Client Availability Leader

Blue Pearl; Pretoria; On-site; ZAR 600,000 - 800,000; Full time

Job summary

A leading company seeks a Client Availability Leader to enhance service availability for key clients. This role involves incident management, disaster recovery readiness, and ITIL service management across various locations. Candidates with over 5 years experience and ITIL certification are preferred.

Qualifications

• 5+ years in IT service operations, with direct availability or incident management experience.
• Strong understanding of ITIL v3/v4 principles.
• Experience across multi-site IT environments.

Responsibilities

• Monitor and track reported incidents and service requests.
• Maintain service management reporting using ITIL-aligned processes.
• Support audit process participation and disaster recovery tests.

Skills

Incident Management

Change Management

Disaster Recovery

Service Management Reporting

Communication Skills

Education

ITIL Foundation Certification

Tools

ServiceNow

Remedy

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

Required Skills & Experience:
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