Lead: Service Control at The Coca-Cola Company

Job Description    

• Coca-Cola Beverages Africa (CCBA) presents an exciting opportunity for a Lead: Service Control, to join the Enabling Technology team at CCBA. The role will report to the Group Head: Technology Enablement.

Key Purpose:

• To establish and embed effective IT Service Management governance, operational control and performance-management practices that improve service quality, customer experience, operational visibility, process maturity and service-provider performance across markets.

Key Duties & Responsibilities    
Key Outputs and Accountabilities include, but not limited to:

• Service Excellence & Customer Experience: Drive high-performing IT service operations that improve service quality, responsiveness, customer experience and business satisfaction.
• ITSM Governance & Maturity: Establish and embed ITSM governance, standards and processes that improve operational control, consistency and service maturity across markets.
• Operational Control & Visibility: Provide effective service governance, reporting, dashboards and insights that enable proactive decision-making, accountability and performance management.
• Service Desk Effectiveness: Improve Service Desk capability through stronger processes, automation, self-service enablement and improved resolution effectiveness.
• Change & Release Excellence: Strengthen change and release governance to improve deployment success, reduce operational risk and enable smoother transitions into operations.
• Configuration & Asset Management Excellence: Establish accurate CMDB and asset management practices that improve visibility, control, compliance and lifecycle optimisation.
• Vendor & Service Partner Performance: Improve vendor accountability and service outcomes through effective SLA governance, performance reviews and service improvement initiatives.
• Operational Digitisation & Continuous Improvement: Drive automation, simplification and process optimisation to increase productivity and improve IT service delivery.
• Capability Building: Build ITSM capability across service owners, teams and markets to strengthen operational discipline and service ownership

Skills, Experience & Education    
Qualifications:

• Bachelor’s Degree in Information Technology, Computer Science, Business Technology or related discipline.
• ITIL certification required.
• ITIL 4 Managing Professional advantageous.

Experience:

• 8–12 years’ experience in IT Service Management, IT Operations or Digital Operations.
• Experience leading ITSM frameworks and operational governance.
• Experience managing Service Desk, vendors and service partners.
• Experience operating in multi-country or complex enterprise environments.
• Experience driving IT process improvement and transformation initiatives.

Skills:

• ITIL service management practices
• Incident, Problem, Change and Release Management
• Service Level Management
• CMDB and Configuration Management
• IT Asset Management
• Service reporting and analytics
• Vendor and SIAM governance
• Process automation and optimisation
• Governance, risk and compliance
• Strong operational ownership and accountability
• Customer-focused mindset
• Data-driven decision-making
• Strong governance discipline
• Influencing and stakeholder management capability
• Continuous improvement mindset
• Ability to simplify and standardise complex processes

Deadline:3rd September,2026