Team Lead: Itsm Operations

1 week ago

Cape Town, Western Cape, South Africa Engen Full time

Purpose of the Job:


To lead a team of technical professionals that are customer focused and effectively manages the system infrastructure, databases and SAP integration platforms including, but not limited to resourcing, input into budgeting, communication and oversight of new initiatives in addition to building effective relationships with customers, service vendors, peers, team members, and senior leadership.


Who You Are:

  • You have experience in building or managing a team, including areas such as incident and request management, problem management, event management, change management, and service level management.
  • You excel in conducting IT risk assessments, managing incidents, problemsolving, and ensuring continuous service improvement.
  • You are deeply passionate about IT service management, people, achieving results, and adding value to the organization.
  • You possess excellent relationshipbuilding skills, with a strong ability to influence, manage conflicts, and effectively plan and organize tasks.
  • You have a reputation for being analytically assertive and consistently achieving results in IT service management.

What you'll have done before:

Baseline:

  • NQF Level 7 (Degree in IT or related field)
  • ITIL Best Practice Certification
  • 8 years' experience managing IT support, services, and key processes including incident, change, service request and majorincident management.
  • Experience with vendor management, including demonstrated success in conducting RFP's and vendor service transitions.
  • Experience leading technology change and deployments.

Advantageous:

  • IT or relevant postgrad qualification
  • Certifications in leadership and management
  • Certifications in IT Service Management or relevant IT disciplines
  • Proven financial management skills with operational budget tasks
  • Experience in strategic technology planning and policy development

Exciting Challenges you might face in the role:

  • Revolutionize ITSM processes to enhance service delivery and shape future IT operations.
  • Implement best practices and stay ahead of industry trends to improve efficiency and service quality.
  • Oversee critical incidents, coordinate resources, and resolve issues swiftly to minimize business impact.
  • Foster a collaborative environment, mentor the team, and achieve outstanding results.
  • Build strong relationships, understand stakeholder needs, and align ITSM processes with business objectives.
  • Conduct IT risk assessments, develop strategies to mitigate risks, and safeguard IT infrastructure.
  • Lead change management efforts, ensuring mínimal disruption and alignment with business goals.
  • Maintain compliance with regulations, enforce relevant policies, and uphold governance standards.
  • Utilize ITSM tools and data analytics for insights, decisionmaking, and service performance improvement.
  • Manage daytoday operations while driving strategic initiatives for longterm success.

What You'll be doing:

IT Service Management Strategy:

  • Execute ITSM strategies and update the IT service portfolio.
  • Develop tactical plans, standards, and policies.
  • Contribute to performance metrics and collaborate on digital workplace policies.

IT Service Design:

  • Ensure SLAs meet customer expectations and budgets.
  • Develop a service catalog and monitor availability trends.
  • Align SLA delivery with roles, responsibilities, and thirdparty vendors.

IT Service Transition:

  • Manage service transitions with asset and configuration management.
  • Ensure change control compliance, chair Change Advisory Board meetings, and handle outages.
  • Share ITSM knowledge and introduce new products/services.

IT Service Operations:

  • Lead service desk and desktop support operations, resolving issues within SLAs.
  • Resolve major incidents, address system performance, and automate access requests.

Continuous Service Improvement:

  • Implement improvement plans, monitor performance, refresh SLAs, and ensure compliance.
  • Review reports, address pain points, and drive service excellence projects.

Capability Management:

  • Lead and develop a highperforming, crossskilled ITSM team.

Relationship Management:

  • Build stakeholder relationships, gather feedback, collaborate with vendors, and address customer needs.

Job Advert Closing Date:
All job adverts close five days after date posted

Engen's approved Employment Equity plans and targets will be considered as part of the recruitment process.

Important Information:

  • The appointment will be made in line with Engen's Employment Equity Strategy.
  • Engen reserves the right not to make an appointment.

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