Itil Certified It Manager

People Dimension; Cape Town; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading company in Cape Town seeks an ITIL certified IT Manager to oversee their customer support operations. The role involves managing a dedicated team, ensuring compliance with KPIs, driving operational performance, and implementing ITIL processes. Strong leadership and technical experience are essential for this position.

Qualifications

• 5 - 6 years' experience in IT service management.
• Experience managing teams of 20-30 members.
• Proficient in handling customer management escalations.

Responsibilities

• Monitor daily Backlog and coordinate repair activities.
• Manage technical escalations with respective vendors.
• Supervise customer support team to ensure KPI compliance.

Skills

ITIL processes

Team Management

Customer Satisfaction

Operational Performance

Education

National Diploma in IT

ITIL certification

Job description

A well-established company based in Cape Town is looking for a ITIL certified IT Manager to join their team.

Responsibilities & Duties :

• Monitor daily Backlog (Download from Compass) , Coordinate repair activities with technicians and report progress by COB every day.
• Manage technical escalations and Raise technical tickets with respective Vendor where required.
• Coordinate customer escalations with Vendor customer relationship team (CRT)
• Provide Daily / Weekly / Monthly reports and presentations based on Vendor requirement.
• Supervision of the customer support team to ensure compliance to performance targets (KPIs) and overall customer satisfaction.
• Development of staff to ensure skills levels match both current and future operational and customer requirements, including training and certification of technicians.
• Apply ITIL processes into operations.
• Develop interlocks between team and the rest of Service Operations teams
• Develop team targets.
• Working with supervisors to improve staff performance.
• Forecast, plan and set up business strategies.
• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives.

Forecast, plan and set up business strategies

• To leverage knowledge and skills in the timely operation of the unit.
• Drive operational performance and ensure proactively and business initiatives.
• Responsible for managing & leading a team of dedicated Technical support professionals (Locally and Globally) in full filling the Customer Support contracts (KPI's / Lead Times) for Regional customers
• Handle customer management escalations, work under extreme pressure, handle emergencies, co-ordinate with different stake holders.
• Conducting Periodic reviews with the customer to analyze issues and their trends to take proactive measures to maintain SLA and to exceed client's expectations.
• Knowledge of service management integration and ITIL.
• Measuring client satisfaction via client surveys and the continued growth and expansion of services and solutions
• Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames
• Conduct regular in-depth service and process audits.
• Employee retention, motivation and training
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines

Desired Experience & Qualification Requirements :

• National Diploma in IT
• Must have ITIL certification
• Must have experience managing 20-30 members of a team
• 5 - 6 years' experience in IT service Manager with experience handling teams.
• Experience in handling people, technical and complete operations.