Key Responsibility Area 

• Accountable for ITIL Life Cycle Management (Service Strategy) relevant to Demand, Financial and Service Portfolio Management for services provided to Government thereby ensuring that risks to services as a result of poor strategic positioning effectively managed in order to provide excellent service delivery. 
• Accountable for ITIL Life Cycle Management (Service Design) relevant to Capacity, Availability, IT Continuity, Service Level, Service Catalogue, Supplier and Information Security for services provided to Government thereby ensuring that risks to services as a result of poor design principles are effectively managed in order to provide excellent service delivery. 
• Accountable for ITIL Life Cycle Management (Service Transition) relevant to IT Change & Release Management as well as Service Asset and Configuration Management for services provides to government thereby ensuring that risks to services as a result of IT changes are effectively managed in order to provide excellent service delivery. 
• Accountable for ITIL Life Cycle Management (Service Operations) relevant to all types of incidents, requests, events, access and problems raised against SLA / OLA and underpinning contract requirements and highlight areas of performance risks in order to provide excellent service delivery. 
• Development, implementation and management of delivery of service management center services in order to perform end-to-end service management functionality. 
• Implement the performance management policy to ensure optimum performance output to enhance service delivery. 

 Qualifications and Experience 

• Minimum: 3 Year Relevant tertiary qualification in Computer Science, Information Technology or related field at NQF Level 6. An ITIL Certification will be an added advantage.
• Experience: A minimum of 8 – 9 years’ experience in Service Management principles aligned to good practice methodologies, including: Experience in Relationship Management. Experience in people management, team management, project management. Experience general Financial management. Experience in development, implementation and application of the good practice methodologies and processes, i.e. (ITIL, COBIT, ISO). Experience in service escalation management Experience in leading Service Level engagement with clients Experience in Service Level performance reporting and Experience in enforcing adherence to processes and policies.