Job Description

To provide full Service Management function - Service Strategy, Service Design, Service Transition, Service
Operations and Continual Service Improvement aligned to business service management systems for mapping,
measuring, reporting and adjusting of services to effectively manage IT resources as a function of IT Service
Management processes. Operate as a single point of contact for the logging all service incidents and customer
requests, to support the management of BA and SLA (with clients) and OLA (with organizational units). Also provides
full contact center to Government inbound services to run campaigns such as the Presidential Hotline or outbound
services such as IEC and helpdesk. Manage and serve as technology owner and enabler for all Service Management
processes.
Key Responsibility Area

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 clients' 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 technology (End User
Computing, Information Security Systems, Service Delivery, Incident Management, Design & Planning) of
Service Management 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 ExperienceMinimum: 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 DescriptionCustomer service management Government Information Management. Business Development. Information
Technology management ICT Services ITIL Framework. Cybersecurity. Writing technical documents.
Other Special Requirements
N/A
How to applyTo apply please log onto the e-Government Portal: www.eservices.gov.za and follow the following process;
1.
Register using your ID and personal information;
2.
Use received one-time pin to complete the registration;
3.
Log in using your username and password;
4.
Click on Employment & Labour;
5.
Click on Recruitment Citizen to create profile, update profile, browse and apply for jobs;Or, if candidate has registered on eservices portal, access www.eservices.gov.za, then follow the below steps:1.
Click on Employment & Labour;
2.
Click on Recruitment Citizen
3.
Login using your username and password
4.
Click on Recruitment Citizen to create profile, update profile, browse and apply for jobsFor queries/support contact OR call 080 1414 882CV`s sent to the above email addresses will not be consideredClosing Date: 02 June 2025DisclaimerSITA is an Employment Equity employer and this position will be filled based on the Employment Equity Plan.
Correspondence will be limited to shortlisted candidates only. Preference will be given to members of designated
groups.xe2x97x8f
If you do not hear from us within two months of the closing date, please regard your application as
unsuccessful.
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Applications received after the closing date will not be considered. Please clearly indicate the reference
number of the position you are applying for.
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It is the applicant's responsibility to have foreign qualifications evaluated by the South African
Qualifications Authority (SAQA).
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Only candidates who meet the requirements should apply.
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SITA reserves the right not to make an appointment.
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The appointment is subject to getting a positive security clearance, the signing of a balance scorecard
contract, verification of the applicants' documents (Qualifications), and reference checking.