ICT Service Operations Manager – 12 Month Contract

About the role

The client in Pretoria seeks an ICT Service Operations Manager to lead a 12‑month transformation of their ICT service delivery. You will develop a company‑wide Service Management strategy while overseeing day‑to‑day operations, moving the department to a modern, governed and measurable model.

Key responsibilities

• Lead the As‑Is assessment of the Service Desk, request fulfilment, asset management and ITSM tooling, producing a baseline report and improvement roadmap.
• Design and obtain approval for a Target Operating Model, including support model, governance structure and service ownership.
• Develop and implement a Service Catalogue with SLA/OLA definitions and KPI reporting frameworks.
• Optimise ITSM tooling configuration, ticket workflows and drive CMDB implementation to operational use.
• Implement SOPs and playbooks for major incident and change management, and embed knowledge‑management practices.
• Manage day‑to‑day service operations: incident/request coordination, SLA compliance, stakeholder communication, routine maintenance and monthly asset reporting.
• Produce a comprehensive handover pack (runbooks, templates, training materials and recommendations) at the end of the engagement.

Required profile

• Bachelor's degree in IT, Computer Science, Information Systems or equivalent.
• ITIL 4 Managing Professional or ITIL v3 Expert certification.
• COBIT 2019 Implementer certification.
• Proven track record on similar ICT service‑management engagements.
• Eligibility for personnel security vetting (single South African citizenship required).

Required skills

• ITIL (v4 Managing Professional or v3 Expert).
• COBIT 2019 Implementer.
• Experience with ITSM platforms such as ServiceNow, Cherwell, FreshDesk or Jira Service Management.
• CMDB implementation and data‑quality management.
• Knowledge of ISO 20000 standards.
• Design of SLA/OLA frameworks and KPI dashboards.