Career Opportunities: Senior Manager: ICT Service Delivery (2995)

Requisition ID 2995 - Posted 

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APPOINTMENT TYPE:

Permanent.

GRADE: Paterson D5

LOCATION: SANRAL, COC Offices, 36 Assegai Wood Road, Rooihuiskraal, Centurion, Gauteng

POSITION OBJECTIVE:

The Senior Manager: ICT Service Delivery is responsible for providing strategic leadership, governance, and oversight of SANRAL's ICT Service Delivery capability, ensuring the effective, reliable, secure, and customer-centric delivery of ICT services across the organisation. The incumbent is accountable for the establishment of service delivery strategies, service governance frameworks, service performance management, customer experience management, operational resilience, and continual service improvement initiatives. The role provides leadership across ICT Service Management, Service Desk operations, service performance, service continuity, service integration, and supplier service delivery to ensure alignment with SANRAL's strategic objectives, governance requirements, and digital transformation agenda. The role serves as the primary custodian of ICT service quality, service performance, and business-facing ICT service delivery outcomes across SANRAL.                              

MINIMUM REQUIREMENTS:

• NQF 7 Degree in Information Technology, Computer Science, or equivalent.
• ITIL Foundation
• Cobit Foundation
• Minimum 10 years' experience in ICT Service Management, ICT Operations, Service 
  Delivery, or ICT Support Services.
• Minimum 5 years' management experience leading multiple ICT service delivery functions or teams.
• Proven experience establishing and governing enterprise ICT Service Management capabilities.
• Experience leading Service Delivery, Service Desk, Incident, Problem, Change, Availability, Capacity, Service Continuity, or Customer Experience functions.
• Experience managing ICT service providers, outsourcing arrangements, and service level agreements.
• Experience leading organizational service improvement and service transformation initiatives.

ADVANTAGEOUS:

ITIL Intermediate, ITIL Managing Professional an added advantage.

WORKPLACE COMPETENCIES:

• Strategic Planning and Organisational Transformation
• ICT Service Management and Service Delivery Governance
• ICT Services, Infrastructure and Business Dependencies
• Service Performance, Reporting and Analytics
• Risk Management, Governance and Compliance
• Vendor, Contract and Service Integration Management
• ICT Service Delivery Leadership
• Strategic Planning and Execution
• Stakeholder Engagement and Relationship Management
• Financial and Resource Management
• Communication and Executive Influence
• Reporting, Analytics and Decision Support
• Resilience and composure
• Strategic Thinking and Foresight
• Continuous Improvement and Innovation
• Accountability and Integrity
• Customer and Service Orientation
• Collaboration and influence

KEY RESPONSIBILITIES:

ICT Service Delivery Strategy and Governance    

• Develop, implement, and govern SANRAL's ICT Service Delivery strategy, operating models, and roadmaps aligned with corporate objectives.
• Provide strategic oversight of ICT service delivery functions to guarantee reliable, secure, and customer-centric IT operations.
• Establish, maintain, and mature enterprise-wide ITIL-aligned policies, standards, performance frameworks, and compliance mechanisms.
• Establish and mature the Software Asset Management (SAM) practice to enforce software governance, ensure licence compliance, and optimize lifecycle costs.
• Lead service delivery modernization, automation, and digital service initiatives to enhance quality, efficiency, and business value.
• Represent the ICT Service Delivery department at governance forums, management committees, and executive engagements.

IT Service Management Improvement and Innovation 

• Drive the continual improvement, evolution, and maturity tracking of enterprise ICT Service Management (ITSM) practices.
• Identify and implement strategic initiatives to enhance service quality, operational efficiency, customer experience, and overall organizational value.
• Champion innovation, automation, self-service portals, and digital capabilities to improve service delivery outcomes and operational resilience.
• Leverage emerging technologies, industry trends, and global leading practices to modernize ICT service delivery and strengthen business enablement.
• Establish metrics to measure, analyse, and report on the tangible benefits, efficiencies, and ROI realized from innovation initiatives.

Leadership, People and Resource Management 

• Lead, coach, and develop managers, specialists, and service delivery teams to achieve organisational and service delivery objectives.
• Establish performance objectives, workforce plans, succession plans, and capability development programmes to ensure the availability of skilled and future-ready ICT service delivery resources.
• Foster a high-performance, customer-centric, and service-oriented culture that promotes accountability, collaboration, and service excellence.
• Drive innovation, automation, continuous learning, and operational excellence across ICT service delivery functions to improve service quality, efficiency, and business value.
• Ensure the effective utilisation and stewardship of financial, human, and technology resources to achieve service delivery objectives and organisational priorities.

Vendor, Contract and Service Integration Management 

• Govern the performance of ICT service providers, managed service partners, and outsourced support functions to ensure delivery against contractual and service level commitments.
• Oversee service integration across internal ICT teams, service providers, and business stakeholders to ensure seamless end-to-end service delivery.
• Monitor vendor performance, contract compliance, service risks, and value realisation from ICT service delivery contracts.
• Support sourcing, procurement, contract renewal, and supplier governance activities relating to ICT service delivery.

EMPLOYMENT REFERENCE CHECKS:

Employment reference checks are a requirement as part of SANRAL’s recruitment and selection process. In order for SANRAL to conduct these checks a consent form needs to be completed and signed by the applicant. As an applicant of this position, you authorize SANRAL to process all the information provided for the purpose of your application for the position as well as the verification and record keeping of such credentials. Please note that this is a confidential document and is intended for internal use by SANRAL’s Human resources department only.

EMPLOYMENT EQUITY:

Appointments will be made in accordance with SANRAL’s Employment Equity plan.

SANRAL reserves the right not to fill any position.

Closing date for applications:   24 July 2026

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