IT Service Manager

Swan IT is currently looking for an IT Service Manager to join a manufacturing company in Cape Town. They will be working closely with the Consumer Experience (CX) function to develop and own the standard methodology regarding all client interfacing technology, including full project management, consumer technology processes, services, software, and data management.

Responsibilities:

• Solve business problems by carrying out proof of concepts, projects, etc. with innovative approaches and project methodologies such as FastForward, Agile, SCRUM, Design thinking, etc.


• Co-lead major projects in the CX area through the provision of digital platforms that support the customer journey.


• Apply project management, organisational change, service management methodology, and usability practices based on known solutions, applications, and good practices to ensure standard alignment.


• Ensure an excellent service is provided to business functions and drive continuous improvements in the Reduced Risk Products (RRP) & Analytics system focusing on vendor management and system integration.


• Support IT auditing and controls activities


• Act as a service manager for Consumer Experience services


• Enhance the current Run & Support model and service management/organisational change strategy, including continuous service improvement for IT-related incidents/changes


• Apply project management, organisational change, service management methodology, and usability practices based on known solutions, applications, and good practices to ensure standard alignment.


• Ensure that measures to improve quality and reduce risk are implemented in projects, such as risk analysis, impact assessments, needs assessments, financial analysis, test planning and execution, and contingency and deployment plans.


• Enhance the current Run & Support model and service management/organisational change strategy, including continuous service improvement for IT-related incidents/changes

Requirements:

• Completed Tertiary Qualification


• 10-15 years of IT service and data management experience


• Agile Certification (Agile PM, Scrum, etc.) is required


• ITIL v4 and COBIT certification is a non-negotiable


• At least 4 years of experience managing IT Projects within a consumer space is crucial


• FMCG or Banking experience will be highly beneficial


• A strong understanding of system integration, Vendor Management, Operational risk and resilience, Business Process improvement methods as well as risk-related control frameworks and practices


• Ability to deliver results in global, matrixed environments comprised of internal and external stakeholder


• Strong understanding of data flows, data sources, system integration

Apply today to hear more!