ICT Operations Manager

To manage and oversee the day-to-day ICT operations, ensuring stability, reliability, and optimal performance of the ICT environment. The role ensures that ICT service operations meet established service levels, adhere to governance frameworks, and effectively support NLC's strategic and operational objectives.

Oversee daily ICT service operations across servers, applications, network, and end-user environments.

Ensure effective execution of incident, problem, and change management processes aligned with ITIL standards.

Monitor system and network performance to maintain 99.1% uptime.

Track and report on service delivery KPIs, SLA compliance, and operational performance trends.

Lead and manage System Administration, Helpdesk, and Application Support teams.

Coordinate escalations and oversee vendor performance management and SLA adherence.

Ensure operational alignment with PFMA, POPIA, and ICT governance frameworks.

Prepare audit documentation and implement corrective measures for audit findings.

Ensure all system changes are assessed, approved, and implemented with minimal operational risk.

Support Disaster Recovery (DR) and Business Continuity Planning (BCP) initiatives.

Identify opportunities for process and technology enhancements.

Introduce automation and monitoring tools to reduce downtime and improve service delivery.

Reduce repeat incidents and service interruptions.

Ensure timely and accurate reporting to the CIO and ICT Steering Committee.

Drive user satisfaction through improved service quality and operational responsiveness.

Bachelor's Degree in Information Technology, Computer Science, or related discipline.

Postgraduate qualification or certification in IT Service Management, Operations, or Infrastructure (Advantageous).

ITIL v4 Managing Professional or COBIT-19 Foundation (Required).

ISO/IEC 20000 or ISO/IEC 27001 training (Advantageous).

Project Management certification (PRINCE2 / PMP) preferred.

Minimum 5 years' ICT operations and service management experience.

At least 3-5 years in a managerial or leadership role.

Proven experience managing ICT service delivery, incident resolution, and SLA compliance.

Experience leading operational teams across infrastructure, applications, and support domains.

Familiarity with PFMA and public-sector governance and reporting frameworks.

Strong knowledge of ITIL and COBIT service operations frameworks.

Understanding of hybrid ICT environments (on-premises, cloud, and network systems).

Proficiency in system monitoring, performance optimization, and reporting tools.

Solid knowledge of incident, problem, and change management processes.

Ability to interpret and apply governance frameworks and audit requirements.

Decisive, organized, and results-oriented leader.

Excellent communication and stakeholder management skills.

Analytical, process-driven, and detail-oriented.

Calm under pressure and customer-focused.

Ethical, accountable, and committed to continuous improvement.