Senior Manager: Service Management - Tier 2

In brief

**Overview** The Senior Manager: Service Management - Tier 2 at SITA (State Information Technology Agency) is responsible for providing a comprehensive Service Management function. This encompasses Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement, all aligned with business service management systems for mapping, measuring, reporting, and adjusting services to effectively manage IT resources as part of IT Service Management processes. The role serves as a central point of contact for logging service incidents and customer requests, supporting the management of Business Agreements (BA), Service Level Agreements (SLA) with clients, and Operational Level Agreements (OLA) with internal organizational units. Additionally, this position manages contact center services for government inbound campaigns like the Presidential Hotline or outbound services such as the IEC, as well as general helpdesk functions. The Senior Manager also acts as the technology owner and enabler for all Service Management processes. **What you will do** * Be accountable for and manage the IT Service Desk, Customer Contact Centre, and Business Process Outsourced service desks to facilitate the resolution of client queries and ensure optimal service level agreements. * Provide first-line telephonic and remote support. * Serve as the complete Service Management technology enablement process owner, with authority. * Execute, provide, and manage technology environments to proactively monitor the performance of IT Service Management processes and better support and maintain critical services provided to the business. * Serve as the complete Service Management process owner, with authority, ensuring that policies and processes are developed, evaluated, monitored, and implemented for all Service Management processes (Service Strategy, Service Design, Service Transition, Service Operations, Continual Service Improvement) in identifying, planning, delivering, and supporting IT services to SITA and customers. Ensure these processes are adopted across all IT departments within SITA. * Manage, lead, and direct all components of Service Management technology and support in order to provide and continually enhance Service Management technology and other related technologies, with authority. * Manage Human Resources within the department. * Support the development of customer service standards, policies, and procedures for the organization, aligning them with government standards. **Requirements (from the original advert)** * **Qualifications:** Minimum 3-4-year National Diploma / National First Degree in Software Engineering/ Computer Science /Information Technology or relevant equivalent ICT qualification at NQF Level 6. * **Certifications:** * ITIL 4 Foundation Certification (Essential). * ITIL 4 Managing Professional MP, ITIL 4 Strategic Leader SL, COBIT Foundation, ISO/IEC 20000 or equivalent Service Management certification (Will be an added advantage). * **Experience:** * Minimum 9-10 years' experience in ICT Service Management. * At least 3 years' Senior Management experience leading ICT Service Management and Infrastructure functions. * At least 5 years' experience managing ICT Infrastructure Services within an ITIL-aligned Service Management environment. * At least 3 years' experience providing governance and oversight of ITIL Service Management practices, including responsibility for Incident Management, Problem Management, Change Enablement, Service Level Management and Continual Service Improvement. * Demonstrated experience in strategic leadership, stakeholder management, financial management and organizational performance. * **Technical Competencies Knowledge of:** * Customer service management * Government Information Management * Business Development * Information Technology management * ICT Services * ITIL Framework * **Technical Competencies:** * Business Development * Customer Advocacy Management Consultancy * Customer Relationship Management * Human Capital Management * IT Service Management * Product & Service Lifecycle Management * Vendor/Supplier Management * **Leadership Competencies:** * Customer Experience * Collaboration * Communicating and Influencing * Honesty, Integrity and Fairness * Outcomes driven * Innovation * Planning and Organising * Creative Problem Solving * Managing People and Driving Performance * Decision-making * Responding to Change and Pressure * Strategic Thinking **Who should apply** This role is suitable for an experienced and certified ICT Service Management professional with a strong background in senior leadership and infrastructure functions. The ideal candidate will possess deep expertise in ITIL-aligned service management practices, including incident, problem, change, service level, and continual service improvement. They should be a proven leader capable of managing human resources, driving organizational performance, and providing governance and oversight of technology and processes within a dynamic government-aligned IT environment. A strategic thinker with demonstrated experience in stakeholder and financial management, who can also oversee contact center operations and act as a technology and process owner, would excel in this position. **Deadline** 15th October, 2026 **Reference** Original posting: https://www.myjobmag.co.za/job/senior-manager-service-management-tier-2-sita-soc-ltd Source: myjobmag

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At a glance

• At least 3 years of experience.

• Customer service

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