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
SaFe / 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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