HEAD ICT OPERATIONS & SERVICE DELIVERY – ICT - LEVEL 5 (1 POST)
Ict & Computer Jobs
Job Description
Applications are invited from suitably qualified persons to fill the following posts within the
Zimbabwe Revenue Authority (ZIMRA) – an equal opportunity employer.
HEAD ICT OPERATIONS & SERVICE DELIVERY – ICT - LEVEL 5 (1 POST)
Job Purpose
Provide strategic leadership and oversight of ICT Operations and Service Delivery across the
Authority, ensuring resilient, secure and efficient enterprise and taxpayer-facing systems. The
role leads ICT support operations, service management, governance and nationwide service
delivery in alignment with ZIMRA’s strategic and digital transformation objectives, reporting
to the ICT Director.
Duties and Responsibilities
▪ Provide strategic leadership for ICT Operations and Service Delivery across the
Authority.
▪ Develop and implement ICT service delivery strategies, operational frameworks,
standards and policies aligned to organisational objectives.
▪ Ensure effective governance, performance management, operational resilience and
continuous improvement of ICT services.
▪ Drive ICT operational excellence and support the Authority’s digital transformation
initiatives.
▪ Oversee enterprise-wide operational support services for Customs, Domestic Taxes, ERP and other corporate systems.
▪ Ensure high availability, reliability, performance and optimisation of mission-critical
taxpayer-facing and enterprise platforms.
▪ Direct incident, problem, change and service request management processes in line
with ITIL best practices.
▪ Ensure effective management and support of core enterprise, revenue, compliance,
human capital and operational systems, including ASYCUDA, Single Window, ECTS,
TaRMS, FDMS, SAP ERP and other strategic platforms.
▪ Implement and maintain ICT governance controls, operational standards, audit
requirements and compliance frameworks aligned to COBIT, ITIL, ISO/IEC 27001, NIST
and applicable ICT policies.
▪ Ensure operational risk management, business continuity, cybersecurity compliance
and disaster recovery preparedness.
▪ Maintain audit-ready operational documentation, governance artefacts, technical
standards, compliance evidence and operational dashboards.
▪ Conduct root cause analysis, service reviews and continuous service improvement
initiatives.
▪ Collaborate with business units, vendors, regulators, financial institutions and
multidisciplinary ICT teams to enhance enterprise service delivery.
▪ Manage service level agreements (SLAs), vendor performance, operational reporting
and stakeholder engagement processes.
▪ Ensure delivery of high-quality customer-focused ICT services across the Authority.
▪ Lead, mentor and develop managers, specialists, analysts, graduate trainees and
technical support teams.
▪ Promote knowledge sharing, innovation, teamwork and a culture of continuous
improvement.
▪ Manage team performance and ensure effective utilisation of ICT operational resources.
Qualifications and Experience
Job Skills and Competencies
▪ Strong leadership and people management capability.
▪ Ability to lead enterprise ICT support operations and service delivery teams nationwide.
▪ Strong understanding of enterprise ICT governance, cybersecurity, digital
transformation and tax administration environments.
▪ Sound knowledge of enterprise governance frameworks including COBIT 2019, ITIL 4,
ISO/IEC 27001, NIST CSF, GDPR and data protection legislation.
▪ Strong analytical, troubleshooting, operational risk management and problem-solving
skills.
▪ Ability to work effectively in multidisciplinary, high-pressure and mission-critical
environments.
▪ Excellent communication, stakeholder engagement, technical reporting and
presentation skills.
▪ Strong understanding of enterprise systems integration, operational resilience, audit
readiness and compliance management.
▪ Ability to drive service excellence, operational efficiency and continuous improvement
initiatives.
▪ Strong strategic planning, decision-making and organisational skills.
Qualifications and Experience
▪ Bachelor’s Degree in ICT, Computer Science, Information Systems, or an equivalent
discipline.
▪ ITIL Certification or equivalent is mandatory.
▪ Relevant ICT Service Management certification will be an added advantage.
▪ Relevant professional certifications aligned to enterprise ICT governance and operations
such as COBIT, ISO/IEC 27001, CISSP, PMP, or related certifications will be an added
advantage.
▪ Minimum of eight (8) years’ relevant ICT experience, including significant exposure to
enterprise ICT operations, service delivery, or systems support leadership.
▪ Proven experience supporting large-scale enterprise platforms, taxpayer-facing
systems, or public sector digital transformation initiatives.
▪ Solid exposure to ICT service management environments and ITIL-compliant service
desk solutions such as ManageEngine or equivalent platforms.
▪ Experience in public sector, revenue administration, or other highly regulated
environments will be an added advantage.
How to Apply
Interested candidates should submit applications, accompanied by a detailed Curriculum Vitae by 19 May 2026. All applications should be emailed to
ZimraRecruitment@zimra.co.zw with the position title clearly stated in the email subject
line, e.g. Head ICT Operations & Service Delivery – ICT Level 5. The applications should be addressed to:
Director Human Capital
Zimbabwe Revenue Authority
6th Floor ZB Centre
Corner First Street / Kwame Nkrumah Avenue
P. O. Box 4360
HARARE
Please note that only shortlisted applicants will be responded to and females are
encouraged to apply.
