ICT Operations Manager

Impronics Technologies; Johannesburg; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

A leading technology firm in Johannesburg is seeking an experienced ICT Operations Manager to oversee daily ICT operations, ensuring stability and optimal performance. This role includes managing incident resolution, SLA compliance, and leading operational teams. Candidates should have a Bachelor's degree in IT or Computer Science and strong knowledge of ITIL frameworks. Applicants with a minimum of 5 years’ ICT operations experience and proven leadership skills will thrive in this position.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science, or related discipline.
• ITIL v4 Managing Professional or COBIT-19 Foundation required.
• Minimum 5 years' ICT operations and service management experience.
• PM certification (PRINCE2/PMP) preferred.
• Experience in public-sector governance and reporting frameworks is a plus.

Responsibilities

• Oversee daily ICT service operations across servers, applications, and networks.
• Monitor system and network performance to maintain uptime above 99.1%.
• Lead System Administration, Helpdesk, and Application Support teams.
• Track and report service delivery KPIs and SLA compliance.
• Lead System Administration, Helpdesk, and Application Support teams.
• Coordinate escalations and vendor performance per SLA.
• Ensure PFMA/POPIA governance alignment and audit readiness.
• Support DR and BCP initiatives.
• Identify process and technology improvements and automate where possible.
• Deliver timely reports to CIO and ICT Steering Committee.
• Drive user satisfaction through improved service quality.

Skills

Knowledge of ITIL and COBIT frameworks

Understanding of hybrid ICT environments

Proficiency in system monitoring and optimization

Incident, problem, and change management

Excellent communication skills

Incident management

Problem management

Change management

Governance & audit

Stakeholder management

Leadership

Communication

Analytical

Detail-oriented

Customer-focused

Ethical leadership

Education

Bachelor’s Degree in Information Technology or Computer Science

ITIL v4 Managing Professional certification

Project Management certification (PRINCE2 / PMP)

ISO/IEC 20000 or ISO/IEC 27001 training

PRINCE2 / PMP certification preferred

Job description

Overview

Job Purpose: 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.

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.

Required Competencies & Skills

• 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.