Head ICT Operations and Service Delivery - ICT Level 5

Role Overview

This leadership role requires providing strategic direction and management for ICT Operations and Service Delivery throughout the organization. The position is accountable for robust, secure, and efficient enterprise systems along with taxpayer-facing platforms. Reporting to the ICT Director, the role covers oversight of ICT support operations, governance, service management, and delivery nationwide in line with the organization's digital and strategic transformation goals.

Key Duties

• Lead ICT Operations and Service Delivery efforts across the Authority strategically.
• Create and enforce ICT service delivery policies, strategies, standards, and operational frameworks aligned to organizational aims.
• Ensure governance, performance management, operational resilience, and continuous ICT service enhancements.
• Champion operational excellence within ICT and support digital transformation projects.
• Manage enterprise-wide support services including Customs, Domestic Taxes, ERP, and other corporate systems.
• Maintain high availability, performance, and optimization of critical taxpayer-facing and enterprise IT platforms.
• Manage incident, problem, change, and service requests following ITIL best practice guidelines.
• Oversee enterprise, revenue, compliance, human resource, and operational systems such as ASYCUDA, Single Window, ECTS, TaRMS, FDMS, SAP ERP, and strategic platforms.
• Implement ICT governance and control frameworks adhering to COBIT, ITIL, ISO/IEC 27001, NIST standards, and policy compliance.
• Ensure operational risk mitigation, business continuity, cybersecurity adherence, and disaster recovery readiness.
• Maintain thorough audit-ready documentation including governance artifacts, standards, compliance proofs, and operational dashboards.
• Conduct root cause analyses, service reviews, and pursue continuous service improvements.
• Collaborate across business units, vendors, regulators, financial institutions, and ICT teams to enhance service delivery.
• Manage service level agreements (SLAs), vendor performance, operational reporting, and stakeholder communications.
• Ensure provision of excellent customer-focused ICT services Authority-wide.
• Lead and develop technical teams including managers, specialists, analysts, graduate trainees, and support staff.
• Foster a culture of teamwork, innovation, knowledge sharing, and ongoing improvement.
• Oversee team performance and optimize use of ICT operational resources.

Required Skills and Attributes

• Demonstrated leadership and management expertise with teams supporting enterprise ICT operations across multiple locations.
• Deep understanding of enterprise ICT governance, cybersecurity frameworks, digital transformation, and tax administration systems.
• Proficient knowledge of COBIT 2019, ITIL 4, ISO/IEC 27001, NIST Cyber Security Framework, GDPR, and relevant data protection laws.
• Strong analytical and problem-solving capabilities focused on operational risks and troubleshooting.
• Competent working under pressure in multi-disciplinary and mission critical settings.
• Excellent capabilities in communication, stakeholder liaison, technical reporting, and presentations.
• Expertise in systems integration, operational resilience, audit preparedness, and compliance management.
• Drive for operational excellence, continuous improvement, strategic decision-making, and organizational effectiveness.

Qualification and Experience

• Bachelor’s degree in ICT, Computer Science, Information Systems, or a related discipline.
• Mandatory possession of ITIL certification or equivalent.
• Additional ICT service management certifications are advantageous.
• Relevant professional credentials in enterprise ICT governance and operations such as COBIT, ISO/IEC 27001, CISSP, PMP are considered assets.
• A minimum of eight years’ relevant ICT experience including leadership in enterprise ICT operations, service delivery, or systems support.
• Proven background supporting large-scale enterprise platforms, taxpayer systems, or digital transformation in public sector contexts.
• Experience with ITIL-compliant service desk platforms like ManageEngine or similar tools is favorable.
• Exposure to public sector, tax administration, or highly regulated environments adds value.

Additional Information

Applications must include a detailed CV and be submitted by 19 May 2026. Only shortlisted candidates will be contacted. Female candidates are particularly encouraged to apply. The submission must be addressed to the Director Human Capital at the Zimbabwe Revenue Authority located in Harare.