Head of IT Service Management at Santam Insurance

KEY RESPONSIBILITIES

ITSM Strategy Development & Execution:

• Develop and implement a robust ITSM strategy that aligns with Santam's business objectives, ensuring continuous improvement and optimization of IT services.

Service Desk & Incident Management:

• Oversee the centralized service desk operations to ensure timely and effective incident response, resolution, and escalation where necessary.

Problem & Change Management:

• Establish strong problem and change management processes to minimize downtime, mitigate risks, and ensure smooth transitions in IT infrastructure and services.

Systems Monitoring & Observability:

• Lead the development of a systems monitoring center focused on observability, ensuring proactive management of infrastructure and application health.

SLA & KPI Management:

• Define, monitor, and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet business and customer expectations.

Collaboration with Sanlam Group Technology:

• Work closely with the Sanlam Group Technology teams to align ITSM processes, especially for shared services like hybrid cloud, network management, server administration and EUC.

Governance & Compliance:

• Ensure ITSM processes are compliant with ITIL best practices and corporate governance standards, while aligning with industry regulations and internal policies.

Team Leadership & Development:

• Lead, mentor, and develop the ITSM team, including service desk, incident, problem, change manage personnel, fostering a culture of continuous improvement and professional development.

QUALIFICATIONS AND EXPERIENCE

• Relevant tertiary IT qualification (BSc or BTech degree)
• ITIL Intermediate/Expert (Mandatory)  & ITIL V4
• 15 Years of IT overall Operational Experience
• A minimum of 10 years of experience in IT operations
• 8 years with significant responsibilities for managing IT Service Management (ITSM), systems support, and core business applications.
• COBIT
• SaFe / Agile

ADDITIONAL SKILLS

• Highly competent in problem solving and troubleshooting at application and network infrastructure levels
• Stakeholder management at a senior level in the organisation
• Negotiation skills
• Research and presentation skills 
• Must be able to work in a highly pressurised and dynamic environment
• Investigation and analysis of information
• Planning
• Effective communication of technical guidance and instruction to team members
• Ability to write technical instructions in the use of programs and / or program modifications
• Ability to accept accountability for actions and decisions 
• Ability to manage a team of technical experts, provide career planning guidance and goal setting