Objectives

The primary objective of this tender is to procure a qualified ICT Managed Services Provider to deliver comprehensive ICT services for Ushaka Marine World for a period of one year. The provider will assume full responsibility for the ICT department, ensuring operational continuity, compliance with relevant regulations, and support for the park's various operational environments.

Scope

The scope includes:

• Assuming complete responsibility for all ICT operations within Ushaka Marine World.
• Providing a full ICT department replacement, including strategic management and operational support.
• Appointing a dedicated CIO to oversee ICT functions.
• Managing environments such as revenue collection, ticketing, retail operations, financial systems, security, and communication services.
• Supporting hosted PBX telephony platform, Microsoft 365 suite, DNS/DHCP services, and other ICT infrastructure.
• Delivering specified services aligned with compliance standards like POPIA, MFMA, MSCOA, KING IV, and AGSA requirements.

Technical Requirements

The technical scope encompasses:

• Full management of ICT infrastructure including DNS/DHCP, servers, VMware, Active Directory, backups, disaster recovery, and security systems.
• Provision of support for Microsoft 365 applications, troubleshooting, OEM coordination, and user support.
• Implementation and management of network security, firewalls, NAC, VoIP, and QoS systems.
• Support for enterprise applications such as JDE, Sage, Micros, Galaxy, and MDA.
• Management of hosted PBX extensions, IVR, SIP, and related telephony services.
• Adherence to service level agreements with defined response and resolution times based on issue priority.
• Provision of a combined resource model with roles including CIO, infrastructure engineers, network/security engineers, application analysts, and support technicians.
• Mandatory reporting, governance, and compliance with relevant policies and standards.

Skills Requirements

The tender specifies the need for personnel with expertise in:

• ICT strategy, governance, and reporting (CIO role).
• Infrastructure management including servers, VMware, AD, backups, and disaster recovery.
• Network security, NAC, firewalls, and switching infrastructure.
• Application support for enterprise systems such as JDE, Sage, Micros, Galaxy, and MDA.
• Hosted telephony systems including PBX, IVR, SIP, and related configurations.
• Cybersecurity, patch management, and vulnerability assessments.
• Onsite support, ticket management, and device configuration.
• Experience with Microsoft 365 administration, SharePoint, Exchange, and Teams.

Additionally, personnel must demonstrate compliance with procurement regulations, tax clearance, and relevant certifications, with specific roles designated for strategic, technical, and support functions.