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 RESPONSIBILITIESDevelop and implement a robust ITSM strategy that aligns with Santam's business objectives, ensuring continuous improvement and optimization of IT services.Oversee the centralized service desk operations to ensure timely and effective incident response, resolution, and escalation where necessary.Establish strong problem and change management processes to minimize downtime, mitigate risks, and ensure smooth transitions in IT infrastructure and services.Lead the development of a systems monitoring center focused on observability, ensuring proactive management of infrastructure and application health.Define, monitor, and ensure compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet business and customer expectations.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.Ensure ITSM processes are compliant with ITIL best practices and corporate governance standards, while aligning with industry regulations and internal policies.Lead, mentor, and develop the ITSM team, including service desk, incident, problem, change management personnel, fostering a culture of continuous improvement and professional development.QUALIFICATIONS AND EXPERIENCERelevant tertiary IT qualification (BSc or BTech degree)ITIL Intermediate/Expert (Mandatory) & ITIL V415 Years of IT overall Operational ExperienceA minimum of 10 years of experience in IT operations8 years with significant responsibilities for managing IT Service Management (ITSM), systems support, and core business applications.COBITSaFe / AgileADDITIONAL SKILLSHighly competent in problem solving and troubleshooting at application and network infrastructure levelsStakeholder management at a senior level in the organisationResearch and presentation skillsMust be able to work in a highly pressurised and dynamic environmentInvestigation and analysis of informationPlanningEffective communication of technical guidance and instruction to team membersAbility to write technical instructions in the use of programs and/or program modificationsAbility to accept accountability for actions and decisionsAbility to manage a team of technical experts, provide career planning guidance and goal settingCOMPETENCIESFlexible and adaptableDrive resultsDriving strategyClient focusCultivate innovationChange leadershipDecision makingContinuous learningTeam-focused leadershipBusiness and commercial acumenABOUT THE COMPANYSantam 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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