Team Lead: ITSM Operations - Cape Town at Engen

Who You Are:

• You have experience in building or managing a team, including areas such as incident and request management, problem management, event management, change management, and service level management.
• You excel in conducting IT risk assessments, managing incidents, problem-solving, and ensuring continuous service improvement.
• You are deeply passionate about IT service management, people, achieving results, and adding value to the organization.
• You possess excellent relationship-building skills, with a strong ability to influence, manage conflicts, and effectively plan and organize tasks.
• You have a reputation for being analytically assertive and consistently achieving results in IT service management.

What you'll have done before:

Baseline:

• NQF Level 7 (Degree in IT or related field)
• ITIL Best Practice Certification
• 8 years’ experience managing IT support, services, and key processes including incident, change, service request and major-incident management.
• Experience with vendor management, including demonstrated success in conducting RFP's and vendor service transitions.
• Experience leading technology change and deployments.

Advantageous:

• IT or relevant postgrad qualification
• Certifications in leadership and management
• Certifications in IT Service Management or relevant IT disciplines
• Knowledge and experience of IT functions & domains (architecture, cybersecurity, application management, infrastructure)
• Proven financial management skills with operational budget tasks
• Experience in strategic technology planning and policy development

Exciting Challenges you might face in the role:

• Revolutionize ITSM processes to enhance service delivery and shape future IT operations.
• Implement best practices and stay ahead of industry trends to improve efficiency and service quality.
• Oversee critical incidents, coordinate resources, and resolve issues swiftly to minimize business impact.
• Foster a collaborative environment, mentor the team, and achieve outstanding results.
• Build strong relationships, understand stakeholder needs, and align ITSM processes with business objectives.
• Conduct IT risk assessments, develop strategies to mitigate risks, and safeguard IT infrastructure.
• Lead change management efforts, ensuring minimal disruption and alignment with business goals.
• Maintain compliance with regulations, enforce relevant policies, and uphold governance standards.
• Utilize ITSM tools and data analytics for insights, decision-making, and service performance improvement.
• Manage day-to-day operations while driving strategic initiatives for long-term success.

What You'll be doing:

IT Service Management Strategy:

• Execute ITSM strategies and update the IT service portfolio.
• Develop tactical plans, standards, and policies.
• Contribute to performance metrics and collaborate on digital workplace policies.

IT Service Design:

• Ensure SLAs meet customer expectations and budgets.
• Develop a service catalog and monitor availability trends.
• Align SLA delivery with roles, responsibilities, and third-party vendors.

IT Service Transition:

• Manage service transitions with asset and configuration management.
• Ensure change control compliance, chair Change Advisory Board meetings, and handle outages.
• Share ITSM knowledge and introduce new products/services.

IT Service Operations:

• Lead service desk and desktop support operations, resolving issues within SLAs.
• Resolve major incidents, address system performance, and automate access requests.

Continuous Service Improvement:

• Implement improvement plans, monitor performance, refresh SLAs, and ensure compliance.
• Review reports, address pain points, and drive service excellence projects.

Capability Management:

• Lead and develop a high-performing, cross-skilled ITSM team.

Relationship Management:

• Build stakeholder relationships, gather feedback, collaborate with vendors, and address customer needs.