About the position
Reverside is an established it services provider focusing on delivering high-quality software development, it resourcing, digital transformation, and systems support solutions. We are always looking for skilled professionals to join our growing team and contribute to innovative technology projects across various industries.
The IT Service Manager is 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 user experience.
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.
Requirements:
- 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.
Advantageous:
- ITIL 4 Foundation (or higher)
- PMP / PRINCE2
- CISSP / CISM / CRISC
- AWS certification
Desired Skills:
- ITIL
- Cloud Platforms
- Cybersecurity
- POPIA
Desired Qualification Level:
About The Employer:
