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Head of IT Service Management

2 weeks ago

Bellville, South Africa Sanlam Full time

**CAREER OPPORTUNITY**
- Santam BITS has a career opportunity for a **Head of IT Service Management** in the Core Platforms, Applications and ITSM department which will be based in the **Western Cape.**

**KEY RESPONSIBILITIES**
- ITSM Strategy Development & Execution:
- Develop and implement a robust ITSM strategy that aligns with Santam's business objectives, ensuring continuous improvement and optimization of IT services.
- Service Desk & Incident Management:
- Oversee the centralized service desk operations to ensure timely and effective incident response, resolution, and escalation where necessary.
- Problem & Change Management:
- Establish strong problem and change management processes to minimize downtime, mitigate risks, and ensure smooth transitions in IT infrastructure and services.
- Systems Monitoring & Observability:
- SLA & KPI Management:
- Define, monitor, and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet business and customer expectations.
- Collaboration with Sanlam Group Technology:
- Work closely with the Sanlam Group Technology teams to align ITSM processes, especially for shared services like hybrid cloud, network management, server administration and EUC.
- Governance & Compliance:
- Ensure ITSM processes are compliant with ITIL best practices and corporate governance standards, while aligning with industry regulations and internal policies.
- Team Leadership & Development:
- Lead, mentor, and develop the ITSM team, including service desk, incident, problem, change manage personnel, fostering a culture of continuous improvement and professional development.

**QUALIFICATIONS AND EXPERIENCE**
- Relevant tertiary IT qualification (BSc or BTech degree)
- ITIL Intermediate/Expert (mandatory) & ITIL V4
- 15 Years of IT overall Operational Experience
- A minimum of 10 years of experience in IT operations
- COBIT
- SaFe / Agile

**ADDITIONAL SKILLS**
- Stakeholder management at a senior level in the organisation
- Negotiation skills
- Research and presentation skills
- Must be able to work in a highly pressurised and dynamic environment
- Investigation and analysis of information
- Planning
- Effective communication of technical guidance and instruction to team members
- Ability to write technical instructions in the use of programs and / or program modifications
- Ability to accept accountability for actions and decisions
- Ability to manage a team of technical experts, provide career planning guidance and goal setting

**COMPETENCIES**
- Collaboration
- Flexible and adaptable
- Drive results
- Driving strategy
- Client focus
- Cultivate innovation
- Change leadership
- Talent enablement
- Decision making
- Continuous learning
- Emotional intelligence
- Team-focused leadership
- Business and commercial acumen
- ABOUT THE COMPANY- Santam is the leading short-term insurer in South Africa. Along with its subsidiaries, the business transacts all classes of short-term insurance. Santam is a large, diversified, and transforming company and our success is rooted in our passion for our clients. Everything we do is centered on our delivery of Insurance Good and Proper.