National Manager: IT Service Management

Job Title: National Manager - IT Service Management

Location: Cape Town (Parc du Cap) or Midrand (Gauteng)

Overview: An exciting opportunity exists for an experienced IT Service Management professional to lead a national IT Service Delivery function. The role is responsible for managing IT Service Desk Analysts and IT Technicians across multiple locations, ensuring high-quality IT service delivery, and overseeing the implementation of an Enterprise Service Management (ESM) system using Microsoft Dynamics 365 Customer Engagement (CE).

Key Responsibilities:

Leadership & Management:

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Act as the IT Service Management (ITSM) subject matter expert.
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Develop and manage divisional budgets in collaboration with IT leadership.
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Lead and mentor a national team of IT Service Desk Analysts and IT Technicians.
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Implement strategies to improve IT service delivery across multiple campuses.
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Oversee talent acquisition, professional development, and succession planning.

Enterprise Service Management Implementation:

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Drive the implementation and integration of an ESM system based on Microsoft Dynamics 365 CE.
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Ensure seamless adoption and staff training for effective case management.
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Contribute to RFP evaluations and IT solution design processes to align with service delivery needs.

IT Service Operations:

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Oversee IT Event, Incident, and Problem Management to ensure stable and effective IT services.
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Develop and enforce IT Change Management policies to minimize risk.
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Manage IT Vendor relationships, negotiate contracts, and conduct SLA performance reviews.
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Ensure high levels of customer satisfaction through responsive IT support and feedback mechanisms.

Reporting & Compliance:

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Maintain IT asset records and service request logs.
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Prepare reports on service performance metrics and team effectiveness.
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Ensure compliance with IT policies and security protocols.

Required Skills & Experience:

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Minimum of 7 years of experience in IT service management within a large enterprise IT environment.
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At least 5 years in an IT leadership role overseeing service delivery or IT Helpdesk/Service Desk teams.
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Strong understanding of ITSM frameworks and tools.
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Experience with Microsoft Dynamics 365 Customer Engagement (CE) is an advantage.
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Familiarity with IT Change Management, Incident Management, and IT security protocols.
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Knowledge of cloud environments (Microsoft Azure and AWS) is beneficial.

Qualifications:

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Bachelor's degree (NQF-7) in IT, Computer Science, Information Systems, or a related field.
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ITIL Practitioner Certification.
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Advantageous: Postgraduate degree, Lean Six Sigma, and/or Project Management certification.

Key Competencies:

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Strong leadership and team management skills.
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Excellent problem-solving and analytical abilities.
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Ability to manage multiple projects and priorities simultaneously.
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Strong stakeholder engagement and communication skills.
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Action-oriented with a focus on continuous improvement.

This role presents an excellent opportunity for a strategic IT Service Manager to shape and drive IT service excellence within a dynamic and evolving environment.