Key Responsibility Area 

• To provide strategic direction for the business unit and to modernize how services are rendered to the clients for all aspects of this business unit. 
• To be accountable and manage the IT Service Desk, Customer Contact Centre and Service Delivery Management function in order to facilitate the resolution of clients’ queries ensuring that service level agreements are kept at optimal levels. 
• 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. 
• Oversee the upgrades/maintenance of the network infrastructure and server rooms and associated infrastructure. 
• Liaising with third parties to assist in the provision of ICT services and/or implementation of ICT projects across various clients. 
• To be accountable and have authority to manage, lead, and directs all components of Service Management technology and support in order to provide and continually enhance Service Management technology and other related technologies. 
• Must be able to perform Human Resources management functions such as performance contacting and management. 
• Must possess big-picture thinking in envisioning the future state of IT in the client base and determine what actions at the present time will best contribute to the end goal. 

Qualifications and Experience 

• Minimum: 3-year National Diploma / National First Degree in Computer Science /Information Technology or relevant equivalent. A post graduate degree in Computer Science /Information Technology or relevant equivalent or MBA will be an added advantage. 
• Experience: 9-10 years’ experience in ICT infrastructure management/ICT service management, including: 5 years’ experience in the infrastructure using ITIL framework. 3 years’ experience in the ICT Governance role .5 years management experience.