IT Service Manager

About the role

The IT Service Manager is a senior leadership position responsible for planning, delivering and continuously improving IT services across the organisation, ensuring reliability, efficiency and alignment with business objectives.

Key responsibilities

• Develop, implement and maintain IT service strategies, policies and processes.
• Oversee the full lifecycle of incident, problem, request and change management.
• Define, negotiate, monitor and report on SLAs and OLAs, tracking KPIs such as uptime, MTTR and CSAT.
• Lead, mentor and develop support teams, managing staffing, training and performance.
• Manage IT service budgets, vendor contracts and procurement to optimise costs.
• Drive continuous service improvement using ITIL practices, automation and process optimisation.
• Ensure compliance with POPIA, security standards and organisational policies.
• Maintain an up‑to‑date service catalogue, knowledge base and CMDB.
• Design, implement and improve proactive monitoring and alerting across infrastructure, cloud services and applications.
• Lead vulnerability scanning, patch management and overall security posture within the service management framework.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems or related field.
• 5–7 years of progressive IT operations or service management experience, with at least 3 years in a leadership role.
• Experience in a multi‑vendor or enterprise environment, preferably in finance or telecom sectors.
• Familiarity with South African regulatory requirements such as POPIA.

Required skills

• IT infrastructure and network management.
• Cloud services (e.g., AWS).
• Cybersecurity fundamentals and vulnerability management.
• ITSM tools such as Jira or Remedy.
• Enterprise monitoring and alerting platforms.
• Patch management processes.
• Service catalogue and CMDB management.