Head of IT Service Management

5 days ago

Cape Town, Western Cape, South Africa IOCO Full time

Job Summary: We are seeking a highly skilled and experienced IT Service Management professional to lead our IT service management functions. As the Head of IT Service Management, you will be responsible for overseeing the design, implementation, and maintenance of IT service management frameworks, ensuring that IT services meet the needs of the business effectively and efficiently.

Key Responsibilities:

  • Leadership and Strategy: Develop and execute the IT service management strategy in alignment with organizational goals, lead and mentor the ITSM team, and collaborate with senior leadership to understand business objectives.
  • Service Management Framework: Design, implement, and maintain IT service management frameworks based on best practices, ensure the effective management of IT service delivery, and oversee the development and maintenance of service catalogues and service level agreements.
  • Process Improvement and Optimization: Identify opportunities for process improvements, implement changes to enhance service quality and efficiency, and monitor and analyze key performance indicators to assess service performance.
  • Vendor and Stakeholder Engagement: Build and maintain strong relationships with key stakeholders, manage relationships with third-party vendors and service providers, and act as a primary point of contact for IT service-related issues and escalations.
  • Compliance and Risk Management: Ensure IT services comply with relevant regulations, standards, and policies, identify and manage risks associated with IT service delivery, and maintain robust documentation and reporting to support compliance and audit requirements.
  • Resource Management: Manage the ITSM budget, oversee the procurement and management of tools and technologies required for IT service management, and ensure the ITSM team is adequately trained and equipped to perform their roles effectively.

Requirements:

  • 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:

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

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