South Africa Job Openings
Sanlam
Head of IT Service Management
Bellville
FULL TIME
October 22, 2024
CAREER OPPORTUNITY
Santam BITS has a career opportunity for a Head of IT Service Management in the Core Platforms, Applications and ITSM department which will be based in the Western Cape.
KEY RESPONSIBILITIES
ITSM Strategy Development & Execution:
- Develop and implement a robust ITSM strategy that aligns with Santam's business objectives, ensuring continuous improvement and optimization of IT services.
Service Desk & Incident Management:
- Oversee the centralized service desk operations to ensure timely and effective incident response, resolution, and escalation where necessary.
Problem & Change Management:
- Establish strong problem and change management processes to minimize downtime, mitigate risks, and ensure smooth transitions in IT infrastructure and services.
Systems Monitoring & Observability:
- Lead the development of a systems monitoring center focused on observability, ensuring proactive management of infrastructure and application health.
SLA & KPI Management:
- Define, monitor, and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet business and customer expectations.
Collaboration with Sanlam Group Technology:
- Work closely with the Sanlam Group Technology teams to align ITSM processes, especially for shared services like hybrid cloud, network management, server administration and EUC.
Governance & Compliance:
- Ensure ITSM processes are compliant with ITIL best practices and corporate governance standards, while aligning with industry regulations and internal policies.
Team Leadership & Development:
-
Lead, mentor, and develop the ITSM team, including service desk, incident, problem, change manage personnel, fostering a culture of continuous improvement and professional development.
QUALIFICATIONS AND EXPERIENCE
- Relevant tertiary IT qualification (BSc or BTech degree)
- ITIL Intermediate/Expert (Mandatory) & ITIL V4
- 15 Years of IT overall Operational Experience
- A minimum of 10 years of experience in IT operations
- 8 years with significant responsibilities for managing IT Service Management (ITSM), systems support, and core business applications.
- COBIT
-
Sa Fe / Agile
ADDITIONAL SKILLS
- Highly competent in problem solving and troubleshooting at application and network infrastructure levels
- Stakeholder management at a senior level in the organisation
- Negotiation skills
- Research and presentation skills
- Must be able to work in a highly pressurised and dynamic environment
- Investigation and analysis of information
- Planning
- Effective communication of technical guidance and instruction to team members
- Ability to write technical instructions in the use of programs and / or program modifications
- Ability to accept accountability for actions and decisions
-
Ability to manage a team of technical experts, provide career planning guidance and goal setting
COMPETENCIES
- Collaboration
- Flexible and adaptable
- Drive results
- Driving strategy
- Client focus
- Cultivate innovation
- Change leadership
- Talent enablement
- Decision making
- Continuous learning
- Emotional intelligence
- Team-focused leadership
-
Business and commercial acumen
ABOUT THE COMPANY
Santam is the leading short-term insurer in South Africa. Along with its subsidiaries, the business transacts all classes of short-term insurance. Santam is a large, diversified, and transforming company and our success is rooted in our passion for our clients. Everything we do is centered on our delivery of Insurance Good and Proper.
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