KEY DUTIES AND RESPONSIBILITIES
- Formulate and implement the organisation’s IT Services Strategy, in line with leading practices in IT Governance and Management and the organisation’s digital transformation objectives.
- Lead the design, implementation, and optimization of ITSM processes.
- Ensures services are delivered in line with defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Champion a service-centric culture across IT and business stakeholders.
- Ensure ITSM processes align with ISO/IEC 20000, ISO/IEC 27001 and COBIT frameworks.
- Oversee compliance of ITSM processes and capabilities with internal policies, audit requirements and regulatory standards.
- Identify, assess and mitigate risks associated with IT service delivery.
- Work with Business Continuity and Disaster Recovery teams to ensure IT service resilience.
- Maintain readiness to achieve Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
- Coordinate response to high-severity incidents, ensuring minimal business disruption.
- Develop and implement IT Services and systems performance dashboards for executive management, highlighting performance, risks and opportunities.
- Track trends in incidents/problems to proactively prevent future disruptions
- Report service performance, compliance status and improvement initiatives to the IT Management team.
- Lead and mentor ITSM staff.
- Drive skills development and training in ITSM best practices.
- Foster a collaborative culture between IT and business users.
QUALIFICATIONS AND EXPERIENCE
The ideal candidate should have:
- Bachelor’s degree in Information Technology, Computer Science or related field.
- A relevant Master’s degree is an added advantage.
- ITIL v3 Intermediate -IT Service Strategy a must v4 Managing Professional or higher certification required.
- Additional certifications in ISO/IEC 20000, COBIT, or Project Management (e.g., PRINCE2, PMP) desirable.
- 5 years’ progressive experience in IT Management, with at least 3 years in IT Service Management.
- Experience in financial services, government, or mission-critical environments highly advantageous.
SKILLS AND COMPETENCES
- Expertise in ITIL-aligned service management processes.
- Strong knowledge of service monitoring tools, ITSM process automation platforms.
- Understanding information security, business continuity and risk frameworks.
- Data-driven decision-making using KPIs, SLAs and performance analytics.
- Strong leadership and people management skills.
- High-level communication and stakeholder engagement.
- Analytical and strategic thinking ability.
- Resilience, integrity, and sound judgment under pressure.
- Strong customer service orientation.