Position purpose:
To support clients and / or end users with resolving issues pertaining to SAGE systems, hardware and/ or software and general facilities.
Managing the IT function to ensure that the business unit service level agreements are met or exceeded.

Scope:
Sage group, AAMEA and organisational initiatives, projects, goals and day-to-day tasks. Implementing and enforcing corporate policies and procedures applicable to the IT department.
Technical strategy development for the ongoing improvement of the information services at Sage South Africa.

IT SERVICE LEVELS:
IT service managers will manage a team of individual that deliver software and hardware support to end-users for multiple operating companies in line with the business service level agreement policy. This will include meeting minimum service level agreements for:
Software
Resolving escalations from SAGE end-users and/or clients for software applications. If unable to directly resolve issues personnel are expected to report and escalate the appropriate SAGE support / management personnel.
Hardware
Manage the implementation, configuration, support and incident resolution from end-users relating to IT hardware and infrastructure. The role may include limited support or management of processes that require escalation to other SAGE personnel and/or 3rd party vendors.
Vendors
IT service managers are responsible for building strong vendor relationships to assist Sage in reaching their customer service and strategic goals.

Education and Experience:
College and/or tertiary education is preferable, but applicants with a strong matriculation certificate and numerous IT qualifications with at least 5 years’ experience working in an IT environment and managing staff will be considered.
Typical qualifications include B.Com, Bsc., CISSP, Itil, Cobit.
Candidates have typically worked in roles that include managing a team of 5 or more individuals and have experience in staff management, management and implementation of key-performance areas and indicators and the implementation of skills development programs.
Candidates have experience with budget preparation and tracking financial spend with regards thereto.
Candidates have project management experience and the ability to effectively manage team resource to achieve strategy and objectives.
Candidates have experience managing suppliers and service delivery.