Service Manager – Command Centre

SUMMARY:
Our client is seeking a highly skilled Service Manager – Command Centre to lead and manage their IT operations teams. This is a pivotal role responsible for ensuring the seamless monitoring, processing, and availability of critical systems, infrastructure, and services on a 24/7 basis.

POSITION INFO:
Key Responsibilities:

• Lead and manage four Command Centre shift teams, including approximately 10 operators per shift and a Team Leader.
• Oversee daily IT operations, including monitoring, performance, availability, and reporting of computing, networking, and application environments.
• Ensure accurate logging and timely resolution of events, incidents, and service requests in line with SLAs.
• Initiate and manage major incidents, coordinate with internal and external stakeholders, and contribute to post-incident reviews.
• Deliver on corporate scorecards and business unit goals, providing accurate operational communication to clients and stakeholders.
• Interface with Operations, Testing, and Development teams for hardware, software, and network upgrades or implementations.
• Maintain operational resiliency, ensuring successful service continuity during planned or unplanned outages.
• Manage compliance with policies, procedures, regulations, and legislation, including data protection requirements (e.g., GDPR, PCI, POPIA).
• Foster a positive team culture with a focus on coaching, development, and performance management.

• Minimum Matric; Bachelor’s degree advantageous.
• IT operations, ICT, or technology certification; ITIL Service Management certified.
• Incident management certification.
• Strong knowledge of Linux, Windows, networks, and cloud computing (AWS).
• Experience in recovery and resiliency (BCP) processes.
• Excellent written and verbal communication skills.

• Minimum 10 years in IT operations or command centre management.
• Proven experience managing multi-shift teams and multiple projects.
• Strong leadership and organizational skills.
• Experience monitoring batch and online payment systems, with familiarity in payment operating systems advantageous.

• Software Developers (Back-End, Front-End, Full Stack)
• Mobile Developers
• Business & Systems Analysts
• BI & SQL Experts
• UI/UX Professionals
• Data Scientists & Data Analysts
• Big Data Professionals
• Cloud Experts
• Infrastructure Specialists
• DevOps & SecOps Engineers
• Cybersecurity Specialists
• SEO / Digital Designers

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