Lead Business Support

Job Location : Gauteng, Johannesburg

Deadline : May 07, 2025

Key Performance Areas

Policy Review and Implementation

• Contribute to the development and implementation of departmental policy, procedures, and processes.
• Keep up to date with effective policy and practice execution strategies.

Customer Service

• Prioritize and allocate work to technicians.
• Develop and maintain relationships with customers and third parties.
• Manage IT Incidents and requests.
• Hold Service Level Management meetings with management teams.
• Train users on technology used (informal).
• Establish and facilitate user forums.
• Adopt a proactive approach to prevent problems from arising.
• Assist in gathering business requirements.
• Ensure IT service availability and continuity.
• Implement and enforce ITIL-based processes for IT support.
• Ensure business service requirements are defined and actively managed.
• Act as an escalation point for ICT service issues within the region of responsibility.

Research and Development

• Research solutions that best support the business.
• Research new problems/challenges as they occur.
• Share information with technical staff and document solutions found.
• Offer feedback on future product development, features, and functions.

Business Support Administration

• Manage SLA.
• Attend service/contract management meetings.
• Provide budget input for the area of responsibility.
• Manage processing centre and CEC ICT assets.
• Address audit findings.
• Manage projects.
• Assist with pre-procurement documentation and technical evaluations.

Reporting

• Prepare and submit regulation reports as required to provide progress updates and inform management decisions.
• Develop reports and procedures aligned with RAF’s strategy.
• Develop functional reporting systems for management, projects, or performance.
• Prepare proposals, briefings, presentations, reports, and other documentation, providing management information both verbally and in report format.

Stakeholder Management

• Facilitate and manage communication with internal and external stakeholders.
• Manage relationships with vendors, service providers, or procurement teams, ensuring timely invoicing and payments.
• Communicate effectively with all stakeholder levels.
• Represent the Fund in external activities and events.

People Management

• Maintain good employee relations.
• Provide ongoing operational support to employees.
• Ensure optimal use of resources through monitoring systems.

Qualifications

• Bachelor’s Degree or Advanced Diploma in Information Technology or related qualification.
• Certification in ITIL Foundation V3 or higher.

Experience

• 5-7 years’ relevant experience in an ICT support environment, with at least 2 years in a supervisory or specialized role.