Senior Manager: Service Management - Tier 2

Purpose of the job

• To provide full-Service Management function - Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement aligned to business service management systems for mapping, measuring, reporting and adjusting of services to effectively manage IT resources as a function of IT Service Management processes. Operate as a single point of contact for the logging all service incidents and customer requests, to support the management of BA and SLA (with clients) and OLA (with organizational units). Also provides full contact center to Government inbound services to run campaigns such as the Presidential Hotline or outbound services such as IEC and helpdesk. Manage and serve as technology owner and enabler for all Service Management processes.

Key Responsibility Areas

• To be accountable and manage the IT Service Desk, Customer Contact Centre and the Business Process Outsourced service desks in order to facilitate the resolution of client’s queries ensuring that service level agreements are kept at optimal levels. Provide first line telephonic support and remote support.
• To be accountable and have authority as complete Service Management technology enablement process owner.
• Execute, provide and manage technology environments to proactively monitor performance of IT Service Management processes and to better support and maintain critical services provided to the business.
• To be accountable and have authority as complete Service Management process owner ensuring that policies and processes are developed, evaluated, monitored and implemented for all Service Management processes, namely, Service Strategy, Service Design, Service Transition, Service Operations, Continual service improvement and in identifying, planning, delivering and supporting IT services to SITA and customers. Ensure that the Service Management processes are adopted across all IT departments within SITA.
• To be accountable and have authority to manage, lead, and directs all components of Service Management technology and support in order to provide and continually enhance Service Management technology and other related technologies
• Manage Human Resources
• Supports the development of customer service standards, policies and procedures for the organization and align it with government.

Qualifications and Experience

• Minimum: 3-4-year National Diploma / National First Degree in Software Engineering/ Computer Science /Information Technology or relevant equivalent ICT qualification at NQF Level 6.
• Certifications: ITIL 4 Foundation Certification (Essential). ITIL 4 Managing Professional (MP), ITIL 4 Strategic Leader (SL), COBIT Foundation, ISO/IEC 20000 or equivalent Service Management certification will be an added advantage.
• Experience: Minimum 9-10 years' experience in ICT Service Management. At least 3 years' Senior Management experience leading ICT Service Management and Infrastructure functions.
• At least 5 years' experience managing ICT Infrastructure Services within an ITIL-aligned Service Management environment.
• At least 3 years' experience providing governance and oversight of ITIL Service Management practices, including responsibility for Incident Management, Problem Management, Change Enablement, Service Level Management and Continual Service Improvement.
• Demonstrated experience in strategic leadership, stakeholder management, financial management and organizational performance.

Technical Competencies Description

• Knowledge of: Customer service management; Government Information Management; Business Development; Information Technology management; ICT Services; ITIL Framework.
• Technical competencies: Business Development; Customer Advocacy Management (Consultancy); Customer Relationship Management; Human Capital Management; IT Service Management; Product & Service Lifecycle Management; and Vendor/Supplier Management.
• Leadership competencies: Customer Experience; Collaboration; Communicating and Influencing; Honesty, Integrity and Fairness; Outcomes driven; Innovation; Planning and Organising; Creative Problem Solving; Managing People and Driving Performance; Decision-making; Responding to Change and Pressure; and Strategic Thinking

Deadline:15th October,2026