Head of Workplace Technologies

NTT Ltd.; Johannesburg; On-site; ZAR 800 000 - 1 200 000; Full time

Job summary

A leading technology company is seeking a Head of Workplace Technologies to oversee IT operations and technical support teams. The ideal candidate will have extensive experience in IT service management, leadership skills, and the ability to drive operational excellence. Responsibilities include managing service governance and ensuring service standards, while fostering a collaborative team environment. Relevant experience in large-scale organizations is essential.

Qualifications

• Experience in tech support, desktop support, or related roles.
• Experience with remote desktop applications and help desk software.
• Experience managing a multi-tiered technical support team.

Responsibilities

• Lead and oversee day-to-day IT operations and technical support.
• Manage service governance and ensure adherence to SLAs.
• Optimize the delivery model through problem analysis.

Skills

Excellent problem-solving ability

Effective communication

Client service orientation

Leadership and management

Risk evaluation and prioritization

Data analysis

Negotiation skills

Education

Bachelor’s degree in Information Technology or related field

Relevant ITIL certification

Job description

Job title : Head of Workplace Technologies

Job Location : Gauteng, Johannesburg

Deadline : December 14, 2025

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Your day at NTT DATA

• The Director, IT Technical Support is a leadership role, accountable for leading and overseeing the day-to-day operations management and escalations, as well as managing the provision of technical services to internal clients, ensuring service standards are met or exceeded.
• This role defines information technology projects and provides strategic management and objectives across the team, whilst fostering a collaborative an innovative team culture focused on operational excellence.

Key responsibilities

• Ensures that service governance is performed to enable highly available services from delivery teams that are in line with defined SLAs.
• Reviews capacity planning recommendations for the IT solution.
• Works with the service design team to optimize the delivery model through problem analysis.
• Manages and ensures service escalations are resolved.
• Provides advice on process and service improvements and ensure it is implemented by delivery teams.
• Provides recommendations on system improvements and ensures they are recorded on the CSI register and drives the execution and implementation of CSI actions.
• Leads and oversees the identification and automation (increase zero touch tickets) of opportunities and ensures it gets implemented.
• Ensures that service catalogue improvements are identified and reported.
• Works closely with delivery providers to ensure the service aggregation is in line with the partnership agreement.
• Ensures that teams deliver against SLAs and ensures the monitoring of overall case backlogs through real-time dashboards.
• Manages and drives team and user adoption of new product or technology releases.
• Reviews operational reports analysis and recommendations for Availability, Capacity and Performance Management as well as Technology lifecycle management.
• Works with relevant stakeholders on centralized delivery adherence to ITIL processes and functions adherence such as, but not limited to Incident Management, Request Fulfilment, Change Management, Problem Management and Technology Lifecycle Management.
• Provides operational sign-off of centralized delivery during regional service transition and activation.
• Works in conjunction with the relevant internal teams to assess, prioritize, schedule the execution of patching required as part of vulnerability management.
• Builds technical support expertise by promoting the sharing of knowledge between team members.

To thrive in this role, you need to have:

• Excellent problem-solving ability.
• Ability to communicate effectively with people at all levels of the organization.
• Ability to thrive in a challenging, fast-paced IT environment.
• Display a strong client service orientation.
• Ability to think strategically and tactically.
• Ability to evaluate risks, priorities and business benefits, leveraging strong business knowledge.
• Ability to lead and manage a team and operationally plan and manage deliverables.
• Ability to multi-task, set priorities and meet deadlines.
• Significant knowledge and understanding of information systems and technology areas.
• Ability to facilitate presentations of technical and complex matters to a diverse audience.
• Ability to analyze data and produce reports on issues and recommend resolutions.
• Significant negotiation and stakeholder management skills.

Academic qualifications and certifications

• Bachelor’s degree or equivalent in Information Technology, Computer Science, or related field.
• Relevant ITIL certification is desirable.
• Service Integration and Management Foundation would be advantageous.
• Problem Management methodology would be advantageous.

Required experience

• Significant experience with remote desktop applications and help desk software.
• Significant experience in tech support, desktop support, or in a similar role.
• Significant working experience gained within a large‑scale organization.
• Significant demonstrated experience working with vendors and / or service providers.
• Significant demonstrated experience managing a multi‑tiered technical support process / team.
• Significant experience as a Service Management professional in a large‑scale and diverse environment of incident management, escalation procedures and related disciplines.
• Significant experience in IT service Management Systems and technology to support Managed services such as automation and monitoring.
• Significant process transformation and optimization experience.