ICT Operations Manager

Impronics Technologies; Gauteng; On-site; ZAR 600,000 - 800,000; Full time

Job summary

Impronics Technologies is seeking an ICT Operations Manager in Gauteng, South Africa. The successful candidate will manage daily ICT operations, ensure adherence to service levels, and oversee incident and change management processes. A Bachelor's Degree in IT, proven leadership capabilities, and proficiency in ITIL standards are required. This role demands a strategic thinker focused on continuous improvement and operational excellence, ensuring high performance of ICT services delivered to stakeholders.

Qualifications

• Minimum 5 years’ ICT operations and service management experience required.
• At least 3–5 years in a managerial or leadership role.
• Proven experience managing ICT service delivery and SLA compliance.

Responsibilities

• Oversee daily ICT service operations across multiple environments.
• Monitor system and network performance to ensure uptime.
• Support Disaster Recovery and Business Continuity Planning initiatives.

Skills

Leadership

Incident Management

Problem Resolution

ITIL Framework

Communication Skills

Stakeholder Management

Analytical Skills

Education

Bachelor’s Degree in Information Technology or related discipline

Postgraduate qualification in IT Service Management (Advantageous)

Project Management certification (PRINCE2 / PMP preferred)

ITIL v4 Managing Professional

Tools

Performance Monitoring Tools

Reporting Tools

Job description

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.

Key Responsibilities

ICT Service Operations Management

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.

Governance, Compliance & Risk Management

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.

Operational Excellence & Continuous Improvement

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.

Required Qualifications

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.

Required Work Experience

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.