IT Service Manager

Reverside is an established it services provider focusing on delivering high-quality software development it resourcing digital transformation and systems support solutions. We are always looking for skilled professionals to join our growing team and contribute to innovative technology projects across various industries.

The IT Service Manager is responsible for the end-to-end management delivery and continual improvement of IT services across the organisation. This role ensures IT services are reliable secure cost-effective and aligned to business needs.

The role oversees service operations SLAs incident/problem/change management vendor performance and service improvement initiatives. It is both strategic and hands-on ensuring high availability minimal downtime and strong user experience.

Key Responsibilities:

• Lead IT service strategy delivery and continuous improvement.
  
• Manage incident problem request and change management processes.
  
• Define and monitor SLAs OLAs and service KPIs (MTTR uptime CSAT).
  
• Lead and develop IT support and operations teams.
  
• Manage IT service budgets vendors and contracts.
  
• Ensure compliance with POPIA security standards and internal policies.
  
• Drive monitoring alerting and proactive incident detection.
  
• Oversee vulnerability management patching and security remediation.
  
• Maintain service catalogue CMDB and knowledge base.
  
• Produce service reports and dashboards for senior management.
  
• Ensure integration of monitoring tools with ITSM platforms.
  

• Bachelors degree in IT Computer Science or related field.
  
• 57 years IT operations/service management experience.
  
• Minimum 3 years in a leadership role.
  
• Experience in enterprise or multi-vendor environments preferred.
  
• Familiarity with POPIA and South African regulatory context is advantageous.
  

• ITIL 4 Foundation (or higher)
  
• PMP / PRINCE2
  
• CISSP / CISM / CRISC
  
• AWS certification