Service Manager Ii (Ova4013)

Hiring a skilled Service Manager for one of SA's leading banks on an 8-month contract with a hybrid working arrangement.Location: Preferably Cape Town Clocktower; however, remote work within a main center in South Africa is acceptable depending on the resource's skillset.Citizenship: South African citizens only.Purpose: The primary purpose of this role is to draft, negotiate, agree, and sign off Service Level Agreements (SLAs) between Group Technology and internal business partners. You will act as the ongoing custodian of these SLAs, overseeing the alignment and management of IT services through a process of definition, agreement, operation, measurement, and review. This includes monthly monitoring and reporting on operational performance against SLA requirements and taking action to address any negative variances in performance in line with the agreed SLA.Special Skillset Required:ServiceNow Knowledge Management expertise is essential.Key Duties:ServiceNow Knowledge Management Implementation: Implement and manage the ServiceNow knowledge management framework for efficient storage, easy retrieval, and effective capture of new knowledge.Collaboration: Work closely with colleagues to optimize information storage and usage.Knowledge Base Maintenance: Manage the centralized hub that stores and organizes information for internal staff, ensuring all employees have access to critical information.Data Access: Implement user-friendly search tools to ensure easy access to data and company knowledge.Knowledge Sharing Culture: Promote a work environment that values and encourages knowledge sharing.Reporting: Provide monthly statistics for management reporting for digital channels.Portal Taxonomy Maintenance: Maintain the ServiceNow Portal taxonomy.Agile Environment: Work effectively in an Agile environment.Virtual Agent Meetings: Actively participate in ServiceNow's Virtual Agent operational meetings.Internal Communication: Manage internal communication within ServiceNow.Portal Management: Oversee banners and announcements on the ServiceNow End User Portal.Requirements:Bachelor's degree.SAFe Agile Methodology certifications.ITIL4 certification.Solid experience in implementing ServiceNow knowledge bases.Experience in constructing analytics of Knowledge Base usage.Excellent verbal and written communication skills.
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