Johannesburg: Service Manager – Command Centre

Key Responsibilities: Lead and manage four Command Centre shift teams, including approximately 10 operators per shift and a Team Leader. Oversee daily IT operations, including monitoring, performance, availability, and reporting of computing, networking, and application environments. Ensure accurate logging and timely resolution of events, incidents, and service requests in line with SLAs. Initiate and manage major incidents, coordinate with internal and external stakeholders, and contribute to post-incident reviews. Deliver on corporate scorecards and business unit goals, providing accurate operational communication to clients and stakeholders. Interface with Operations, Testing, and Development teams for hardware, software, and network upgrades or implementations. Maintain operational resiliency, ensuring successful service continuity during planned or unplanned outages. Manage compliance with policies, procedures, regulations, and legislation, including data protection requirements (e.g., GDPR, PCI, POPIA). Foster a positive team culture with a focus on coaching, development, and performance management. Qualifications & Knowledge: Minimum Matric; Bachelors degree advantageous. IT operations, ICT, or technology certification; ITIL Service Management certified. Incident management certification. Strong knowledge of Linux, Windows, networks, and cloud computing (AWS). Experience in recovery and resiliency (BCP) processes. Excellent written and verbal communication skills. Experience Required: Minimum 10 years in IT operations or command centre management. Proven experience managing multi-shift teams and multiple projects. Strong leadership and organizational skills. Experience monitoring batch and online payment systems, with familiarity in payment operating systems advantageous.