IT Services Manager - Alberton at Datacentrix

Requirements:

• Relevant Tertiary Degree
• 5+ years working experience as an IT Service Manager or with similar scope of responsibilities
• ITIL Certification in IT service management
• Good knowledge of IT Service Management within an information technology environment of a similar scope.
• Experience in IT budgeting, planning, change and supplier management processes, and using in-sourced and out-sourced IT services.

Primary Duties:

Service Management

• Ensure availability of IT services in line with agreed service levels.
• Update and maintain the IT service catalogue.
• Identify and implement service improvement plans, together with the IT suppliers.
• Conduct regular service reviews and perform supplier evaluation, including regular supplier feedback on performance.
• Oversee allocation of IT incidents to IT support staff.
• Liaise with IT suppliers and IT support staff to prioritise incidents and monitor resolution against agreed timelines.
• Acts as 1st point of escalation and coordinate incident resolution activities across functions and IT suppliers.

Service continuity

• Responsible for the ongoing monitoring and testing of service continuity plans.
• Ensures that service continuity plans are aligned with IT policies.
• Reporting and documentation of service continuity testing outcomes.
• Align supplier service level agreements with service continuity plans and IT policies.

Risk management

• Perform basic risk assessments on existing IT services.
• Evaluate business risk associated with operational incidents and service changes and implement risk mitigation actions.
• Provide input to internal and external audit and self-assessment activities.
• Execute the risk treatment plan and implement audit findings.
• Ensure IT policies are in place and ensure that IT users, support staff and IT suppliers adhere to IT policies.

 Change management

• Perform regular reviews of system access.
• Act as the chairperson for the Change advisory board.
• Coordinate IT changes across IT suppliers.
• Evaluate the business impact of system changes and ensure effective communication to all stakeholders.
• Maintain a log of system changes for audit purposes.

 Cost management

• Track service cost against approved budget.
• Track supplier performance against agreed budgets.
• Identify cost-saving opportunities and implement cost-saving initiatives in line