IT Service Manager

SUMMARY:
IT Service Manager

POSITION INFO:

Role: IT Service Manager

Category: Information Technology

Location: Midrand

Salary: R750 000 - R850 000 per annum


Our client, a growing financial services organization, is seeking an experienced IT Service Manager to lead their IT Service Management team. In this role, you will be responsible for designing, implementing, and continuously improving ITIL-aligned processes to ensure the seamless delivery of IT services across the business. Supporting both on-premises and cloud-based environments, you will manage service frameworks, oversee critical incident and change processes, and coordinate desktop and AV support through outsourced partners.




Key Responsibilities:

Service Framework & Strategy: Design and implement ITIL-based processes, develop the IT Service Catalogue, and define/report on SLAs and OLAs.

Incident & Problem Management: Oversee user access provisioning, manage incident triage/escalations, and lead root cause investigations.

Change Management: Coordinate Change Advisory Board (CAB) activities, assess risks, and plan implementation schedules.

Asset & Compliance: Maintain IT asset inventory, track lifecycles, and monitor software license compliance.

Team & Vendor Leadership: Lead and mentor the internal ITSM team while overseeing outsourced desktop and AV support performance.

Continuous Improvement: Perform service trend analysis and drive initiatives to enhance service delivery.






Requirements:

Education: A Bachelor’s degree in Information Technology, Computer Science, or a related field.

Experience: 5–7 years in IT Service Management, with at least 3 years in a leadership capacity.

Certification: ITIL v4 certification is required.

Technical Proficiency: Proven experience with ITSM tools such as Jira Service Management or ServiceNow.

Skills: Strong analytical mindset, excellent stakeholder engagement, and experience in vendor and contract management.

Environment: Experience working within hybrid IT (cloud and on-prem) environments is preferred.


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