Lead – Service Control

About the role

Coca-Cola Beverages Africa is seeking a Lead for Service Control to join its Enabling Technology team. Reporting to the Group Head of Technology Enablement, the role will drive IT service management governance and operational control across multiple African markets.

Key responsibilities

• Establish and embed ITSM governance, standards and processes to improve service maturity and operational visibility.
• Provide service‑desk oversight, automation, self‑service enablement and resolution effectiveness.
• Strengthen change and release governance to reduce risk and improve deployment success.
• Maintain an accurate CMDB and asset‑management framework for lifecycle optimisation.
• Manage vendor and service‑partner performance through SLA governance and continuous improvement initiatives.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Business Technology or a related discipline.
• ITIL certification (ITIL 4 Managing Professional is a plus).
• 8‑12 years of experience in IT Service Management, IT Operations or Digital Operations, preferably in multi‑country enterprises.
• Proven experience leading service‑desk teams, managing vendors and driving IT process transformation.

Required skills

• ITIL service‑management practices (Incident, Problem, Change, Release Management).
• Service Level Management and performance reporting.
• CMDB and Configuration Management.
• IT Asset Management.
• Vendor and SIAM governance.
• Process automation and optimisation.
• Governance, risk and compliance.