IT Service Manager at Reverside Software Solutions

About the position

Reverside is an established IT services provider delivering Software Development, IT Resourcing, Digital Transformation, and Systems Support solutions. We partner with leading organisations to deliver innovative technology solutions and drive measurable business value.

We are looking for an experienced Female IT Service Manager, she will be responsible for the end-to-end management, delivery, and continual improvement of IT services across the organisation. This role ensures IT services are reliable, secure, cost-effective, and aligned to business needs.

The role oversees service operations, SLAs, incident/problem/change management, vendor performance, and service improvement initiatives. It is both strategic and hands-on, ensuring high availability, minimal downtime, and strong.

Key Responsibilities:

• Lead IT service strategy, delivery, and continuous improvement.
• Manage incident, problem, request, and change management processes.
• Define and monitor SLAs, OLAs, and service KPIs (MTTR, uptime, CSAT).
• Lead and develop IT support and operations teams.
• Manage IT service budgets, vendors, and contracts.
• Ensure compliance with POPIA, security standards, and internal policies.
• Drive monitoring, alerting, and proactive incident detection.
• Oversee vulnerability management, patching, and security remediation.
• Maintain service catalogue, CMDB, and knowledge base.
• Produce service reports and dashboards for senior management.
• Ensure integration of monitoring tools with ITSM platforms.

Qualifications & Experience

• Bachelor's degree in IT, Computer Science, or related field.
• 5-7 years IT operations/service management experience.
• Minimum 3 years in a leadership role.
• Experience in enterprise or multi-vendor environments preferred.
• Familiarity with POPIA and South African regulatory context is advantageous.

Skills & Competencies

• Strong leadership and stakeholder management.
• ITIL-based service management knowledge.
• Solid understanding of infrastructure, cloud, and cybersecurity.
• Strong analytical and problem-solving skills.
• Excellent communication and business acumen.
• Ability to work in fast-paced environments.

Certifications (Advantageous)

• ITIL 4 Foundation (or higher)
• PMP / PRINCE2
• CISSP / CISM / CRISC
• AWS certification

Desired Skills:

• IT Service Management
• IT Operations Management
• Service Delivery Management
• SLA & OLA Management
• Stakeholder Management
• ITIL Framework
• Infrastructure Management
• Cloud Technologies
• Cybersecurity Management
• POPIA Compliance
• AWS
• CISSP / CISM / CRISC
• PMP / PRINCE2
• ITIL 4 Foundation

Desired Work Experience:

• 5 to 10 years IT Project Administration / Management

Desired Qualification Level:

• Degree