Senior Manager : Service Management

SITA SOC; East London; On-site; ZAR 800,000 - 1,000,000; Full time

Job summary

A technology services organization in Eastern Cape is seeking a Senior Manager for Service Management. The role involves managing service desks, ensuring compliance with service level agreements, and leading the development of Service Management policies. Candidates should have extensive experience in Service Management and ICT Governance. The position requires strong leadership skills and a relevant degree.

Qualifications

• Minimum qualifications of 3-4 year National Diploma in relevant fields.
• 9-10 years experience in Service Management including ITIL framework.

Responsibilities

• Manage IT Service Desk, ensuring service level agreements are met.
• Lead Service Management technology enablement process.
• Develop and implement Service Management policies and processes.
• Manage and enhance Service Management technology.

Skills

Service Management

ITIL Framework

ICT Governance

Education

National Diploma / National First Degree in Software Engineering / Computer Science / Information Technology

Job description

Job title : Senior Manager : Service Management

Job Location : Eastern Cape, East London Deadline : September 25, 2025

Key Responsibility Areas

• To be accountable and manage the IT Service Desk, Customer Contact Centre and the Business Process Outsourced service desks in order to facilitate the resolution of client’s queries ensuring that service level agreements are kept at optimal levels. Provide first line telephonic support and remote support.
• To be accountable and have authority as complete Service Management technology enablement process owner. Execute, provide and manage technology environments to proactively monitor performance of IT Service Management processes and to better support and maintain critical services provided to the business.
• To be accountable and have authority as complete Service Management process owner ensuring that policies and processes are developed, evaluated, monitored and implemented for all Service Management processes, namely, Service Strategy, Service Design, Service Transition, Service Operations, Continual service improvement and in identifying, planning, delivering and supporting IT services to SITA and customers. Ensure that the Service Management processes are adopted across all IT departments within SITA.
• To be accountable and have authority to manage, lead, and directs all components of Service Management technology and support in order to provide and continually enhance Service Management technology and other related technologies
• Manage Human Resources
• Supports the development of customer service standards, policies and procedures for the organization and align it with government departments.

Qualifications and Experience

• Minimum : 3-4-year National Diploma / National First Degree in Software Engineering / Computer Science / Information Technology or relevant equivalent
• Experience : 9-10 years’ experience in Service Management, including : 5 years’ experience in the infrastructure using ITIL framework. 3 years’ experience in the ICT Governance role. 5 years management experience.