Senior IT Service Management Specialist

4 weeks ago

Cape Town, Western Cape, South Africa DLK Group (PTY) Ltd Full time
Job Title: Senior Service Level Manager

We are seeking an experienced IT Service Management Specialist to oversee the implementation and operations of ITSM processes within our organization. The ideal candidate will possess a relevant Bachelor's degree and an ITIL certification, along with at least five years of experience in IT Service Management within a large-scale environment.

Key Responsibilities:
  • Lead the implementation of ITIL processes (Incident Management, Change Management, Problem Management, etc.) across the organization, ensuring adherence to best practices.
  • Develop, monitor, and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure service delivery meets organizational standards.
  • Work closely with cross-functional teams, including IT operations, support, and business units, to align IT services with business objectives.
  • Identify opportunities for process improvements and efficiency gains within ITSM practices, and facilitate workshops and training sessions to promote a culture of continuous improvement.
  • Maintain accurate documentation of ITSM processes, procedures, and workflows, and prepare regular reports on service performance and improvement initiatives.
Requirements:
  • Education: Relevant Bachelor's degree in Information Technology, Computer Science, or a related field.
  • Certification: ITIL certification (e.g., ITIL Foundation, ITIL Intermediate, or ITIL Expert).
  • Experience: Minimum of 5 years of experience in IT Service Management operations within a large organization.
  • Technical Skills: Proficiency in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management) and understanding of IT infrastructure and operations.
  • Analytical Skills: Strong analytical and problem-solving abilities to assess service performance and identify areas for improvement.
  • Communication Skills: Excellent verbal and written communication skills, with the ability to interact with stakeholders at all levels of the organization.

Kindly submit your CV to the following email address: resumes@dlk.zohorecruitmail.com

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