Ndiyahashu Sheilah Ramabulana
Summary
IT HOD with over 20 years of experience leading enterprise IT strategy, IT Service Management, IT Operations, and Applications Management in complex environments. Proven in aligning technology with business objectives while governing security, risk, and compliance to protect critical assets. Experienced in vendor and partner oversight, hardware and software risk management, and resolving control and accreditation issues to ensure resilient, secure service delivery. Trusted leader in evaluating operational frameworks and Information Assurance controls to drive performance, availability, and regulatory compliance.
Overview
24
24
years of professional experience
Work History
IT Manager-HOD
FSCA
06.2024 - 12.2025
- Manage and ensure certification of ICT goods and services against the set MIOS and ISS standards before they are used.
- Manage and oversee the evaluation and analysis of all system components to determine compliance with associated Information Assurance controls, threats, vulnerabilities, and risks.
- Manage and oversee the analysis of hardware, software components for accreditation control conflicts.
- Manage the Identification and mitigation of technology-related risks, including cybersecurity threats, data breaches, and system failures.
- Manage and oversee the evaluation and analysis of vendor, partner, developer and integrator development practices to determine violations in security best business practices and identification of potential non-compliance.
- Oversee all third-party service providers involved in delivery of connectivity, infrastructure, and managed services to direct customers and channel partners.
- Negotiate, implement, and manage contracts and service level agreements (SLAs).
- Conduct regular performance reviews and audits of vendors to ensure compliance and quality.
- Oversee assessments of vendors, system integrators, and developers to ensure secure development and delivery practices.
- Review third-party security documentation and assurance reports.
- Ensure contracts and SLAs include security and certification requirements.
- Ensure contractual obligations are met and penalties or incentives are applied appropriately with third parties and channel partners.
- Ensure consistent and high-quality service delivery across all clients, direct and channel.
- Manage KPIs and SLAs to track performance and identify areas for improvement.
- Lead service transition/Migration and on boarding of new vendors and channel partners.
- Manage support calls to ensure user support and that high service levels are maintained.
- Drive standardisation and automation of service processes and initiatives with vendors and channel partners.
- Drive ITIL-based practices for incident, problem, and change management.
- Oversee the day-to-day operations of the organization’s technology systems, including infrastructure, applications and data centres.
- Ensure customer satisfaction through proactive communication and issue resolution with third parties and internal stakeholders.
- Lead service review meetings and present departmental performance dashboards.
- Manage and oversee the analysis of system concept of operations, operational environment and certification documentation.
- Ensure the maintenance and support of technology systems, including upgrades, patches, and troubleshooting.
- Develop IT technical services policies and procedures.
- Lead development and implementation of IT strategy for infrastructure.
- Prepare and manage project plans.
- Ensure Service Level Agreement’s contracts and licences are signed and maintained.
- Ensure high availability of systems.
- Manage and oversee the evaluation and analysis of all system components to determine compliance with applicable security and technical Implementation guides.
- Keep abreast of technological changes.
- Manage the development of application changes.
- Manage system testing and implementation.
- Manage, maintain and safeguard assets and equipment, including the maintenance of a centralized assets register.
- Undertake a quarterly review and verification of ICT assets in the server room and hosting centres.
- Establish and implement processes, procedures, frameworks, and systems to proactively and strategically manage ICT assets throughout its lifecycle (acquisition, usage, maintenance, and retirement).
- Manage the responsible, cost-effective, and optimal use of ICT fixed and operational assets to ensure that every asset is properly used, maintained, upgraded, and disposed of at the end of their production.
- Manage the IT budget, including cost allocation, forecasting, and optimisation.
- Compile weekly, monthly, quarterly, and yearly reports for the ICT function.
- Manage timeous submission of certification and risk reports.
- Participation in governance and oversight committees.
- Manage human capital through effective performance management and employee development and empowerment related to direct subordinates.
- Setup performance review meetings to provide feedback, share information and plan achievement of objectives.
- Assign workloads, review outputs, and ensure quality assurance of certification assessments.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Provide coaching, mentoring, and performance management.
- To provide strategic leadership to align FSCA ICT initiatives with FST’s operational objectives, driving digital transformation and service modernization.
ICT Service (CRM) Manager(National)
South African Social Security Agency
01.2021 - 05.2024
- Drive the achievement of contracted service levels and customer satisfaction targets across the business through collaboration with respective stakeholders across 9 Regional offices.
- Conduct customer, service reviews (e.g. SLA, penalties) and track derived measures and activities.
- Engaging the service delivery (Solutions and Infrastructure) teams and other direct service providers to ensure service partnership as ‘One Service Team’ within ICT and the SASSA.
- Lead and give direction to the strategic planning of Service Delivery Management.
- Driving continuous delivery improvement initiative.
- Implement appropriate Information Technology project progress reporting to the Project Sponsor and Project Team.
- Develop and implement specific ICT policies and standard operating procedures to ensure ICT Governance standards are met and adhered to.
- Implement and monitor adherence of PMO processes, tools and systems across ICT teams.
- Manage the roll out of the Biometric Systems (Biometric Identity Access Management) across 9 regions for System Users and Beneficiaries.
- Manage implementation of the scanning solution to support automation of the social grant process.
- Responsible for service providers’ deliverables through establishing and maintaining service excellence and internal business satisfaction which includes handling of customer/user complaints, escalations and fulfilment of Service Level Agreement (SLA).
- Planning and controlling the service provision, commissioning internal and external suppliers and ensuring appropriate capacity management to fulfil the KPI’s at contractual level, including transition and implementation of projects.
- Implement, and maintain HSE policies, procedures, and programs to ensure compliance with legislation.
- Conduct workplace inspections, to identify non-compliance issues, and implement corrective actions and compile reports.
- Identify potential hazards in the workplace, providing recommendations for preventative measures and conduct risk assessments for various departments.
- Monitor work processes and procedures to identify unsafe practices and provide recommendations.
Manager ICT Governance and Risk
South African Social Security Agency
01.2014 - 12.2020
- Ensure that 100% of ICT goods and software solutions certified against MIOS, ISS, and other approved ICT standards prior to deployment.
- Ensure that ICT goods and systems are Technically sound, Compliant with required standards and Fit for use before deployment.
- Maintain and review ICT policies and procedures to ensure compliance with legislation, International Best Practice, and relevant ICT Frameworks such as Acceptable Use, ITIL, COBIT, ISO 27001, Agile, PMBOK etc.
- Implement, and maintain the SASSA ICT Governance Framework and Strategy according to the defined guidelines in the Corporate Governance of ICT Policy Framework.
- Compile and implement ICT policies, processes, and standard operating procedures.
- Monitor the development and implementation of the ICT operational plan.
- Coordinate risk assessment and implementation with Senior Management, Information Technology, internal audit, legal, risk management and other personnel.
- Conduct 'Brown Bag' or relevant information security awareness training and educational activities.
- Lead the on-going review of user access privileges to determine whether they are still relevant.
IT Infrastructure and Operations Manager
South African Social Security Agency
01.2009 - 12.2013
- Be the key change facilitator by identifying change needs, assessing the impact of the change, capturing and documenting requirements and then ensuring that those requirements are delivered by IT, whilst supporting the business through the implementation process.
- Monitor and improve ICT infrastructure and system availability through the Business Continuity Plan, Disaster Recovery Plan and Backups.
- Implement and maintain ICT platforms for internet access, e-mails, Servers, and applications.
- Establish backup systems (Windows Backup, and similar applications), with suitable retention periods, regular testing and resolving of failures.
- Manage maintenance and repair agreements and schedules (inclusive of server maintenance).
ICT Support Technician
South African Social Security Agency
01.2006 - 12.2008
- Provides end-user support including VIP support for software and hardware on desktops, laptops and mobile equipment.
- Installs, maintains, troubleshoots and repairs PCs, MAC and associated software.
- Ensures high customer satisfaction throughout the service delivery transaction.
1ST line support
Gauteng Department of Health
09.2004 - 08.2005
- 1ST line support of calls.
- 2ND line support of calls.
Network Administrator
Tekanyo IT Services
02.2003 - 08.2004
- LAN support.
- Service Desk management.
- Procuring IT equipment.
- Call Management on HEAT and Remedy systems.
- Assisting users on oracle.
IT Helpdesk Operator
Gijima IT Services
01.2002 - 12.2002
- Call logging and assignment.
- 1ST line support.
Education
Matric -
National Diploma - Computer Systems Engineering
Tshwane University of Technology
MCSE 2003 - undefined
Torque IT
Excellent Customer Care - undefined
Tshwane University of Technology
Emerging Managers Development Programme - undefined
Security + - undefined
Advance Diploma - Information Resource Management
UNISA
01.2026
Programme - Project Management
University of Pretoria
01.2026
ITIL Foundation v4 - undefined
01.2026
Skills
Strong leadership and management skills
Good communication and interpersonal skills
Ability to adapt to changing technology landscapes
Timeline
IT Manager-HOD
FSCA
06.2024 - 12.2025
ICT Service (CRM) Manager(National)
South African Social Security Agency
01.2021 - 05.2024
Manager ICT Governance and Risk
South African Social Security Agency
01.2014 - 12.2020
IT Infrastructure and Operations Manager
South African Social Security Agency
01.2009 - 12.2013
ICT Support Technician
South African Social Security Agency
01.2006 - 12.2008
1ST line support
Gauteng Department of Health
09.2004 - 08.2005
Network Administrator
Tekanyo IT Services
02.2003 - 08.2004
IT Helpdesk Operator
Gijima IT Services
01.2002 - 12.2002
National Diploma - Computer Systems Engineering
Tshwane University of Technology
MCSE 2003 - undefined
Torque IT
Excellent Customer Care - undefined
Tshwane University of Technology
Emerging Managers Development Programme - undefined
Security + - undefined
Advance Diploma - Information Resource Management
UNISA
Programme - Project Management
University of Pretoria
ITIL Foundation v4 - undefined
Matric -
References
- Mr. Walter Mashishi, Road Accident Fund, ICT Business Manager, 0735541157,walterm1@raf.co.za
- Mr. Siyabonga Zulu, SASSA HO, National Service Delivery Manager, 0124002212, 0833029701,siyabongaz@sassa.gov.za
- Mr. Cyril Ramavhona, Gauteng Growth & Development Agency, Senior Manager ICT, 0820498989, cyrilr@ggda.co.za
Key Competencies
Attention to Detail, Analytical thinking,Continuous Learning,Disciplined, Empathy,Resilience,Stress Management
Collaboration, Communicating and Influencing,Honesty, Integrity and Fairness
BNN Innovation
Creative Problem Solving
Strategic Thinking
Knowledge of:
Business and management principles and practices., Risk Management, Project management principles and practices, Enterprise ICT Governance (Policies & Legislation), Collaboration, Communicating and Influencing, Honesty, Integrity and Fairness, Innovation, Planning and Organizing, Creative Problem Solving, Strategic Thinking, Monitoring and reporting, ICT Governance, ICT standards ICT Business Environment and Landscape ICT Charter Various and relevant legislations: Corporate Governance of ICT Policy Framework, Security Standards, Protection of Personal Information Act (POPIA),State Information Technology Agency Act, Company’s Act Labour Legislation, Occupational Health & Safety (OHS). IT/Enterprise Architecture
Personal Information
Driving License: Code 10