IT Network Specialist

Job Purpose

The Specialist: Network Services is responsible for all services related to the domestic and global network operations. The role is responsible for managing overall IT day to day operations to improve network services in terms of service delivery and fulfilment, costs, performance and end user satisfaction. This is a service management role that entails service management, service strategy, customers, services, staff, vendor management, service level management and budget management.

Principal Accountabilities

• Contribute to the design of the Information Technology Division Strategy and ensure strategies are implemented and integrated within areas of responsibility
• Drive the profitability of the domain
• Ensure the management and control of the services domain
• Ensure cost containment within area of control
• Contract development, management and control of effective service delivery, technology strategy and implementation thereof
• Participate in IT strategy planning activities
• Manage strategic relationships with key IT product and service providers
• Ensure the efficient and effective management of the domain services and associated functions to improve costs, performance and end user satisfaction
• Optimise technology to enhance internal and external customer expectations
• Ensure all processes implemented to deliver customer value
• Drive customer centricity within all areas of control
• Establish and manage effective internal and external stakeholder relationships through appropriate relationship building and networking
• Ensure that effective Governance and Risk Management policies, processes and systems are in place for the department
• Ensure regular and timeous reporting of information to key stakeholders
• Lead and drive continuous optimisation programmes and initiatives for the services domain
• Ensure service performance and SLA’s are met
• Provide in depth technical expertise for both tactical and operational initiatives
• Provision in close cooperation with third party service provider the IT Services that is suitable for the group to access and optimise business operations
• Assess the relative impact of IT industry trends to current and future needs and projects
• Interface with business unit managers to define support initiatives and solutions for improving service efficiency and effectiveness
• Develop the reporting for vendor performance in areas that include quality, capacity, systems and responsiveness
• Ensure the mitigation, monitoring and managing of service domain related risks
• Work closely with team members for time allocation and prioritisation
• Manage and control the Airline’s desktop environment including related supporting services and delivery thereof from the various service providers to the Airline. This includes the setting of the future strategy and operating systems from a strategic perspective
• Provide the strategy, management and control of the Airline’s printing service solution
• Provide a telephony partner service to ensure the adequate provision of telephony and related infrastructure and services at acceptable service levels
• Lives and role models the Airline Values

Qualifications & Experience

• Bachelor Degree in IT/Computer Science/Eng or certification in ITIL Service Management and Delivery Practices as well as Networks Certification with 5 years’ experience in a Service Management role
• At least 5 years’ experience in Information Technology environment with sub domain of Networks
• 5 Years’ experience in managing vendor relationships
• Expertise in customer and senior stakeholder management across the lifecycle and environment driving successful organizational outcomes
• Proven track record of the ability to initiate, plan and execute technical projects
• Knowledge of latest global technology capabilities and trends across this domain

Knowledge and Skills

• Application of ITIL principles
• Knowledge of all IT Services
• Knowledge of Airline’s business procedures and processes
• Contract negotiations and management
• Service delivery
• Knowledge of IT Networks and Systems
• Infrastructure and IT Security
• In-depth knowledge of Network management practices
• ITIL Service, problem, incident, configuration management
• Negotiate and implement vendor service contracts
• SLA and contract conformance and governance
• Budgeting and control
• IT Global Operations
• Business integration strategy and design
• Auditing and conformance
• License management, policy and governance
• Negotiation skills
• Analytical skills
• Written and verbal communication skills, including technical writing skills
• Problem solving
• Information processing
• Interpersonal skills
• Change management skills
• Training and presentation skills
• Document writing (specifications, offers, procedures, project plans, etc.)
• Microsoft Office tools including Visio
• Business continuity skills
• Vendor management skills
• Service level management skills
• Financial skills
• Change Management
• Resource utilisation
• Information processing
• Commercial acumen
• Proactive collaboration at all levels of the airline and IT industry as well as stakeholder engagements with business

Attributes

• Engages in crucial conversations
• Manages projects
• Facilitates change and innovation
• Implements and aligns to vision
• Delivers value
• Values team diversity
• Role models’ behaviours and values

Additional Information

SAA is using an online recruitment tool. Applicants are required to complete an individual registration profile capturing essential personal and career selection criteria. Applicants must please note that they only need to complete the online registration once and thereafter they can update their online profiles as and when necessary.

PLEASE NOTE: The onus are on applicants to ensure all mandatory fields are completed. Incomplete online profiles will be disqualified from the application process. Online profiles are used for screening and shortlisting purposes. A CV is only for verification and record keeping purposes. Applicants need to ensure that their online profiles are completed with correct and current information. Incomplete sections can disqualify applicants from the screening and selection process.

This applies to all internal and external applicants.