Ref: ITSOPS0009 Service Desk and Operations Manager, ITS, Cape Town
Western Cape, ZA
17d ago


Management of the IT Service Desk (Helpdesk) and Production Monitoring team. Overall process owner for Incident Management, Request Fulfilment, Availability management and implementation of service frameworks.

This is a permanent position based at the Head Office in Cape Town City Centre.



  • 8+ Years of IT Call Centre / Command Centre management experience
  • Experience in running IT operations processes and procedures
  • Track record of delivery in challenging and complex environments
  • Level 2 understanding of ITIL or similar best practice frameworks
  • Relevant 3 year tertiary or NQF aligned qualification
  • Financial planning
  • People Leadership
  • Knowledge of Digital monitoring and support (Monitoring and Operations Centre).
  • Extensive working knowledge of generalist IT practice across development, architecture, software, technology, infrastructure and operations
  • Comprehensive understanding of best practice IT service strategies, processes and standards
  • Ability to understand key aspects and functions of a business, including customer, financial and vendor management.
  • Practical understanding of the different areas of an Enterprise IT function
  • Effectively integrate and work across multiple levels and structures, including virtual, direct and cross functional teams.
  • Demonstrates a results oriented mindset towards effective delivery. Proactively plans and organizes work mobilizing the appropriate resources for the desired outcome.

  • Build and maintain a high-performance and motivated Service desk and Operations team
  • Build and nurture an environment of collaboration and teamwork with a strong service ethic and Woolworths values as the corner stone
  • Ensure that the IT Incident and Problem management frameworks are maintained and aligned to the business SLM requirements.
  • Implement future fit and scalable industry standard work practices aligned to the Woolworths digital strategy.
  • Continuous Service Improvement around call waiting time and incident resolution.
  • Sustainably define and maintain Service Desk and Operations KPI’s.
  • Establish and manage operability and serviceability principles and guidelines
  • Provide relevant service metrics and management reporting
  • Ensure Continual Service Improvement initiatives are implemented and reviewed.
  • Assist with budget estimates as input into the IT Operations and Service planning and budget process.
  • Manage and ensure the quality and delivery of end-to-end service and service levels to meet business service requirements and ensure customer satisfaction.
  • This includes process ownership and continuous monitoring and review of the following :

    o Customer service

    o Change control management

    o Service level management and service levels with the business

    o IT Operations

    o 3rd party service provider management

    o Facilities and New Stores Modernisations and Conversions

  • Accountable for the execution of the Disaster Recovery and Business Continuity plans and processes
  • Actively contribute to the formulation of good IT governance
  • Implement measurable continuous service improvement initiatives across IT Services
  • As a proud South African brand, Woolworths is committed to transformation. Meeting our employment equity goals will be taken into account in our recruitment decisions.

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