Menu Close

Cape Town City Centre: It Service Management Lead

It Service Management Lead

Posted on 2025-02-13

Job Summary

Overview Our client is a UK based company with more than 25 years of experience in delivering IT services and infrastructure solutions to a wide range of customers across varied markets and locations. As a company, they also have a business software division specializing in the Microsoft Dynamics suite and a Business Advisory Consultancy. They are looking to establish a support team based at their offices in Cape Town (Southern Suburbs). Purpose of Role: The role is responsible for developing and maintaining ITIL-aligned policies and processes for IT Operations, ensuring these frameworks are adopted and adhered to across the organization. This position also supports the standardization, deployment, and governance of the service catalogue, particularly during new customer transitions, ensuring a seamless and efficient implementation process aligned with organizational objectives and customer requirements. Additionally, this role serves as an escalation point for service catalogue development, ITIL process adherence, and governance-related matters, while managing direct reports and fostering a high-performing team.

Responsibilities:

ITIL Policy and Process Development: · Develop ITIL-aligned policies and processes for IT Operations. · Implement testing protocols to measure process absorption and adherence. · Monitor compliance through governance reporting and lead related meetings. · Act as an escalation point for addressing challenges or disputes regarding ITIL policy adherence and implementation. Service Catalogue Development and Deployment: · Ensure standardized service catalogues are deployed for all customers during service transition. · Facilitate the creation and readiness of associated Request Work Instructions (RWI) for service go-live, ensuring accurate linkage to catalogue items in ServiceNow. · Manage the capture and definition of requirements for custom catalogue items where standard variables and RWIs cannot meet needs. · Oversee the development and UAT of custom catalogue items, ensuring alignment with customer expectations. · Maintain oversight of the ServiceNow Catalog Builder resource and collaborate with the ServiceNow development team as needed. · Act as the primary escalation point for resolving complex issues in catalogue item deployment and customer-specific adaptations. Knowledge Article Management: · Ensure all RWIs are created by Operations and accurately associated with corresponding catalogue items in ServiceNow. · Regularly audit RWI associations to ensure ongoing accuracy and relevance. · Serve as the escalation contact for issues regarding the accuracy or quality of RWIs. Line Management: · Manage one direct report (currently the ServiceNow Catalog Builder resource) with potential to oversee all ITIL process owners as the team consolidates. · Provide mentorship, guidance, and performance management to direct reports. · Foster a collaborative and high-performing team environment, ensuring alignment with organizational goals. · Act as a champion for process ownership, supporting process owners in delivering consistent and high-quality outcomes. Governance and Reporting: · Develop and maintain datasets and reports to track the deployment progress of catalogue items. · Provide regular updates on process adherence, governance metrics, and the readiness of RWIs. · Address escalated governance concerns and ensure timely resolution. Project Management and Stakeholder Liaison: · Keep all service catalogue initiatives on track, managing risks, timelines, and deliverables. · Act as a key point of contact for internal and external stakeholders, ensuring alignment with project goals and customer needs. · Respond to escalations from stakeholders and resolve issues efficiently. Job Requirements/Technical Experience: · Strong knowledge of ITIL principles, particularly within IT Operations. · Proven experience in policy and process development, implementation, and adherence measurement. · Familiarity with ITSM tools, particularly ServiceNow, including Catalog Builder functionality. · Project management experience with a track record of delivering initiatives on time and to a high standard. · Previous experience managing direct reports, including performance management and mentoring. · Excellent communication and stakeholder management skills. · Strong analytical and organizational skills. · Attention to detail and a focus on quality. · Proactive and self-motivated, with a collaborative approach to work. · Able to engage effectively with stakeholders at all levels. · Capable of calmly handling escalations and driving resolution. · Leadership qualities with a focus on team development and collaboration.

View Job  Cape Town City Centre: Property Manager

It Service Management Lead position available in Cape Town Region, Cape Town City Centre. This job position was posted by . The job has been posted on 2025-02-13 in the It Computing Software category

Click Go Apply to apply online!


You might also like these jobs in the same area.

Apply directly for this position. Please read all instructions carefully.

We do not process job applications; we simply aggregate and display job listings.

More related positions


Johannesburg: Service Advisor posted by Kontak Recruitment

Service Advisor - Automotive Industry (JB4891)Johannesburg, Gauteng R15 000 basic plus contributionsPermanent Our client, a well-established automotive repair provider, is seeking an experienced and detail-oriented Service Advisor to join their team.The id


View Job
Service Advisor

Boksburg: Service Workshop Technician – Must Have Experience In The Motor Trade posted by Definitive Placements

Must have red seal diesel and / or petrolA Code 8 non endorsed drivers license At least 3-5 experience at a dealership service workshop Good at fault finding, diagnostics, services and PDIs. Must have full understanding of OEM requirementsCustomer centr


View Job
Service Workshop Technician – Must Have Experience In The Motor Trade

Southern Suburbs: Supermarket Assistant Manager – Don`T Miss Out! posted by Spargs Recruitment Services

Supermarket Assistant Manager required! By this large national chain. Career growth into higher positions. So if you are a competent and experienced Supermarket Manager! At any level! You will be considered. Matric, S. African I D and supermarket managemen


View Job
Supermarket Assistant Manager – Don`T Miss Out!

Sandton: Security Site Manager posted by Senatla Consulting Services

Security background4-5 Years ExperienceManagement and leadership skillsIndustry related experience. Security Site Manager position available in Gauteng, Sandton. This job position was posted by Senatla Consulting Services. The job has been posted as a free


View Job
Security Site Manager

Johannesburg City: Security Officer Grade C – Urgently Needed: Must Reside In Johannesburg posted by UNIFORCE SECURITY SERVICES

Grade C Security Officer needed for 16 guarding positions in Johannesburg. To start working immediately.Requirements:PSIRA Grade C Must be a South African resident No criminal recordMust be physically fit Must be willing to work overtimeHardworking and dil


View Job
Security Officer Grade C – Urgently Needed

Cape Town: Service Advisor posted by Intercon Recruitment

Dealership in Cape Town, Central is looking for a Service Advisor, with previous Service Advisor experience. Will be booking in clients, getting authorization and invoicing.Salary:Salary R14 000 - R20 000 basic negotiable depending on ExperiencePlus commis

View Job  Cape Town City Centre: Accountant

View Job
Service Advisor

Gauteng: Care Givers – Urgently Needed posted by Qualitas Services (PTY) LTD

Urgently looking preferably for male care givers in Germiston area.Need to be based in Gauteng. Preferably someone who is unemployed.SA Citizens only.Please send your updated CV, ID and care giver certificate to Qualitas Services (PTY) LTD Care Givers - U


View Job
Care Givers – Urgently Needed

Boksburg: Enrolled Nurses – Urgently Needed posted by Qualitas Services (PTY) LTD

Enrolled nurses required in Boksburg, Bedfordview, Germiston area.Please send an updated CV,ID and SANC receipt to Qualitas Services (PTY) LTD Enrolled Nurses - Urgently Needed position available in Gauteng, Boksburg. This job position was posted by Quali


View Job
Enrolled Nurses – Urgently Needed

Midrand: Barista posted by Divine Hospitality Services

We are seeking a passionate and skilled Barista to join our team in MIDRAND. As a Barista you`ll be responsible for crafting exceptional coffee beverages, providing excellent customer service and contributing to a positive and energetic work environmentKey


View Job
Barista

Johannesburg West: Bookkeeper posted by Lodge Security Service

Daily processing of bank statement transactionsPerforming monthly bank reconsPreparing Credit Card recons & processing thereof. Preparation and control of Cash-flow Control Documents Receipting of DebtorsIncluding reviewing Debtors aging and following up o


View Job
Bookkeeper

Randburg: Cctv Technical Manager posted by Lodge Security Service

Must be proficient in CCTV installs for all camera types, understand VMS (video management systems) and programming for reactive monitoring. Experience with Hikvision, Hik Central, Dahua, DSS, Alarms, Access Control, and background programming. Cctv Techn


View Job
Cctv Technical Manager

Johannesburg: External Sales Engineer – Pumps Service posted by McKessar Recruitment

International industrial pump company is looking for an experienced Pump Sales Engineer for their service division in Johannesburg.Requirements:* Matric minimum, Mechanical Engineering qualification preferred * Minimum 5 years pump sales experience focusin


View Job
External Sales Engineer – Pumps Service

Atteridgeville: Supermarket Assistant Manager – Become A Branch Manager posted by Spargs Recruitment Services

Career position! Become a Supermarket Branch Manager! This group is growing. All supermarket managers at all levels will be considered. From current Trainees to Branch Managers. As long as you have supermarket management experience, Matric + S. African I D


View Job
Supermarket Assistant Manager – Become A Branch Manager

Johannesburg South: Branch Manager – Retail Supermarket Position! posted by Spargs Recruitment Services

Leading group expands! Requires a competent Supermarket Branch Manager! All current Supermarket Managers considered. For this great career position! Supermarket Management experience - from Trainee to Branch Managers - will be considered. S. African I.D. +


View Job
Branch Manager – Retail Supermarket Position!

Durban Central: Food Services Aid Worker posted by La Lucia Healthcare Hospital

We are currently seeking to employ a Food Services Aid Staff to work on a permanent position.Minimum requirement:Basic literacy and numeracy.Experience:Appropriate experience in a Food Services environment.Inherent requirements of the job:Willingness to wo


View Job
Food Services Aid Worker

Durban Central: Customer Service Representative posted by La Lucia Healthcare Hospital

We are hiring a Customer Service Representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be ab

View Job  Cape Town City Centre: Financial Planning & Analysis Specialist

View Job
Customer Service Representative

Johannesburg South: Creditors Clerk posted by Leadwood Financial Services

A senior creditors clerk is required urgently to work in the southern suburbs of Johannesburg. You need to have the following:A CV with traceable referencesProof of any qualificationsA sound understanding of approving invoices for payment, preparing state


View Job
Creditors Clerk

Southern Suburbs: Collections Agent – Urgently Needed posted by Spartan Recruitment Services

Seeking a skilled Debt Review Collections Agent to handle client queries, maintain accurate records, and ensure comprehensive resolution of issues to retain clients. The position is based in Wynberg, Cape Town. Responsibilities include managing communica


View Job
Collections Agent – Urgently Needed

Queensburgh: Admin Assistant – Urgently Needed posted by Spartan Recruitment Services

We are seeking a dedicated and organized individual to join our client`s team as an Admin Assistant. The ideal candidate will play a crucial role in supporting operations and ensuring smooth day-to-day administrative functions.Responsibilities:Telephonic c


View Job
Admin Assistant – Urgently Needed

Vereeniging: Furniture Assembler / General Worker – Randvaal posted by Spartan Recruitment Services

We are looking for a skilled and reliable General Worker with experience in assembling furniture to join our team. The ideal candidate will have a keen eye for detail, the ability to follow instructions, and a commitment to producing high-quality work.Resp


View Job
Furniture Assembler / General Worker – Randvaal

Benoni: Receptionist – Benoni, Gauteng posted by Spartan Recruitment Services

We are seeking a friendly and organized Receptionist to join our clients team. The ideal candidate will be the first point of contact for visitors, providing exceptional customer service and ensuring smooth front desk operations. In addition to reception d


View Job
Receptionist – Benoni, Gauteng

Benoni: Bookkeeper posted by Spartan Recruitment Services

Are you an organized, detail-oriented professional with a passion for administration and finance? Our client is seeking a highly skilled individual to join their team as a Bookkeeper / Financial Administrator.Roles and Responsibilities: The successful appl


View Job
Bookkeeper

Germiston: Depot Manager – Petroleum Industry posted by Spartan Recruitment Services

Exciting Job Opportunity: Germiston Depot ManagerAre you a dynamic and experienced professional looking to make a significant impact in the petroleum industry? We are seeking a dedicated and skilled Depot Manager to join our team at the Germiston Depot. Th


View Job
Depot Manager – Petroleum Industry

Benoni: Assessor – Urgently Needed posted by Spartan Recruitment Services

We are seeking a dedicated Assessor to manage and report on assessment plans, ensuring compliance with SETA and QCTO best practices. The candidate will provide feedback, facilitate re-assessments, and support learners throughout the process.Key Responsibil


View Job
Assessor – Urgently Needed

Benoni: Recruiter / Enrolment Officer – Urgently Needed posted by Spartan Recruitment Services

We are looking for an experienced Recruiter/Enrolment Officer to design and implement effective recruiting strategies for learnerships and skills interventions. The ideal candidate will be responsible for sourcing, screening, and onboarding candidates, as


View Job
Recruiter / Enrolment Officer – Urgently Needed

Error making API request.
Share this to someone who needs a job:
Posted in Jobs in Cape Town City Centre, Jobs in Cape Town Region

More Jobs in Your Area