Senior Manager - IT Service Improvement
PNet (Pty) Ltd
Johannesburg, ZA
8d ago


Senior Manager - IT Service Improvement required for a leading global law firm to head up a collaborative service management team and to drive positive service improvement activities, in order to deliver enhanced value to the business.

Your primary responsibility will be implementing and developing ITIL compliant Service Management processes. You will also be responsible for Change and Release Management, as well as Incident and Problem Management.

Your proven track record in delivering vital service and process improvements will ensure the critical success of the service management roadmap.

Please note that the working hours are 11 : 30am to 20 : 30pm .

Some of your key responsibilities will include :

  • Define, design and implement a Service Improvement framework that will be used to drive Continual Service Improvement across Global IT Services
  • Work closely with business and IT Service owners ensuring continuous service improvements are made and implemented
  • Measure and report across the IT function on Team performance targets and attainment against SLA's
  • Be responsive to internal customer needs
  • Present improvement recommendations to senior management and the leadership team
  • Responsible for the management of the IT Knowledge Management System (KMS) ensuring the currency of content is maintained and audited regularly
  • Responsible for Change and Release processes
  • Responsible for Incident Management and ensuring service operations are restored as soon as possible
  • Promote and raise the profile of Continual Service improvement to the operational teams to embed a performance management culture
  • You will need to have :

  • Minimum 5 years experience in a similar role
  • Relevant degree
  • Certified ITIL expert
  • Certified in Business Improvement methodologies
  • Operational experience of service delivery and IT Service Management
  • Understanding of the ITIL Service Lifecycle
  • Strong experience and knowledge of ITSM, in particular the Configuration Management principles and methodologies
  • Exceptional communication skills
  • Attention to detail
  • Integrity, flexibility and adaptability
  • Excellent analytical & innovation skills
  • Prior configuration management within a Service Management tool e.g. ServiceNow
  • Attractive salary with benefits.

    If you have not heard from us within 7 days, please consider your application unsuccessful.


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