Deputy Director, Strategic Support and Client Services

Pretoria, South Africa
20 Oct 2020
End of advertisement period
02 Nov 2020
Contract Type
Full Time



In pursuit of the ideals of excellence and diversity, the University of Pretoria wishes to invite applications for the following vacancy.

The University of Pretoria's commitment to quality makes us one of the top research Universities in the country and gives us a competitive advantage in international science and technology development.


Responsible for supporting the Information Technology Director in providing information and direction with regard to the IT resources necessary for a strategic IT technology framework to enable The Department to achieve its objectives, in support of the University's business objectives.


The successful candidate’s responsibilities will include, but are not limited to:

  • Planning, organising, leading and control:
    • Develop and maintain appropriate planning systems and plans in order to achieve the desired results economically and effectively;
    • Organize the activities in such a way that it contributes optimally to the achievement of objectives;
    • Strategic planning, objectives setting, financial planning (budgeting), long-term capital plans and operational planning;
    • Effective organizational structures, responsibility and authority delegated, accountability, teamwork, committed to the achievement of objectives, in-, out- or multi sourcing of work;
  • Service provisioning and delivery:
    • Provide the management and guidance in the delivery of a business capability product through multiple projects and leases, while maintaining alignment with the overall vision of the ITS department;
    • Assist the Information Technology Services Director in identifying and defining business unit future priorities, requirements and benefits, as well as supporting their project initiatives and improvement efforts;
    • Contribute to a corporate IT strategy that includes technology planning, technology and systems refresh, creation and maintenance of strategy documentation, operational strategies, total cost of ownership (TCO) analysis and planning;
    • Contribute to Enterprise Architecture, with sub-processes for documentation, and exception management;
  • Customer relations:
    • Ensure that the academic relations function of the Customer Relations section is executed effectively;
    • Key relationship management and communication with stakeholders, including the executive and senior management, students, staff, faculties, support services and key suppliers;
    • Support the director in strategic departmental initiatives;
    • Develop strong relationships with all customer groups across the institution, with the emphasis on academic staff, ensuring that the quality of service is perceived by its customers to increase year on year, and consistently meeting expectations in critical situations;
  • IT budget management:
    • Manage and execute the centralized institutional IT budget process, including the long-term capital budget, the annual IT capital budget as well as the departmental operating and personnel budgets;
    • IT budgeting support for stakeholders;
  • IT governance:
    • Ensure that IT governance, policies and standards are implemented and maintained;
    • Administration, coordination and application of appropriate governance, processes, documentation and standards;
    • Departmental IT governance processes and structures including document control, the standards committee, the change control committee, the internal IT coordinating committee and the appropriate application of IT policy frameworks;
    • Corporate IT governance processes, including a functional Information Technology Committee and its subcommittees, including the systems priority committees and approval structures for IT projects;
  • IT training:
    • Provide the design and delivery of IT end user training;
    • Oversee end user IT training by identifying training needs, scheduling activities, developing training procedures, communicating with clients, typing, filing and maintaining office equipment;
    • Adjustment to needs, inputs from the strategic plan, the helpdesk, users, liaison officer etc.;
  • IT budget and financial management:
    • IT budget management, and provide a financial management service to the ITS Department;
    • Manage and execute the centralized institutional IT budget process, including the long term capital budget, the annual IT capital budget, as well as the departmental operating and personnel budgets, and IT budgeting support for stakeholders;
    • Effective finance administration, including the coordination of the budget reparation for the IT resources and operations, controlling adherence to that budget, and controlling the revenue received from selling services;
  • Human Resource management:
    • Provide a Human Resource management service to the ITS department;
    • Liaise with central HR department;
    • Supply effective HR administration, training and recruitment support services to the Information Technology Services Department;
    • Define and execute an individual performance development plan for staff;
    • Build proficiency levels for current and future advancement by participating in formal and informal training opportunities;
    • Manage capacity of resources available.


  • An applicable bachelor's degree in Information Technology, Engineering, or Computer Science, or a similar directly applicable three or four year qualification; WITH
  • Minimum essential  10 years’ experience with the following sub-minimums:
    • Three years in supervisory and management capacity, including experience in systems development, helpdesk, technical user support, IT procurement, budgeting, IT security and governance, ITIL processes and IT projects;
    • Five years in IT management, strategic IT planning, financial management and business alignment;


  • A honour’s degree in Information Technology, Engineering, or Computer Science; WITH
  • Minimum essential  eight years’ experience with the following sub-minimums:
    • Three years in supervisory and management capacity, including experience in systems development, helpdesk, technical user support, IT procurement, budgeting, IT security and governance, ITIL processes and IT projects;
    • Five years in IT management, strategic IT planning, financial management and business alignment.


  • Knowledge:
    • Analytical skills;
    • Interpersonal skills;
    • Communication skills;
    • Attention to detail;
    • Managing people;
    • Leadership skills (strategic and operational);
    • Negotiation skills (vendors, contractor);
  • Technical competencies:
    • Managerial experience;
    • Understanding of IT concepts, principles, best practise;
    • Understanding what is happening in the University in general and create roadmaps;
    • Understanding strategic goals of a tertiary institution;
    • Strategic planning capabilities (approaches and processes, tools, deliverables);
    • Resources planning and prioritisation skills;
  • Behavioural competencies:
    • Adaptability/decisiveness:
      • Ability and confidence to vary between being flexible and holding University on a decision, depending on what the situation requires;
      • Showing leadership by adjusting one's approach to the demands of a particular task by taking and maintaining a position in a self-assured manner;
    • Initiative/perseverance:
      • Ability to work effectively with different people and teams of people by putting others at ease;
      • Acknowledging diverse opinions, addressing relevant concerns, minimizing conflict, promoting harmony;
      • Cooperating with others and working toward consensual solutions to achieve the group's objectives;
    • Organisation skills:
      • Ability to identify and set priorities, plan and effectively allocate appropriate resources;
      • To attend to detail so that relevant issues are addressed and result in high-quality outcomes;
    • Stress management:
      • Ability to work well under pressure or opposition, while maintaining effectiveness and self-control in the midst of any one or combination of stressors, including emotional strain, ambiguity, risk to self and fatigue;
    • Valuing service and diversity:
      • Ability to be sensitive to client and community needs and perceptions by providing prompt, efficient and equitable service, involving clients and community in the resolution of problems that affect them.


  • Applicable M-degree, MBA or Doctorate, with finance, HR, client support and/or strategic IT planning focus; WITH  
  • Five years:
    • IT experience in a technology implementation environment;
    • Experience in IT service management;
    • Exposure to:
      • The functioning of a printing unit;
      • ITS portfolio management;
      • ITS risk and compliance, and ITS governance;
      • IT service management;
      • Different IT technologies;
      • Managing client support services.

PLEASE NOTE: All shortlisted candidates may be required to participate in relevant skills assessments as part of the selection process.

The annual remuneration package will be commensurate with the incumbent’s level of appointment, as determined by UP policy guidelines. UP subscribes to the BESTMED and UMVUZO medical aid schemes and contributes 50% of the applicable monthly premium.

Applicants are requested to apply online at, and follow the link: Careers@UP.

In applying for this post, please attach:

  • A comprehensive CV;
  • Certified copies of qualifications;
  • Names, e-mail addresses and telephone details of three referees whom we have permission to contact.

CLOSING DATE: 2 November 2020

No application will be considered after the closing date, or if it does not comply with at least the minimum requirements.

ENQUIRIES: Ms Violet Makhubele, Email:, for application-related enquiries.

Should you not hear from the University of Pretoria by 31 January 2021, please accept that your application has been unsuccessful.

The University of Pretoria is committed to equality, employment equity and diversity.

In accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets, preference may be given, but is not limited to candidates from under-represented designated groups.

All candidates who comply with the requirements for appointment are invited to apply. All candidates agree to undergo verification of personal credentials.

The University of Pretoria reserves the right to not fill the advertised positions.