Sub-Product Owner IT Service Management (Contract) GautengHybrid ISB9701663

Lead the strategic direction of enterprise-wide IT Service Desk operations driving AI-driven innovations and delivering exceptional service experiences across global automotive IT systems!

Become the product visionary behind mission-critical IT service management where your leadership will shape the future of intelligent service delivery chatbot integration and operational excellence for international business operations!

Senior product ownership with AI-driven service desk transformation and strategic planning

Hybrid and remote working flexibility with 1960 flexible annual hours

Leadership role with team mentorship stakeholder management and cross-functional collaboration

POSITION: Contract: 01 January 2026 31 December 2028

EXPERIENCE: 6-8 years related experience

COMMENCEMENT: 01 January 2026

LOCATION: Hybrid: Menlyn/Home Office rotation

TEAM: IT Service Desk Operations & AI-Driven Service Support

Products and Services for Group enterprise-wide IT service desk focusing on end-to-end operations management AI technology integration self-service capabilities and high-performance service delivery aligned with IT strategy and business goals.

Qualifications / Experience

Minimum mandatory qualifications:

• Bachelors degree in Information Technology Computer Science or a related field (preferred)

Minimum mandatory experience:

• At least three years of experience in a leadership role within an IT service desk or IT operations environment
• Prior experience managing high-volume service desks and implementing AI-driven solutions is highly desirable

Advantageous experience:

• Information Technology qualification (degree/diploma)
• Experience with provider/contract management (SLAs & KPIs)
• Technical experience with Data & Analytics
• Exposure to DevOps practices

Essential Skills Requirements

Language & Communication:

• Fluent in Business English and Business German (verbal & written)
• Excellent communication and stakeholder management skills

IT Service Management:

• ITSM / IT Operations Frameworks (e.g. ITIL)
• IT Service Delivery & Incident Management
• Strong familiarity with ITSM platforms (ServiceNow)

Technical & Analytical:

• Strong analytical and problem solving skills with high attention to detail
• Familiarity with AI-driven service support (NLP ChatBots Machine Learning)
• AI technologies (such as chatbots or machine learning tools)
• Data analytics capabilities

Soft Skills:

• Strong leadership and team management abilities
• Ability to work interdependently and deliver results on time with excellent quality
• Self-starter with strategic thinking and continuous improvement mindset
• Excellent organizational and presentation skills
• Problem solving capability
• Above board work ethics - this is of utmost importance
• Flexibility to take up different tasks and responsibilities
• Ability and willingness to mentor and develop team members

Advantageous Skills Requirements

• Experience with provider/contract management (SLAs & KPIs)
• Technical experience with Data & Analytics
• Exposure to DevOps practices
• Understanding of Agile methodologies
• Experience with process optimization and innovation
• Knowledge of emerging technologies in IT service management

Role Requirements

• Service Desk Operations Management: Oversee IT Service Desk Operations and manage the end-to-end operations of the IT service desk ensuring alignment with the Groups IT strategy and overall business goals
• AI-Driven Innovation: Drive AI-Driven Improvements by leading initiatives to integrate AI technologies into the service desk enhancing self-service capabilities and reducing manual intervention
• Team Leadership: Lead and mentor the IT service desk team fostering a culture of continuous improvement and high performance. Delegate tasks manage workloads and ensure professional development
• Stakeholder Collaboration: Act as a key liaison between the IT service desk and other internal departments ensuring that business needs are understood and addressed. Communicate effectively with stakeholders to prioritize features and improvements
• Performance Management: Oversee and validate performance metrics including monthly ticket volumes and interaction counts and ensure accurate reporting for invoicing and service quality
• Strategic Planning: Contribute to strategic planning by identifying areas for process optimization and innovation particularly around adopting new technologies and methodologies like Agile and DevOps
• Product Development: Develop operations of a clearly defined product scope regarding software or IT solutions for all relevant internal functions and if applicable external partners
• Strategic Direction: Be responsible together with stakeholders to determine the strategic direction of the product and prioritize the content of the product backlog in terms of available resources such as budget and capacity and customer benefit
• Operations Management: Manage all activities which are necessary for the development operations and maintenance of software and IT solutions
• Continuous Improvement: Foster a culture of continuous improvement and drive operational excellence across the service desk

NB:

South African citizens / residents are preferred. Applicants with valid work permits will also be considered. By applying you consent to be added to the database and to receive updates until you unsubscribe. If you do not receive a response within 2 weeks please consider your application unsuccessful.

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