Ict Service Manager - Johannesburg, South Africa - Pink Elephant

Pink Elephant

Verified Company

Johannesburg, South Africa

2 days ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Primary Purpose of the Job

The main responsibility is to provide regional leadership and related management practices in accordance with the client ICT ITIL, Security and ICT Governance frameworks.

Align initiatives and compliance to the National business strategy. Align with best practice disciplines, governance, ethics, risk standards, policies, processes, procedures and compliance for the firm.

Main Duties and Responsibilities

Deliver services and support in with the defined National ICT service catalogue, security framework & CMDB
Assist with the testing and implementation of emerging technologies and solutions in the service management automation, experience monitoring and selfservice space.
Development of selfservice capabilities for the client business entities reducing staff based dependencies.
Compile and document ICT service management governance requirements around incident management, request fulfilment, asset management, change management, problem management security management.
Ensure service catalogue & CMDB assets has SLA criteria engaged and defined and is resolved, escalated and/or managed and closed out as expected by business.
Ensure all business requests are managed in the most effective way (reducing the amount of incidents occurring over time)
Change Management by following due process.
Financial Management compilation and management of national ICT budget, business engagement, approvals and budget reporting to business units.
Providing strategic service management input to business champions and HoD's
Execute initiatives with adequate return on investment
Actively engage with key stakeholders in the business to understand needs
Overall IT management and governance
Focus on the continual improvement of service to the business
Realising and management of national strategy regionally & nationally
Develop and deliver initiative and service management reports as and when required
Ensure the engagement of service management processes by all team within the Service Now Service Desk
Developing workflow capabilities or improvements within the Service Now Service Desk
Management of suppliers and the assets of the firm (hardware and software)
Engagement of supplier and vendor security duediligence processes as defined in the BDO information security policy and Spotica ISMS
Staff Management & development in line with emerging technologies for automation, service experience monitoring
Staff engagement and training of the client Nexthink platform to improve service delivery, identify problems proactively and deploy solutions via Nexthink engage capabilities.