IT Service Manager
Woodmead
R25000 per month plus incentives

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.
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.

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.
Personnel that exhibit one or more of the below attributes or skills are more likely to enjoy and excel in the role of an IT service manager:
Competent in the line-management of staff as the position has direct line responsibility for approximately 5 staff members. Previous experience in the supervision of staff is essential.
Continued systems project management and hardware/software training to increase knowledge and improve ability to respond to client/user requirements in a high-quality and highly organized manner.
Strong inter-personal and teamwork skills
Initiative, creativity and effective planning in anticipating and addressing a broad range of business, system and departmental problems.
Problem resolution skills pertaining to project and staff management
The ability to operate independently without direct supervision.
The ability to manage a heavy workload with the capability to prioritize multiple tasks/projects on an ongoing basis in a deadline pressured environment.
The ability to accept responsibility and be accountable for tasks assigned and is willing to accept additional responsibilities.
Customer service skills requiring a responsive, proactive and friendly disposition with a strong sense of urgency and on-going feedback and communication.
Typical duties include the following:
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.
As part of a global, IT policy and procedural framework, IT service managers will be responsible for reviewing and managing the completion of daily, weekly, monthly, quarterly and annual checklists to ensure compliance with group controls and ensure good audit results.
IT PROJECTS
IT service managers will be allocated and will be responsible for allocating projects and tasks.
IT DOCUMENTATION, BUSINESS CONTINUITY AND DISASTER RECOVERY
IT service managers must generate and enforce policies and procedures for end users as well as the IT function. In addition procedural documentation may require additional review by the IT service manager (for example IT checklists). IT service managers must create, maintain and use documentation and must:
- Develop a systematic approach to maintaining, creating and using all policies, procedures and workflows within the department.
Ensure, in conjunction with applicable management, that all required policies and procedures concerning the day-to-day running of the department are documented and in place.
- Question, critically analyse and suggest alternative methods of performing both one-off as well as routine tasks in the IT department or business.
- Maintain documentation and reference materials. Ensure documentation and reference materials are organised in a manner which is easily accessible to SAGE staff and end-users. Keep documentation materials current and distribute to appropriate contacts.
IT service managers must prepare plans and budgets and manage spending levels and activities relating thereto.
Business continuity and disaster recovery plans must be generated for all key systems and reviewed continuously for suitability. IT service managers are expected to ensure business continuity across the information technology infrastructure with network, hardware and WAN uptime exceeding 97%
IT STAFF MANAGEMENT
IT service managers are managing staff training and personal growth including:
Recruiting, retaining and developing staff to ensure service level agreements with the operating companies are met.
Participating in staff management, performance counselling and training.
Providing periodic, regular and meaningful feedback to the staff in the department (for example IT departmental meetings)
Developing and maintaining a skills development plan for staff members.
Performance measurement
Performance will be measured quarterly based on the following key performance areas and indicators:
IT SERVICE LEVELS
Ensure the IT function meets or exceeds the business unit service level agreements.
IT CHECKLISTS
Ensure checklists are completed 100% of the time with 100% accuracy within the agreed timeframe and relevant escalation processes executed as per agreed policy.