ITIL Process Manager

Computacenter; Durbanville; Hybrid; ZAR 700,000 - 1,000,000; Full time

Job summary

Computacenter is seeking an ITIL Process Manager to be the central interface between customers and operations. You will manage escalations, perform root cause analysis, and implement preventive measures to stabilize services.

You will lead Major Incident and Problem management calls, document transparently, and coordinate experts to deliver quick, effective solutions. Fluent English is essential; German will be advantageous. Flexible hours and mobile working options are offered.

Qualifications

• Clear, calm, goal-oriented communication with stakeholders at all levels.
• Strong analytical mindset is advantageous but not mandatory.
• Fluent English, both written and spoken; German is a plus.

Responsibilities

• End-to-end ownership from escalation and recovery to root cause analysis and prevention.
• Lead Major Incident and Problem management calls with transparent documentation.
• Coordinate with the right experts to drive quick, effective solutions.
• Identify weaknesses early and manage ITIL processes in line with SLAs and KPIs.
• Stay calm and focused during critical outages; contribute Remedy, ServiceNow and Power BI experience.

Skills

Communication

Stakeholder management

Analytical skills

Calm under pressure

Team player

Independent working

Education

Matric

Tools

Remedy

ServiceNow

Power BI

Job description

Are you the calm in the centre of a crisis, keeping control even during business-critical incidents? Then you’re exactly who we’re looking for!

As a ITIL Process Manager, you will act as the central interface between our customers and the operations teams. You will manage escalations, analyze root causes, and develop preventive measures – creating real impact on the stability of our services.

Responsibilities include:

• End-to-end ownership: from escalation and recovery to root cause analysis and prevention.
• Leadership: You will lead Major Incident and Problem management calls and ensure transparent documentation.
• Coordination & structure: You bring the right experts together and drive quick, effective solutions.
• Analysis and reporting: You identify weaknesses early and manage our ITIL processes in line with SLAs and KPIs.
• You stay calm and focused under pressure, even during critical system outages.
• You work with Remedy, ServiceNow, and Power BI – and actively contribute your experience.

The successful candidate should:

• Have a clear, calm, and goal-oriented communication with stakeholders at all levels – from technicians to C-level.
• Have strong analytical skills are an advantage but not mandatory.
• Have fluent English skills, written and spoken.
• Be to work independently and take responsibility naturally.
• Have solution-oriented mindset, ability to set priorities, and stay composed under pressure.
• Be a team player with transparent and open communication.
• Have basic understanding of IT technologies.
• German speaking and writing will be an advantage.
• Previous Major incident and Problem management experience.

Qualifications required:

• Matric.

What we offer:

• A dedicated team with an open feedback culture.
• Exciting tasks with plenty of room for personal contribution.
• Flexible working hours and mobile working options.