Client Availability Leader

Blue Pearl HQ; Pretoria; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A leading technology firm in Pretoria is seeking a Client Availability Leader. You will ensure service availability and incident response for a key client, managing operational functions across multiple sites. Responsibilities include monitoring incidents, maintaining reporting standards, and contributing to disaster recovery efforts. Candidates should have over 5 years of experience in IT service operations and hold an ITIL Foundation Certification. This role involves regular travel between client locations.

Qualifications

• 5+ years in IT service operations with availability or incident management experience.
• Strong understanding of ITIL principles focused on incident, problem, and change management.
• Demonstrated involvement in disaster recovery testing and audits.

Responsibilities

• Monitor and track incidents and service requests aligning with SLAs.
• Support disaster recovery testing and operational task support.
• Travel between multiple client locations to provide onsite services.

Skills

IT service operations experience

ITIL v3/v4 principles

Incident management

Excellent reporting skills

Communication skills

Working with cross-functional teams

Education

ITIL Foundation Certification

Relevant IT Infrastructure Certifications

Project or Change Management training

Tools

ServiceNow

Remedy

Job description

Job Description

We are seeking an experienced Client Availability Leader to support a long-term infrastructure and service availability contract for a key IBM South Africa client. The successful candidate will be responsible for ensuring service availability, incident response, disaster recovery readiness, and ITIL-based service management across multiple critical client locations.

This role is vital in supporting operational excellence and ensuring business continuity across distributed infrastructure environments, including collocation, disaster recovery, and production sites.

Key Responsibilities

• Monitor and track all reported incidents and service requests, ensuring they are logged, resolved, and reported in alignment with SLAs.
• Maintain accurate and timely service management reporting using ITIL-aligned processes and tools.
• Participate in and support the following operational and strategic functions:
  • Change Management
  • Audit Process Participation
  • Disaster Recovery (DR) Tests
  • Scheduled Maintenance & Standby Support
  • Operational Task Support
  • Collaboration with 3rd Parties & Project Teams
• Contribute proactively to the continuous improvement of incident handling, availability, and recovery processes.
• Travel between multiple client locations as required to support onsite services and critical operations.

Site Locations

• Collocation DR Site – Centurion
• Alternate DR Sites – Pretoria North
• Third Copy Sites – Midrand
• SABN – Pretoria
• Head Office / Shared Office – Pretoria
• SA Mint – Midrand

Requirements

• 5+ years in IT service operations, with direct experience in availability or incident management roles
• Strong understanding of ITIL v3/v4 principles (Incident, Problem, Change, and Release Management)
• Experience working across multi-site IT environments
• Demonstrated involvement in disaster recovery testing, audits, and infrastructure maintenance
• Excellent reporting and communication skills
• Familiarity with enterprise service management tools (e.g., ServiceNow, Remedy, etc.)
• Comfortable working with cross-functional teams and 3rd-party vendors
• Willingness and ability to travel regularly between client sites

Qualifications

• ITIL Foundation Certification (Mandatory)
• Relevant IT Infrastructure Certifications (e.g., CompTIA, Microsoft, Cisco, etc.) – Advantageous
• Project or Change Management training – Beneficial