IT Service Manager

SUMMARY:
Our client in the Telecommunications & Networking sector is seeking a IT Service Manager on a contract duration of 12 months. 


The IT Service Manager is a key leadership role responsible for the end-to-end planning, delivery, performance, and continual improvement of IT services across the organisation. This position ensures that IT services are reliable, efficient, secure, and fully aligned with business objectives and user needs. Working closely with technical teams, business stakeholders, and external vendors, the IT Service Manager drives operational excellence, manages service levels (SLAs/OLAs), oversees incident/problem/change processes, and fosters a customer-centric IT culture. The role has a strong emphasis on service strategy, operations, and continuous improvement. This is a strategic and hands-on position that bridges technology and business, ensuring high availability, minimal downtime, and optimal value from IT investments.

POSITION INFO:

• Qualifications & Experience
• Education: Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• Experience: Minimum 5–7 years of progressive experience in IT operations or service management, with at least 3 years in a leadership or managerial capacity. Experience in a multi-vendor or enterprise environment is highly advantageous.
• Local Context (South Africa): Familiarity with South African regulatory requirements (e.g., POPIA, cybersecurity frameworks) and experience working in dynamic industries such as finance, telecoms sector is a plus

• Essential Skills & Competencies
• Leadership & People Management: Proven ability to lead, motivate, and develop high performing teams.
• Communication & Interpersonal: Excellent verbal and written communication skills; ability to translate technical concepts for non-technical stakeholders.
• Analytical & Problem-Solving: Strong analytical mindset with the ability to diagnose complex issues and drive data-informed decisions.
• Technical Knowledge: Solid understanding of IT infrastructure, networks, cloud services, cybersecurity, and common ITSM tools (e.g., Jira, Remedy).
• Business Acumen: Ability to align IT services with business priorities and demonstrate ROI.
• Customer Focus & Adaptability: Strong customer-service orientation and comfort working in fast-paced, changing environments.
• Project Management: Familiarity with project management principles (e.g., Agile, Prince2)

• Preferred Certifications
• ITIL 4 Foundation (or higher – e.g., ITIL 4 Managing Professional or Strategic Leader)
• Project Management Professional (PMP), CAPM, or PRINCE2.
• Certifications in security or risk (e.g., CISSP, CISM, CRISC).
• AWS