Senior Manager: Service Management at SITA SOC (Ltd)

Purpose of the job

To provide full Service Management function - Service Strategy, Service Design, Service Transition, Service

• Operations and Continual Service Improvement aligned to business service management systems for mapping, measuring, reporting and adjusting of services to effectively manage IT resources as a function of IT Service Management processes.
• Operate as a single point of contact for the logging all service incidents and customer requests, to support the management of BA and SLA (with clients) and OLA (with organizational units).
• Also provides full contact center to Government inbound services to run campaigns such as the Presidential Hotline or outbound services such as IEC and helpdesk. Manage and serve as technology owner and enabler for all Service Management processes.

Key Responsibility Area

To be accountable and manage the IT Service Desk, Customer Contact Centre and the Business Process

• Outsourced service desks in order to facilitate the resolution of clients’ queries ensuring that service level agreements are kept at optimal levels.
• Provide first line telephonic support and remote support.
• To be accountable and have authority as complete Service Management technology enablement process owner.
• Execute, provide and manage technology environments to proactively monitor performance of IT Service
• Management processes and to better support and maintain critical services provided to the business.
• To be accountable and have authority as complete Service Management process owner ensuring that policies and processes are developed, evaluated, monitored and implemented for all Service Management processes, namely, Service Strategy, Service Design, Service Transition, Service Operations, Continual service improvement and in identifying, planning, delivering and supporting IT services to SITA and customers.
• Ensure that the Service Management processes are adopted across all IT departments within SITA.
• To be accountable and have authority to manage, lead, and directs all components technology (End User
• Computing, Information Security Systems, Service Delivery, Incident Management, Design & Planning) of
• Service Management and support in order to provide and continually enhance Service Management technology and other related technologies.
• Manage Human Resources.
• Supports the development of customer service standards, policies and procedures for the organization and align it with government departments.

Qualifications and Experience

• Minimum: 3-4 Year National Diploma / National First Degree in Software Engineering/ Computer Science/Information Technology or relevant equivalent.
• Experience: 9-10 years’ experience in Service Management, including: 5 years’ experience in the infrastructure using ITIL framework.
• 3 years’ experience in the ICT Governance role.
• 5 years management experience.
• Technical Competencies Description
• Customer service management Government Information Management. Business Development. Information
• Technology management ICT Services ITIL Framework. Cybersecurity. Writing technical documents. 

Closing Date: 30 June 2025