IT Service Manager

3 weeks ago

Johannesburg, South Africa Network International Full time

IT Service Manager – ITIL Service Operations & Improvement Location: Johannesburg Department: IT Service Management Reports To: Head of Service Delivery / Senior Service Delivery Manager Employment Type: Full-Time Role Purpose The IT Service Manager is responsible for the end-to-end delivery and continual improvement of ITIL‑aligned service management processes, with a primary focus on Incident, Major Incident and Problem Management. The role ensures operational stability, service excellence and alignment with business objectives. Responsibilities Incident Management – Manage the full lifecycle of incidents to ensure timely resolution and minimal business disruption. Monitor incident trends and drive proactive improvements. Major Incident Management – Lead the response to high‑impact incidents, coordinating technical teams and stakeholder communications. Conduct post‑incident reviews and ensure follow‑up actions are implemented. Problem Management – Drive root‑cause analysis and long‑term resolution of recurring issues. Maintain the Known Error Database (KEDB) and track problem resolution metrics. Change Management – Collaborate with the Change Manager to assess the impact of changes on services. Ensure incidents and problems are considered in change planning and risk assessments. Service Request Fulfilment – Oversee the fulfilment of standard service requests in line with SLAs. Ensure request models are documented and optimised for efficiency. Configuration Management – Support the maintenance of the Configuration Management Database (CMDB). Ensure accurate mapping of services, assets and dependencies. Knowledge Management – Promote the creation and maintenance of knowledge articles to support first‑time resolution. Ensure lessons learned from incidents and problems are documented and shared. Service Level Management – Monitor and report on SLA performance across all IT services. Work with service owners to define, review and improve SLAs and OLAs. Continual Service Improvement (CSI) – Identify opportunities for process and service improvements using ITIL CSI methodology. Lead or contribute to service improvement initiatives and projects. Service Reporting & Metrics – Produce regular reports on service performance, trends and KPIs. Present insights and recommendations to senior leadership. Qualifications – Skills & Experience Essential 7+ years in IT Service Management, with hands‑on experience in Incident, Problem and Major Incident Management. 5+ years of experience in an infrastructure service delivery environment, including monitoring. Strong knowledge of ITIL v3 and v4. Experience with ITSM tools such as ServiceNow, BMC Remedy, BMC Helix and Jira Service Management. Strong analytical, communication and stakeholder engagement skills. Desirable Experience in a 24/7 operational environment. Familiarity with DevOps, Agile, AI and cloud‑based infrastructure. Background in regulated industries (e.g. Banking, finance, telecoms). Additional Qualifications Higher Certificate in Management Practices. ITIL Foundation v3 or v4. Kepner Tregoe Problem‑Solving certification. MIM (Major Incident Management) Professional certification. Service Desk Manager Examination. #J-18808-Ljbffr

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