IT Service Manager

1 week ago

Johannesburg, Gauteng, South Africa Network International Full time R1 000 000 - R3 000 000 per year

Job Description
Job Specification: IT Service Manager – ITIL Service Operations & Improvement

Location: Johannesburg

Department: IT Service Management

Reports To: Head of Service Delivery/ Senior Service Delivery Manager

Employment Type: Full-Time

Role Purpose

The IT Service Manager is responsible for the end-to-end delivery and continual improvement of ITIL-aligned service management processes, with a primary focus on Incident, Major Incident, and Problem Management. The role ensures operational stability, service excellence, and alignment with business objectives.

Responsibilities
Key Responsibilities

  • Incident Management: Manage the full lifecycle of incidents to ensure timely resolution and minimal business disruption. Monitor incident trends and drive proactive improvements.
  • Major Incident Management: Lead the response to high-impact incidents, coordinating technical teams and stakeholder communications. Conduct post-incident reviews and ensure follow-up actions are implemented.
  • Problem Management: Drive root cause analysis and long-term resolution of recurring issues. Maintain the Known Error Database (KEDB) and track problem resolution metrics.
  • Change Management: Collaborate with the Change Manager to assess the impact of changes on services. Ensure incidents and problems are considered in change planning and risk assessments.
  • Service Request Fulfillment: Oversee the fulfillment of standard service requests in line with SLAs. Ensure request models are documented and optimized for efficiency.
  • Configuration Management: Support the maintenance of the Configuration Management Database (CMDB). Ensure accurate mapping of services, assets, and dependencies.
  • Knowledge Management: Promote the creation and maintenance of knowledge articles to support first-time resolution. Ensure lessons learned from incidents and problems are documented and shared.
  • Service Level Management: Monitor and report on SLA performance across all IT services. Work with service owners to define, review, and improve SLAs and OLAs.
  • Continual Service Improvement (CSI): Identify opportunities for process and service improvements using ITIL CSI methodology. Lead or contribute to service improvement initiatives and projects.
  • Service Reporting & Metrics: Produce regular reports on service performance, trends, and KPIs. Present insights and recommendations to senior leadership.

Qualifications
Skills & Experience Essential

  • 7+ years in IT Service Management, with hands-on experience in Incident, Problem, and Major Incident Management.
  • 5+ years of experience in an infrastructure service delivery environment, including monitoring.
  • Strong knowledge of ITIL v3 and v4.
  • Experience with ITSM tools such as: ServiceNow, BMC Remedy, BMC Helix, Jira Service Management.
  • Strong analytical, communication, and stakeholder engagement skills.

Desirable

  • Experience in a 24/7 operational environment.
  • Familiarity with DevOps, Agile, AI and cloud-based infrastructure.
  • Background in regulated industries (e.g., Banking, finance, Telecoms).

Qualifications

  • Higher Certificate in Management Practices.
  • ITIL Foundation v3 or V4
  • Kepner Tregoe Problem Solving certification.
  • MIM (Major Incident Management) Professional certification.
  • Service Desk Manager Examination

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