IT Services Manager

2 weeks ago

Kempton Park, South Africa Emperors Palace Full time

Company Description

Peermont prides itself on offering our guests exceptional customer service and value for money. We always strive to employ and develop individuals that share our values of Respect and Humility, Integrity, Collaboration, Accountability, Innovation and Agility.

As part of this we endeavour to provide opportunities to our employees to develop their careers within the Peermont Group and are therefore proud to offer another career development opportunity for the position mentioned above.

The IT Services Manager will be responsible for the management of the IT service desk team and processes in delivering end-user support to the central office operations with the aim of providing the agreed service levels. This will include Capacity and Continuity management, configuration management and the resolution of incidents to enable the smooth, efficient service by the team in meeting the expectations and needs of their internal clients, with the ultimate aim of ensuring the availability of technology infrastructure, in a manner that is professional, reliable, and in line with business and regulatory requirements. The role will also focus on building and enabling solid and engaged IT service and support talent to support innovative and sustainable IT operations.

This role will be required to ensure all practices are in line with policy, frameworks and tools based on researched leading and industry practice, technical solutions, specialised projects and innovation, and legislative support to advise, enable and support business operations in achieving their objectives.

The IT Services Manager will ensure that all aspects of IT services support is provided to IT operations and central office teams in line with organizational SLA’s

**Job Description**:

- Understand the IT, technology and business strategies and complete the IT services roadmap and objectives for the service desk and support areas
- Develop and embed the Peermont IT services policies, standards and tools with a focus on tools to be implemented to effectively support the operation in various areas of the business in line with agreed SLA’s
- Conduct proactive investigations and analyses into potential technology requirements and work with the team to deliver the technical components and technology services to support business products, and processes
- Determine and facilitate the implementation of all IT services project requirements, as well as anticipate new changes to regulations, legislation and future requirements ensuring that plans are in place to make amendments and embed in the technology design
- Develop and monitor system maintenance plans by providing system validation procedures, maintenance reports, deactivation plans, and other documents, plans and reports; continuously analysing the systems to determine when deactivation or replacement is required
- Maintain IT control frameworks (COBIT / ITL)
- Manage the IT software and configuration processes and requirements
- Monitor the call management system and equipment
- Monitor the quality of service provided by the team, dealing with any escalated complaints
- Provide guidance and timely recovery following the occurrence of an outage and / or disruptions which result in the partial or complete disruption of business operations support
- Facilitate IT audits to ensure correct governance over the use of technology and the protection of data, including controls to meet audit requirements, system access management, quarterly reviews and new employee hires and moves
- Identifying any issues and recommendations and remedial action for improved efficiency have been recommended, communicated and controlled
- Oversee the asset management of IT assets across the business at Central Office level
- Shared accountability for developing and managing the budget and expense management for the portfolio
- Relationship agreements with key suppliers, business partners and sponsors are built, negotiated and managed to achieve the business objectives and leverage new opportunities and joint initiatives
- Provide inspirational leadership and change management interventions to enhance employee engagement and motivation and nurture a performance driven and learning culture across the business
- Provide team management, leadership and resources management for the IT service desk and support teams including managing shifts and service desk delivery
- Continuously drive supplier management and ensure Service Levels are maintained.

**Qualifications**:

- Matric
- BTech or relevant equivalent
- ITIL
- Minimum of 8 years relevant IT industry experience including 4 years management experience
- Experience in managing enterprise IT Help Desk operations
- Track record shift work based operations, project management and business continuity
- Travel to all units required on a regular basis
- May be required to work outside of normal working hours, in line with operational requirements (including weekend

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