Head of Service Management

3 days ago

Cape Town, South Africa Mlima Group Full time

Leadership & Management:
As the Head of IT Service Management, you’ll lead a national team of IT Service Desk Analysts and IT Technicians. You’ll drive the implementation of an Enterprise Service Management system, optimize IT service delivery, and oversee key IT functions like incident management, change management, and vendor relationships.

**Qualification**:

- Bachelor’s degree (or equivalent NQF-7 qualification) in Information Technology, Computer Science, Information Systems, or a related field.
- A post-graduate degree is preferred.

**Key Responsibilities**:

- Serve as a member of the IT Management Committee (ManCo), contributing to departmental strategies and operational plans.
- Lead and manage the national IT Service Management team.
- Foster talent development, performance reviews, and provide mentorship opportunities.
- Represent the IT department in relevant business and management forums.

**Enterprise Service Management (ESM) Implementation**:

- Lead the implementation of a Microsoft Dynamics 365 CE-based ESM system.
- Ensure effective integration with existing IT infrastructure and provide training to staff.
- Play an active role in RFP specifications and IT solution design.

**IT Service Management Processes**:

- Oversee IT Incident, Problem, and Change Management processes to ensure effective resolution and mínimal disruption.
- Develop and maintain event management procedures to ensure system stability.
- Manage relationships with IT vendors and negotiate SLAs.

**Project & Vendor Management**:

- Lead IT projects ensuring they are completed on time, within budget, and according to scope.
- Track progress, allocate resources, and manage risk.

Conduct vendor performance reviews to ensure optimal service delivery.

**Customer Service**:

- Ensure high levels of customer satisfaction with prompt and effective IT support.
- Build strong relationships with faculty, staff, and students, and continuously improve service quality through feedback.

**Reporting & Documentation**:

- Prepare and present regular performance reports, including incident and service request metrics.

Maintain accurate records and document IT procedures for future reference.

**Required Skills & Competencies**:
**Technical Competencies**:

- Strong understanding of ITIL practices and experience with IT service management tools.
- Expertise in IT infrastructure, IT incident and problem management, change management, and end-user computing.
- Experience with cloud platforms (Azure and AWS), Microsoft Active Directory, and security incident management.
- Proficiency in project management methodologies and IT governance.

**Leadership & Behavioural Competencies**:

- Proven leadership and team management skills with the ability to drive performance and continuous improvement.
- Excellent communication, problem-solving, and interpersonal skills.
- Ability to manage multiple tasks, projects, and priorities simultaneously.

**Employee Benefits**:

- Market-related salary with performance bonuses.
- Flexible work environment with a hybrid setup.
- Opportunities for career development and access to a digital learning platform.
- Subsidized academic studies for staff and dependants after a period of employment.

**Job Types**: Full-time, Permanent

Work Location: In person

Application Deadline: 2025/02/01

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