IT Service Manager

CAREER OPPORTUNITY
We have an amazing opportunity for an IT Services Manager role in our Belville Head Office (Cape Town). This role will follow the ITIL principles and is responsible and accountable for Santam’s Change, Incident, and Problem Management. Managing and assisting the direct reports when required. Primary responsibilities:
Coordinate and conduct meetings with the Change Advisory Board (CAB) to discuss high-risk changes.
Ensure that implementation follows the standard process set in place.
Schedule meetings about the proposed change being implemented.
Represent changes in Emergency CAB (ECAB).
Report on scheduled change statuses In the CTO Report (successful, failed, postponed, canceled, etc.).
Schedule Standard Change request meetings to discuss proposed Standard Changes.
Managing all aspects of the client/customer relationship and supporting the Business in managing the evolving technology landscape at an enterprise level.
Coordinate major system changes (organisational impact).
Be responsible for the Disaster Recover and Business Continuity planning for all IT Infrastructure and Operations, requiring strong relationship and partnership building among other IT and Business units as well as with the BCP Team
Continuous improvement of the Service Portfolio, based on metrics, KPIs, and customer feedback.

**Monthly reporting to IT Operations Manager on**:
Change Management
Incident Management
Problem Management
Managing escalations
Identifying business needs and developing processes/procedures to address those needs and improve the existing Service Portfolio.
Identify staff training and advancement opportunities.
Contribute to Knowledge Base (or Knowledge Management System)
Regular feedback and reporting to business management, heads of departments as well as relevant MANCO and Exco members.
Provide monthly reporting on reoccurring events and suggest possible resolutions.
Chair the Service Forum sessions with the business and ensure that all action items from the previous session are addressed with due dates.
Follow up on requested RCA’s and review action items to prevent future reoccurrence of these events. Provide Weekly/Monthly reports on the Statuses of the RCA’s and pending action items.
Analyse Incidents that have been logged, and identify and facilitate training that is required, either on a user level or on a service desk level, facilitate the integration with SGT’s BMC Helix, and action items required on the Santam side to facilitate the migration.
Comply with company policies and procedures, standards, frameworks, and methodologies. Participate in the relevant forums as identified by, and use the tools selected to support the procedures, frameworks, and methodologies.
QUALIFICATIONS, KNOWLEDGE, AND EXPERIENCE
IT degree or IT National Diploma
ITIL Certification essential
Leadership / Management Training essential
6 - 8 years of service management experience
At least 4 years within a leadership role, leading a team
Experienced in dealing with external suppliers will be essential
A programming background as well as a solid understanding of SDLC will be advantageous.
Solid experience in dealing with customers at various levels. KNOWLEDGE AND SKILLS
Knowledge management capabilities
Business Relationship Management (BRM) capabilities
An understanding of what business value is and how to create it
ITIL (Agile will be an advantage)
Change management
Incident Management
Problem Management
SDLC
Disaster Recovery/Business Continuity
Outstanding influencing and negotiating skills. Ability to influence thinking at an executive and senior management level.
Excellent decision-making & organising skills.

**Excellent oral & written communication skills**: concise, impactful, and appropriate with a good track record.
Strategic thinker who can also work at a detailed level.
Ability to understand and interpret business strategy from definition into execution; (think holistically as well as at a detailed level).

**Strong analytical, interpretative, and problem-solving skills**: creative analytical thinking, systems thinking, planning, challenging assumptions, turning concepts and the big picture into detailed actions and targets, and ability to look across the business to identify opportunities for improvement.

**Behavioral characteristics**: trustworthiness, ability to execute, energetic, proactive, and positive thinking.

**Interaction skills**: facilitation, mentoring, leadership and influencing, negotiation, teamwork, and building relationships.
Performs under pressure.
Self-motivator.
Challenge current assumptions and beliefs.
Communicate complex concepts in an easy-to-understand manner.
Strong conflict-handling skills.
COMPETENCIES
Collaborative
Client Focused
Results-oriented
Flexible and adaptable
Cultivates innovation
Decisive and initiate action
Leadership
Human Capital Development
Build networks and good relationships
Enterprising thinking
ABOUT THE COMPANY
Santam is the leading short