Incident Problem Change Manager

JSM Business Services; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

A leading provider of IT solutions seeks an IPCM Manager in Cape Town to oversee incident, problem, and change management processes. The role involves managing a dedicated team, enhancing performance metrics, and ensuring alignment with industry best practices. Ideal candidates will have strong leadership skills and a commitment to continuous improvement.

Qualifications

• 2 years proven experience in IPCM.
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.

Responsibilities

• Oversee incident, problem, and change management processes.
• Lead and manage a team of IPCM professionals.
• Develop and maintain IPCM performance metrics and reports.

Skills

Incident Investigation

Problem Solving And Decision Making

Change Management

Strong Interpersonal Skills

Strong Leadership

Performance Metrics

Education

Certificate

Job description

Job Title: IPCM Manager

The IPCM Manager will be responsible for the strategic oversight and continuous improvement of the Incident, Problem, and Change Management processes within the organization. This role involves managing a dedicated team, setting strategic direction, and evolving processes and procedures to mature the IPCM function and enhance organizational performance metrics.

Team Management:

1. Lead and manage a team of IPCM professionals, fostering a culture of excellence and continuous improvement.
2. Provide guidance, mentorship, and support to team members, ensuring their professional development and alignment with organizational goals.
3. Conduct regular performance reviews, set clear objectives, and create development plans to enhance team capabilities.

Incident Management:

1. Oversee the incident management process to ensure timely and effective resolution of incidents, minimizing business disruption.
2. Develop and implement incident response strategies, ensuring alignment with industry best practices and organizational objectives.
3. Collaborate with cross-functional teams to address and resolve incidents, ensuring root cause analysis and preventive measures are in place.

Problem Management:

1. Manage the problem management process to identify and resolve root causes of incidents, preventing recurrence and improving system reliability.
2. Conduct thorough investigations and analysis, leveraging data and insights to drive problem resolution.
3. Develop and implement problem resolution plans, monitoring their effectiveness and making necessary adjustments.

Change Management:

1. Oversee the change management process to ensure controlled and efficient implementation of changes, minimizing risks and disruptions.
2. Assess and mitigate risks associated with changes, ensuring thorough impact analysis and stakeholder communication.
3. Coordinate with stakeholders to ensure smooth execution of change initiatives, aligning with organizational goals and priorities.

Strategy and Process Evolution:

1. Set strategic direction for IPCM processes, aligning with organizational goals and industry best practices.
2. Continuously evaluate and improve IPCM processes and procedures, leveraging data and insights to drive enhancements.
3. Implement best practices and industry standards to mature the IPCM function, ensuring scalability and adaptability.

Performance Metrics and Reporting:

1. Develop and maintain IPCM performance metrics and reports, providing regular updates to senior management.
2. Use data-driven insights to identify trends, areas for improvement, and opportunities for optimization.
3. Drive continuous improvement initiatives, leveraging metrics and feedback to enhance IPCM effectiveness and efficiency.

Stakeholder Engagement:

1. Build and maintain strong relationships with key stakeholders, ensuring alignment and collaboration on IPCM initiatives.
2. Communicate effectively with stakeholders, providing updates on IPCM activities, performance, and strategic direction.
3. Engage with external partners and industry forums to stay abreast of trends, best practices, and emerging technologies.

Requirements:

1. 2 years proven experience in incident, problem, and change management, with a track record of maturing functions and improving performance metrics.
2. Strong leadership and team management skills, with the ability to inspire and motivate a high-performing team.
3. Excellent analytical and problem-solving abilities, with a data-driven approach to decision-making.
4. Effective communication and stakeholder management skills, with the ability to influence and drive change.
5. Knowledge of industry best practices and standards in IPCM, with a commitment to continuous improvement.

Desired Skills:

• Incident Investigation
• Problem Solving And Decision Making
• Change Management
• Strong Interpersonal Skills
• Strong Leadership
• Performance Metrics

Desired Qualification Level:

• Certificate

About The Employer:

Our client is a leading provider of Information Technology (IT) solutions to various businesses across the UK. They seek to appoint an IPCM professional with a relentless commitment to achieving optimal IT outcomes for clients. The successful candidate will be based at the company's branch in Cape Town.