& APPLICATION SUPPORT Manager IT Services Delivery & Application Support - 222222
Role Purpose

Reporting to the head of IT Systems and Service Delivery, Manager for IT Services Delivery & Application support will be responsible for managing the overall corporate applications and IT help desk. This includes managing the in scope systems end to end (OS, DB and Application).The systems in this scope includes the following
Active directory and other linked systems like ARM and IRS and Ms Exchange
File server
Profiles server and CCKB
Hr payroll
Corporate website

Role Requirement
Essence of the role/Key

Key Activities / Decision Areas

End user support.(Operations)

Responsible for the overall end user support services for all the services/functions that the IT offer to the internal customers/staff. Responsible for the performance of the service desk functions.

SLA management

Establish the SLA between the IT and business and manage the SLA between the IT and the customers, ensure the SLA is reviewed between the customer and IT and necessary survey are conducted for the overall performance of the IT services. Establish and manage the Operational Service Agreements between the back office support teams and the service desk.

Inventory management

Responsible for the IT asset management, checks and controls and all the time have the correct and updated asset information.

Systems Management
Patch management is done according to patch management policy. All systems in the scope should at any point in time comply with the patch process and have latest approved security patches

All in scope systems have backup

All the restore tests are performed as per the approved restore test plan.
All TRPs are updated according to the system changes
TRP test is performed as per the BCM plan
The findings are resolved according to the committed timelines (Audit, penetration tests, and vulnerability scans as per the agreed timelines.
Monthly user access reviews is done
Compliance to security policy and procedures
Systems hardening is done as per the hardening process
Monthly super user logs reviews with evidence and signed off monthly is done as per the policy
Should ensure all the above mentioned task is done for in scope systems and for any other systems that may be added at the description of the Line Manager
Ensure all the systems are configured in monitoring tools for different alerts

The in scope systems are managed end to end from OS, DB and Application level. Details of the systems are Innovation

Establish the roadmap for the Enterprise Service Desk and ensure that the roadmap is implemented as agreed, establish the Key Performance Indicators and key success factors for the Service Desk and ensure that are measure correctly for daily service delivery improvement

IT standard Compliance
Responsible for the overall implementation of the ITIL methodology across the organization for the quality service delivery of IT services and overall performance of the Vodacom business.

Responsible for overall security to the systems in scope and ensure its compliance to technology audit checklist

Budget management
Budget Management. Responsible for the proper and appropriate acquisition and procurement of the IT office automation tools as per the business needs including but not limited to computers, photocopiers, printers, scanners and consumables, software, etc by providing proper and correct recommendations to the head of section and management.

People Management

Manage and motivate people under the section and ensure that they are doing their responsibilities as required.


Reports – on the weekly/monthly IT services performance on the SLA, Asset

Job Specific Requirements
Must be flexible to work on the dynamic and demanding business environment

• Irregular Hours
• Ability to manage stress and pressure of job
• Effective time-management is essential

Competencies (Knowledge, skills and attributes)

Person Specification

Competency / Performance Drivers

Technical / Professional Expertise

• Team Leader (Motivator)

• Practical
• Conscientious
• Emotional Control
• Integrity
• Logistical
• Decisive
• Good Judgment

• ITIL/Cobit knowledge

• ITSM knowledge

• Project Management Tools

• Operating Systems/Office Applications

• Project Leading Management

• IT Methodology

• Audit and compliance knowledge


• B.Sc.,


• MBA is an added advantage.

• Min. 3 years in Telecommunications, banking industry or any industry with more than 400 desktops/laptops

• Min. 2 years project management experience

• Min. 5 years IT experience

• Min. 3 years management experience

• Min 2 years in auditing and risk management activities.

Leadership Competency Requirements

• Builds Commitment

• Motivating Others

• Providing Leadership and Direction

• Supporting the Organization

• Employee Development

• Employee Relations


Online Application, Click HERE to Apply