Job Description

Closing Date 2025/04/12
Reference Number EDU250119-2
Job Title National Manager : IT Service Management
Job Type Permanent
Campus National
Department Information Technology
Number of Positions 1
Location - Town / City National
Location - Province National
Location - Country South Africa
Minimum Education Level Bachelors Degree | Advanced Diploma
Job Category IT
Job Advert SummaryEduvos is looking to employ the services of a National Manager: IT Service Management to be based at our Cape Town or Midrand campusesTo manage the IT Service Management function and a team of IT Service Desk Analysts and IT Technicians. The role involves driving IT Service Delivery across Eduvosxe2x80x99 campuses, nationally and includes leading the implementation of an Enterprise Service Management (ESM) system
Minimum Requirements

• A Bachelorxe2x80x99s degree (or equivalent NQF-7 qualification) in Information Technology, Computer Science, Information Systems or a related field xe2x80x93 a post-graduate degree is preferred.

Duties and ResponsibilitiesAs the National Manager: IT Service Management you will be responsible for :

• Leadership and Management:

• Serve as a member of the IT Management Committee (ManCo) and contribute toward departmental strategies and plans.
• Develop and implement divisional strategies operational plans, objectives and schedules aligned to the departmental strategy,
• Drive continual improvement of IT service delivery and support across all campuses.
• Serve as the IT Service Management (ITSM) subject matter expert (SME) and Process Owner.
• Develop annual divisional budgets and manage expenditure against approved budgets.
• Lead and manage a national team of IT Service Desk Analysts and IT Technicians.
• Talent acquisition, onboarding, development and succession / bench strength
• Manage Team membersxe2x80x99 performance - role clarity and objectives; reviews; feedback; corrective actions
• Provide mentorship and professional development opportunities for team members.
• Support business change capability
• Represent the IT department in relevant business and management forums / committees.
• Represent the Executive Head of IT as part of Contingency and Business Continuity measures as and when needed.

• Enterprise Service Management Implementation:

• Lead the implementation of a fit-for-purpose ESM system based on Microsoft Dynamics 365 CE.
• Ensure seamless integration of the ESM system with existing IT infrastructure.
• Ensure staff are trained on the new system and ensure its effective use for Case Management and other IT services.
• Serve as a member of RFP specification and evaluation panels and of IT solution design forums

• IT Event Management:

• Oversee the monitoring and management of IT events to ensure minimal disruption to services.
• Develop and implement event management processes and procedures.

• Incident Management:

• Ensure timely and effective resolution of IT incidents.
• Develop and maintain incident management protocols and documentation.

• Problem Management:

• Identify and manage the root causes of recurring IT issues.
• Develop and implement project plans to Implement solutions / improvement plans to prevent future incidents.

• IT Change Management:

• Develop and implement change management policies, processes and standard operating procedures.
• Oversee the planning and execution of IT changes to minimize risk and disruption.

• IT Vendor Management:

• Manage relationships with IT vendors and service providers.
• Negotiate contracts and Service Level Agreements (SLAs) and manage vendor compliance with service level agreements (SLAs).
• Conduct quarterly SLA and Performance reviews with key / strategic IT vendors to ensure optimal performance and value delivery.

• Customer Service:

• Ensure high levels of customer satisfaction by providing prompt and effective IT support.
• Develop and maintain strong relationships with faculty, staff, and students.
• Implement feedback mechanisms to continuously improve IT services.

• Project Management

• Manage projects simultaneously in relation to IT Service Management, ensuring they are delivered on time, within scope, and within budget.
• Develop project plans, allocate resources, and track progress against milestones.
• Communicate and report on project status and risks to stakeholders regularly.

• Reporting and Documentation:

• Maintain accurate records of IT assets, incidents, and service requests.
• Prepare regular reports on team performance and IT service metrics.
• Document procedures and create user guides for common IT tasks.

Functional and Behavioural CompetenciesFunctional and technical competencies

• IT Incident & Problem Management
• IT Helpdesk / Service Desk tools and systems
• Deep understanding and proficiency in ITIL practices
• Proficiency in Project Management
• Operational Management xe2x80x93 managing day-to-day operations and optimising processes
• Understanding of IT Infrastructure (including data backup and recovery), Software applications, Network systems and Cloud Computing platforms (Azure and AWS)
• Proficiency in end-user computing
• Understanding of Server infrastructure (on-site and virtual), Microsoft Active Directory and Exchange/Outlook
• Proficiency in IT Change Management
• Understanding of information security / cyber security including security incident management and response
• Understanding of the Software Development Lifecycle (SDLC) and AGILE Systems Development

Behavioural competencies

• Strong leadership and team management skills.
• Collaboration and Teamwork
• Excellent problem-solving and troubleshooting abilities.
• Strong communication and interpersonal skills.
• Networking and influencing
• Ability to manage multiple tasks and projects simultaneously.

Employee Benefits:

• A competitive, market-related salary with opportunities to earn incentive performance bonuses

• A supportive, high-performing environment where innovation is encouraged

• A Hybrid remote working model

• Opportunities for professional growth and development

• Subsidised academic studies through Eduvos after a period of employment for staff and dependants.

Eduvos