Job Description

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EHOD Service Management

Gauteng Market Related
Sector: IT / Computers / Software
Posted: Monday, 20 June 2022

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Job Details


An IT Services company is looking for an Executive Head of Department to be the principle contact between all teams, internal / external, suppliers and most importantly customers and business, to ensure that service delivery offered to customers/business are delivered and managed in line with standards and in accordance with agreed and contracted SLA’s and service governance..




Service Strategy               

  • Primarily involved in the development, evolution and approval of the long-term vision for Service Management.
  • Core fundamentals of the strategy will include
    • Market relevance
    • Differentiating
    • Industry leadership
    • Value adding


Service Design  

  • Guides and directs the build of the Service Design to ensure the incorporation of:-
    • Standards
    • Customer needs
    • Efficiencies
    • Industry leadership
    • Catalogue services


Service Transition            

  • For the take on and transition of service into a client environment, this will require sign-off of the associated Scope of Work ensuring that the expected deliverables are aligned with the defined standards, service catalogue, SLA’s.
  • Additional or new services must be facilitated either with internal development or external 3rd parties, all of which must by service and contractually compliant.
  • Schedule management will be controlled and coordinated from this position


Service Delivery               

  • The Service delivery framework controlled from this position must be within good governance. This implies that all SLA’s/OLA’s are in accordance with industry standards, realistic and achievable. They must all be measurable, recordable and outcomes based
  • Service Delivery must also be within the financial parameters of the respective SOW’s. These financial parameters of resourcing, overtime and infrastructure and tooling requirements must be measured against the positive profitability of the respective SOW’s and will get measured as such, profitability.
  • A key component of Service Delivery is the means by which the delivery element is bridged to the client, i.e. Service Delivery Management. This will be facilitated by client/technology grouped services under a designated Service Delivery Manager for which you will be responsible for recruitment, management and guidance towards effective Service Management.


Service Improvement    

  • Service improvement is an expectation that is continuum with the following as fundamental to the process:-
    • Value adding
    • Innovative
    • Automation


Qualifications & Experience:


  • A commercial degree i.e. B-Com or Diploma in the related field is compulsory
  • MBA or relevant market experience managing staff and customer expectations will be advantageous.
  • ITIL/Agile Certification – An ITIL Manager Certification will be strongly advantageous.
  • 10 to 15 years’ Service Management experience
  • Experience in managing IT Managed Service Contracts, Infrastructure & Application type projects


Core competencies, knowledge and experience


  • People management skills
  • Good customer relationship skills
  • Dedicated personality with a sense of urgency.
  • Process driven personality
  • Ability to meet deadlines – and work under pressure
  • Attention to detail and a passion for quality
  • Good communication skills required – written & verbal
  • High energy levels and commitment required
  • Must have a strong drive to work in a team.
  • Ability to handle conflict and to resolve problems.
  • “Can Do attitude”