Deputy Director - Digital Data and Logistics

The British High Commission Pretoria oversees HMG operations in South Africa across four locations, in Pretoria, Johannesburg and Cape Town. The Corporate Services team, based largely in Pretoria with some staff in Johannesburg and Cape Town, is responsible for delivering corporate services to support the work of the mission.

The main purpose of the Deputy Director Corporate Services Digital, Data and Logistics is to lead on the delivery of ICT Support for HMG offices in South Africa, managing IT Support Officers (ITSOs) in Pretoria and Cape Town and the operational management of IT systems, hardware and software in UKinSA network. Working with the Technical Regional Manager, based in Johannesburg, delivering continuous improvement of IT systems, processes and governance, facilitating digitised solutions and capability across the network using approved AI tools.

In addition, the job holder will manage Protocol and Transport teams, based in Pretoria, administering arrival/departure arrangements for UK-Based staff posted to South Africa, liaising with the South African MFA (DIRCO) and other authorities (SARS and Licensing) on matters requiring communication with the host State and ensuring an efficient, safe and cost-effective transport service for FCDO/OneHMG partners.

Roles and responsibilities:

Digital (75%)

• Management of ICT-related matters in HMG offices in South Africa. Accountable for overall IT service delivery, leading a team of IT Support Officers (ITSOs) delivering local support for several independent ICT systems across four office locations and three business continuity fallback points in South Africa
• Proactive engagement with senior Digital managers in London, partners and external stakeholders on ICT Matters
• Working with Technical Regional Manager, review best practice for IT support in Posts through improved processes, including use of approved digitised solutions to improve UKinSA teams’ efficiency and effectiveness (e.g.Copilot Agents)
• Accountable for planning and ITSO task-management to meet KPIs and ensure team ownership of ongoing tasks
• Responsible for ITSO staffing resources to ensure adequate coverage across the UKinSA network and, along with Technical Regional Manager and Live Services Department in UK, offer remote support to small Posts in the region as required, including mentoring and training of regional ITSOs
• Manage IT Team’s travel and subsistence, equipment and maintenance budgets, offering value for money to the taxpayer whilst meeting operational business needs
• Provide a corporate contribution to the wider mission through active participation in the Operations and H&S/Compliance Committees
• Lead IT Support Officer for hardware and software rebuilds, resolving IT support calls and assisting users with IT faults and assisting users with IT faults via ServiceNow IT Portal
• Assist with ICT Learning & Development programmes and initiatives for staff across all office locations through championing new technology, promoting smarter working through use of AI, challenging conventional thinking, working with ICT trainers

Protocol: (15%)

• Provide line management support to Protocol and Transport Manager, ensuring the effective delivery of protocol and transport services
• Monitor internal Protocol Tracker tool, ensuring the team meets Corporate Services Charter SLAs and outstanding actions are resolved
• Act as Proxy Officer for all UK-Based staff and official vehicles in the UKinSA network, ensuring compliance and resolving traffic fines
• Management of completion of affidavits and related documentation at local police stations as required
• Oversight of Stationery budget, forecasting, expenditure monitoring, procurement planning, ensuring compliance with procurement policies and procedures
• Review, update, and maintain Protocol-related processes, policies, procedure and supporting documentation, including Induction toolkits, Protocol checklists and guidance materials
• Maintain up-to-date knowledge of DIRCO processes and requirements, resolving Protocol-related complaints and queries

Transport: (10%)

• Review and audit UKinSA transport bookings, registers and trackers to ensure compliance with local regulations and FCDO transport policies. e.g. compliance in ensuring licences are kept up to date, all bookings are official
• Manage fuel consumption and spend through effective monitoring, reporting, and implementation of efficiency measures
• Support UKinSA Events Team during VIP visits and official engagements, coordinating and delivering transport plans and logistical requirements
• Ensure the wellbeing and operational readiness of drivers, ensuring adequate provision of uniforms, accommodation, welfare support during extended trips, and providing after-hours support in the Transport Supervisor’s absence
• Management of UKinSA vehicle fleet, ensuring the effective maintenance, upkeep, safety, procurement, disposal and registration of assets
• Manage transport budgets and forecasts, ensuring effective financial planning and cost control
• Coordination of administration, receipt, dispatch, and tracking of incoming and outgoing diplomatic bags
• Maintain up-to-date knowledge of transport guidance, processes and requirements, and proactively resolve transport-related issues, complaints, and queries.

Resources managed:

• 3 x IT Support Officers
• 1 x Protocol/Transport Manager

Essential qualifications, skills and experience

• Previous experience of managing an IT service
• Previous experience of leading teams in a fast-paced, challenging environment
• Strong manager able to lead diverse teams, located in multiple office locations
• Excellent communication skills, written and oral
• Good organisational and time management skills
• Valid driving licence

Level of language required: Expert

Desirable qualifications, skills and experience

• Previous experience of project management
• PRINCE2 or similar project management certification

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