ITSM Technology Lead (JHB Illovo) at BDO South Africa

Role Purpose:

• To lead the design, implementation, and optimization of IT Service Management (ITSM) technology solutions that enable clients to streamline IT operations, enhance service delivery, and achieve measurable business outcomes. The role bridges technology leadership, ITIL process governance, and business transformation, driving adoption of ITSM platforms such as SysAid, ServiceNow, or BMC Helix within enterprise environments.

ITSM Strategy & Advisory

• Serve as the ITSM subject matter expert (SME) for clients, guiding them on best practices aligned with ITIL 4, COBIT, and ISO 20000.
• Assess client IT service maturity and develop roadmaps for digital transformation through ITSM enablement.
• Translate client business goals into technology-enabled service management strategies.

Solution Design & Implementation

• Lead end-to-end ITSM solution design, configuration, and deployment — including modules such as Incident, Request, Problem, Change, Asset, CMDB, and Service Catalog.
• Oversee tool integrations with enterprise systems (AD, M365, monitoring tools, HR systems, etc.).
• Champion automation, self-service, and AI-driven service desk capabilities.
• Ensure governance and scalability in multi-tenant or enterprise environments.

Practice Leadership & Business Development

• Lead solution demonstrations, RFP responses, and client workshops to position the ITSM portfolio.
• Collaborate with sales teams to develop proposals, statements of work (SOWs), and pricing strategies.
• Develop thought leadership and service offerings that expand the ITSM practice.

Team Leadership & Delivery Management

• Manage a cross-functional delivery team of consultants, developers, and analysts.
• Oversee project delivery timelines, budgets, and stakeholder satisfaction.
• Drive continuous improvement, mentoring teams in ITIL and automation principles.

Reporting & Performance Management

• Define and track service performance metrics and KPIs (e.g., MTTR, FCR, SLA compliance).
• Develop executive dashboards and reports for clients and internal leadership.
• Ensure escalations and continuous service improvements are handled proactively.

Innovation & Continuous Improvement

• Stay abreast of emerging technologies in ITSM, AI Ops, ESM, and automation.
• Contribute to the innovation roadmap for digital advisory services.
• Drive adoption of AI-powered service management, RPA, and predictive analytics.

Key Skills & Competencies

• ITIL v4 Expert / Managing Professional certification
• Strong knowledge of ITSM platforms (SysAid, ServiceNow, BMC, etc.)
• Proven experience in solution architecture, pre-sales, and delivery leadership
• Excellent stakeholder management and communication skills
• Understanding of enterprise IT operations, cloud platforms, and integrations
• Business acumen and ability to align IT initiatives with strategic outcomes

Requirements:

Key Skills & Competencies

• ITIL v4 Expert / Managing Professional certification
• Strong knowledge of ITSM platforms (SysAid, ServiceNow, BMC, etc.)
• Proven experience in solution architecture, pre-sales, and delivery leadership
• Excellent stakeholder management and communication skills
• Understanding of enterprise IT operations, cloud platforms, and integrations
• Business acumen and ability to align IT initiatives with strategic outcomes

Performance Indicators

• Growth of ITSM practice revenue and client base
• Successful delivery of ITSM implementations and upgrades
• Reduction in client SLA breaches and improved service KPIs
• Expansion of ESM capabilities across HR, Facilities, and Finance domains
• Contribution to thought leadership and sales enablement