stakeholders through approved channels.
• Attend relevant industry forums and training to identify improvements in ICT service delivery

Financial Management 

• Provide input to the ICT Operations annual budget and procurement plans, aligned to approved operational priorities and the direction of the Executive Manager: ICT Operations and Infrastructure.
• Manage and monitor the allocated ICT Operations budget within delegated authority, and report expenditure, commitments and variances.
• Ensure operational procurement and financial controls comply with applicable legislation and BMA Finance and SCM policies.
• Verify supplier service delivery and supporting records before recommending invoice approval through the authorised process.
• Identify cost efficiencies and forecast funding shortfalls; submit recommendations to the Executive Manager.

People Management 

• Lead and manage the ICT Operations team, including ICT Service Management and LAN and Desktop Support, to deliver agreed service levels.
• Implement approved staffing, succession, development and retention plans for the unit in consultation with the Executive Manager and Human Resources.
• Identify skills gaps and develop operational capability through coaching, mentoring, training and knowledge transfer.
• Translate approved ICT Operations objectives into individual performance agreements and conduct timely performance reviews.
• Maintain appropriate support coverage, duty rosters and escalation arrangements for operational requirements across Ports of Entry.
• Promote employee engagement, accountability, teamwork and productivity.
• Manage poor performance, disciplinary matters and grievances in accordance with BMA policies and procedures.

Minimum Qualifications 

• Matric (Grade 12)
• An undergraduate qualification at (NQF 7) Advanced Diploma / Bachelor-Degree as recognized by SAQA in Computer Science, Information Technology, Information Systems or an equivalent relevant.
• ITIL Foundation Certification
• The following certifications will be added advantage, Including:

• Advanced ITIL certifications in service management, service delivery or continual improvement.
• COBIT certification.
• Microsoft Azure administration or Microsoft 365 endpoint administration certification, or equivalent.
• Networking certification such as Cisco Certified Network Associate (CCNA), Cisco Certified Network Professional (CCNP) or equivalent.
• CompTIA A+, Network+ or Security+, or equivalent.
• ISO/IEC 20000 service management or ISO/IEC 27001 implementation/auditing certification.
• Business continuity or disaster recovery certification.
• Project management certification such as PRINCE2 or Project Management Professional (PMP).

Minimum Experience

• 5 years of relevant ICT experience, including ICT operations, service management, technical support and supplier service delivery in middle management including managing ICT support teams and operational service performance.

Knowledge 

• ICT operations and service delivery in distributed, service-critical environments.
• ICT service management, including incident, problem, request, change, configuration and knowledge management.
• Service desk, LAN, endpoint and peripheral support and troubleshooting.
• ICT asset lifecycle, software licensing, supplier performance and SLA management.
• Service monitoring, operational continuity and disaster recovery procedures.
• Operational cybersecurity controls and coordination with specialist security teams.
• Border Management Authority Act, No 2 2020, and the BMA operational environment.
• Applicable public-sector ICT governance, financial, procurement and information protection requirements.
• SITA service arrangements and operational escalation processes.

Other requirements

• Flexibility in working hours will be required to meet demands of the role.
• May be required to work overtime.after-hours escalation and extensive travel within South Africa, including Ports of Entry.
• Valid driver’s License

The BMA is an equal opportunity employer committed to employment equity and workforce diversity. Preference may be given to suitably qualified candidates from designated groups in line with the BMA employment equity plan. The BMA reserves the right not to make an appointment to the advertised positions.

It is the applicant’s responsibility to have all foreign qualifications evaluated by South African Qualification Authority (SAQA) and to confirm the appropriate NQF level and to provide proof of such evaluation report.

• Shortlisted candidates may be subjected to an interview and technical assessment(s) (which assesses the candidate's demonstrated professional and technical competency against the job requirements and duties).
• Candidates potentially considered suitable after the interview and technical test(s) for senior positions, will be subjected to a competency assessment (which tests the candidate's demonstrated proficiency in the professional dimensions attached to the level of the post);
• Employment suitability checks will be conducted on the shortlisted candidates (credit, criminal, citizenship, employment references and qualification verifications);
• Appointments will be subjected to a mandatory vetting/security clearance appropriate to the level of the position.