Head of IT Service Management

5 months ago

Cape Town, South Africa IOCO Full time

We are looking to hire a Head of IT Service Management (ITSM) who will be responsible for leading and managing the IT service management functions within the organization. This role involves overseeing the design, implementation, and maintenance of IT service management frameworks and ensuring that IT services meet the needs of the business effectively and efficiently. The Head of ITSM will work closely with various stakeholders to align IT services with business goals, drive continuous improvement, and maintain high levels of customer satisfaction. 

What you’ll do:

Leadership and Strategy

  • Develop and execute the IT service management strategy in alignment with organizational goals.
  • Lead and mentor the ITSM team, fostering a culture of excellence and continuous improvement.
  • Collaborate with senior leadership to understand business objectives and ensure IT services support these goals.

Service Management Framework

  • Design, implement, and maintain IT service management frameworks based on best practices (e.g., ITIL, COBIT).
  • Ensure the effective management of IT service delivery, including incident, problem, change, and release management.
  • Oversee the development and maintenance of service catalogues and service level agreements (SLAs).

Process Improvement and Optimization

  • Identify opportunities for process improvements and implement changes to enhance service quality and efficiency.
  • Monitor and analyze key performance indicators (KPIs) to assess service performance and drive improvements.
  • Implement and maintain continuous improvement initiatives to enhance IT service delivery.

Vendor and Stakeholder Engagement

  • Build and maintain strong relationships with key stakeholders, including business units, IT teams, and external partners.
  • Manage relationships with third-party vendors and service providers to ensure service delivery meets contractual obligations.
  • Act as a primary point of contact for IT service-related issues and escalations.
  • Communicate effectively with stakeholders to ensure alignment and understanding of IT service management goals and activities.

Compliance and Risk Management

  • Ensure IT services comply with relevant regulations, standards, and policies.
  • Identify and manage risks associated with IT service delivery, implementing mitigation strategies as necessary.
  • Maintain robust documentation and reporting to support compliance and audit requirements.

Resource Management

  • Manage the ITSM budget, ensuring effective allocation of resources to support service management activities.
  • Oversee the procurement and management of tools and technologies required for IT service management.
  • Ensure the ITSM team is adequately trained and equipped to perform their roles effectively.

Your expertise:

  • Experience in IT service management or a related field.
  • Proven track record in a leadership role within IT.
  • Experience with ITIL, COBIT, or other IT service management frameworks.
  • Cloud experience: AWS
  • Exposure to Chorus is very beneficial

Qualifications:

  • Matric
  • Relevant IT Qualifications

Other information applicable to the opportunity:

  • Location: Cape Town – hybrid way of work
  • Years experience: 10+

Why work for us?

Want to work for an organization that solves complex real-world problems with innovative software solutions? At iOCO, we believe anything is possible with modern technology, software, and development expertise. We are continuously pushing the boundaries of innovative solutions across multiple industries using an array of technologies. 

You will be part of a consultancy, working with some of the most knowledgeable minds in the industry on interesting solutions across different business domains. 


Our culture of continuous learning will ensure that you will have all the opportunities, tools, and support to hone and grow your craft.

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