Job Description

Brief description

The main purpose of this position is to serve as the primary point of contact for the business regarding existing services, ensuring that all agreed-upon services are delivered according to requirements and that business end-user expectations and client satisfaction levels are met.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Ensure that all business end-user requirements for information technology (IT) services are documented through service standards.
• Ensure that all agreed IT services standards are met.
• Monitor and report on day-to-day services delivered by the Business Solutions and Technology Department (BSTD) by monitoring operational activities within contracts to determine and resolve areas of non-delivery.
• Participate and guide IT demand planning by compiling and managing the information and communications technology (ICT) budget for the South African Reserve Bank (SARB) departments, ensuring that their requirements are delivered according to specification.
• Act as the primary liaison between service delivery and the business for existing and agreed-upon IT services.
• Actively develop and enhance relationships with key stakeholders, manage their expectations and monitor satisfaction levels.
• Take accountability for the implementation of operational ICT projects in partnership with the IT Project Management Office (PMO).
• Stay informed about ICT trends and demonstrate a deep knowledge of the BSTD service catalogue in order to provide adequate and relevant services.
• Demonstrate client departmental domain knowledge to ensure the delivery of fit-for-purpose solutions.

Job requirements

To be considered for this position, candidates must be in possession of:

• a National Diploma (NQF 6) in Information Technology; and
• five to eight years’ experience in an IT customer relationship and service management environment.

The following would be an added advantage:

• an ITIL certification; and
• experience in an IT technical environment.

Additional requirements include:

• knowledge and skill in:
• industry, business and organisational awareness;
• continued learning and/or professional development;
• quality assurance;
• continuous improvement;
• business continuity planning;
• IT enablement planning;
• service management;
• business relationship management;
• IT enablement reporting; and
• capacity and performance management.

In line with the SARB’s commitment to diversifying its workforce, preference will be given to suitable candidates from designated groups. People with disabilities are welcome to apply.

The SARB offers remuneration and benefits commensurate with the level of the position and in line with the market. The level at which the successful applicant will be appointed will depend on his/her competence and experience.