ICT OPERATIONAL SUPPORT SERVICES MANAGER – NAMIBIAN PORTS AUTHORITY

PURPOSE OF THE JOB:

To plan, lead, and direct the ICT Operational Support Services division to deliver comprehensive operational support services to ensure the reliability and efficiency of Namport’s ICT infrastructure and systems/ applications in compliance with relevant policies and regulations. These services include support desk and incident management, infrastructure and systems/ applications support, business continuity, and management of strategic relations with internal/ external stakeholder relations, including service providers, for organisational success. This role is pivotal in achieving Namport’s strategic objectives and reports directly to the Executive: ICT.

KEY ACCOUNTABILITIES

• Lead, mentor, and motivate a team of technical professionals within the Operation Support Services division to provide exceptional technical support and related services.
• Develop, drive, implement, and maintain robust strategies/plans for ICT Operation Support Services, to improve service delivery processes and operational efficiency.
• Oversee service availability and reliability by delivering day-to-day ICT support services to end-users.
• Develop and manage approved divisional OPEX and CAPEX budget and expenditure, including divisional labour cost, and cost control initiatives according to policy guidelines.
• Monitor and optimize the performance of ICT systems and infrastructure.
• Manage day-to-day maintenance of ICT infrastructure and applications, including networks, servers, telecommunication, operational equipment, cloud computing systems, support services, and business and operations support systems to ensure high availability.
• Develop the ICT policies, standards, and procedures of the organization and monitor application and compliance thereof.
• Lead the management of projects from inception to completion, ensuring they are delivered on schedule, within budget, and meet the required quality standards.
• Implement improvements to streamline ICT Operational Support Services processes, effectively reducing operational redundancies and enhancing overall efficiency.
• Drive and oversee all risk management activities to ensure business continuity.
• Coordinate and develop effective working relationships with internal and external stakeholders relating to the function for a positive customer experience.
• Provide effective team leadership and management to develop a strong department team culture that supports continual organizational improvement, performance, and productivity.
• Prepare and present top management with reports on team performance, service levels, and customer satisfaction.

QUALIFICATIONS & EXPERIENCE

• An Honours Degree [NQF Level 8] in Information Communication Technology (ICT), Computer Science or equivalent.
• A minimum of seven (7) years of relevant technical experience in the ICT sphere, of which three (3) years should have been in a specialist or senior supervisory capacity involving leading ICT functions and diverse teams. This experience should include a strong track record in cloud infrastructure and management, support desk management, ICT hardware, networking and software infrastructure, enterprise applications (ERP), and project management.
• Certification in Cloud technologies, Project Management, Business Analysis, Agile methodologies, Governance, and Service Level Management and enterprise software (e.g. SAP, Oracle, Dynamics, Navis, etc.) will be an added advantage.
• Excellent leadership and people management skills, with the ability to inspire and motivate a diverse team.
• Exceptional problem-solving and decision-making abilities, focusing on delivering excellent customer service.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and build strong customer relationships.
• Strong analytical skills and the ability to interpret data and metrics to drive operational improvements.
• Proven experience in driving process improvements and optimizing service delivery workflows.
• Ability to thrive in a dynamic and rapidly changing environment, adapting to evolving business needs.
• Excellent project management skills.
• Must be versatile, flexible, and decisive.