Service Management Lead

It's fun to work in a company where people truly BELIEVE in what they're doing!

The IT Service Management Manager is accountable for leading and maturing Tiger Brands’ IT service management capability across the enterprise. The role is responsible for the governance, performance, and continual improvement of core ITSM practices, ensuring that service delivery is controlled, measurable, customer-focused, and aligned to business needs.
The role provides leadership across service performance management, ITSM governance, service reporting, service quality, and continuous improvement, while directly leading the internal and external resources responsible for Change, Configuration, Knowledge, CSI, Event Management, Incident, Problem, Reporting, and customer service coordination

WHAT YOU WILL DO:

• Lead the IT Service Management function and ensure the effective implementation, governance, and continual optimisation of ITSM practices across the enterprise IT environment.
• Define, own, and maintain the IT service management framework, including service management standards, policies, procedures, controls, and governance forums required to deliver consistent and measurable IT services. [peoplecert.org]
• Chair the Change Advisory Board (CAB) and hold accountability for change governance, including change risk assessment, scheduling, prioritisation, approval, compliance, and post-implementation review.
• Accountable for the management of service levels, including the negotiation, development, and governance of SLAs and OLAs, service credits, KPI measurement, and overall service quality oversight.
• Chair internal service review meetings and drive service performance discussions with internal stakeholders and delivery
• Provide governance and oversight of incident management, including escalation management, major incident notification, trend analysis, and continual improvement
• Lead problem management to ensure recurring incidents are analysed, root causes are identified, and corrective and preventive actions are proactively driven through to closure.
• Oversee configuration management practices to ensure accurate, reliable, and auditable configuration data across services, infrastructure, and service dependencies.
• Lead knowledge management and continual service improvement initiatives to improve operational efficiency, service consistency, support quality, and process maturity.
• Govern event management and service monitoring practices to improve proactive detection, actionable alerting, visibility of service health
• Monitor, measure, report, and review the performance of services and service components across the IT
• Provide and maintain a single, consistent source of service performance information and reporting for operational and leadership decision-making.
• Own the ITSM toolset and ensure that service management processes, workflows, and controls are understood, embedded, and effectively implemented across internal teams and service providers.
• Drive service quality and customer experience improvement through monitoring of response times, user satisfaction, process compliance, service trends, and targeted improvement actions.
• Lead the customer service coordination capability to ensure effective communication, service responsiveness, and a consistently high standard of end-user engagement.
• Identify, prioritise, and drive service improvement opportunities in partnership with management, business stakeholders, and service tower leads.
• Build and maintain strong business relationships and provide guidance to teams on improving work procedures, process adherence, and service delivery practices. Support service transition, releases, upgrades, and software implementation activities by providing service management governance and operational readiness assurance.

WHAT YOU WILL BRING TO THE TABLE:

Key attributes and competencies

Experience

Qualifications & Certifications

In accordance with the employment equity plan of Tiger Brands and its employment equity goals and targets, preference may be given, but is not limited, to candidates from under-represented designated groups.