Service Manager – Command Centre

Network Recruitment; Johannesburg; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A prominent recruitment agency is seeking a highly skilled Service Manager – Command Centre to oversee IT operations teams in Johannesburg. This pivotal role involves ensuring seamless 24/7 system monitoring and availability, managing incident resolution, and fostering positive team culture. The ideal candidate will have over 10 years of experience in IT operations, possess strong leadership skills, and certifications in ITIL and incident management. Competitive salary and opportunities for career development are offered.

Qualifications

• Minimum Matric; Bachelor’s degree advantageous.
• IT operations, ICT, or technology certification; ITIL Service Management certified.
• Strong knowledge of Linux, Windows, networks, and cloud computing (AWS).
• Excellent written and verbal communication skills.

Responsibilities

• Lead and manage Command Centre shift teams.
• Oversee daily IT operations and reporting.
• Manage compliance with policies and procedures.
• Foster a positive team culture with coaching.

Skills

Leadership

Incident Management

Communication Skills

Linux

Windows

Cloud Computing (AWS)

Resiliency Processes

Education

Bachelor’s Degree

ITIL Service Management Certification

Incident Management Certification

Job description

Our client is seeking a highly skilled Service Manager – Command Centre to lead and manage their IT operations teams. This is a pivotal role responsible for ensuring the seamless monitoring, processing, and availability of critical systems, infrastructure, and services on a 24/7 basis.

Key Responsibilities:

• Lead and manage four Command Centre shift teams, including approximately 10 operators per shift and a Team Leader.
• Oversee daily IT operations, including monitoring, performance, availability, and reporting of computing, networking, and application environments.
• Ensure accurate logging and timely resolution of events, incidents, and service requests in line with SLAs.
• Initiate and manage major incidents, coordinate with internal and external stakeholders, and contribute to post-incident reviews.
• Deliver on corporate scorecards and business unit goals, providing accurate operational communication to clients and stakeholders.
• Interface with Operations, Testing, and Development teams for hardware, software, and network upgrades or implementations.
• Maintain operational resiliency, ensuring successful service continuity during planned or unplanned outages.
• Manage compliance with policies, procedures, regulations, and legislation, including data protection requirements (e.g., GDPR, PCI, POPIA).
• Foster a positive team culture with a focus on coaching, development, and performance management.

Qualifications & Knowledge:

• Minimum Matric; Bachelor’s degree advantageous.
• IT operations, ICT, or technology certification; ITIL Service Management certified.
• Incident management certification.
• Strong knowledge of Linux, Windows, networks, and cloud computing (AWS).
• Experience in recovery and resiliency (BCP) processes.
• Excellent written and verbal communication skills.

Experience Required:

• Minimum 10 years in IT operations or command centre management.
• Proven experience managing multi-shift teams and multiple projects.
• Strong leadership and organizational skills.
• Experience monitoring batch and online payment systems, with familiarity in payment operating systems advantageous.

For more information, contact:

Reinie Du Preez

Senior Specialist Recruitment Consultant

Email: [e-mail]