Specialist: Service Enablement & Operations

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The occupant will be required to lead end-to-end operational service delivery by owning both customer-facing support (L1) and system stability (L2) through the BMC Helix ITSM platform, driving excellence with AI-powered automation, modern practices, and seamless integrations.

• Own and direct end-to-end IT service operations for Level 1 (Customer Support) and Level 2 (Service Stability), ensuring high performance and continuous improvement.
• Implement and optimize AI-powered support tools, including HelixGPT, Voice AI, and Virtual Agents, to enhance customer experience and achieve deflection rate targets.
• Manage the complete incident lifecycle and lead problem management processes, focusing on root cause analysis, reducing Mean Time to Restore (MTTR), and preventing recurring issues.
• Drive the operational adoption and effective use of the BMC Helix ITSM platform, including Smart IT, Digital Workplace Platform (DWP), and mobile capabilities, across all service teams.
• Oversee omnichannel support (phone, email, chat, portal) and lead service desk teams to achieve high First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.
• Manage the service request lifecycle and own the change control process, driving automation for standard changes and maintaining a high change success rate.
• Own and manage Service Level Agreement (SLA) compliance, track operational metrics (MTTR, FCR, availability), and produce performance dashboards to drive data-informed decisions.
• Build and maintain a comprehensive knowledge base to enable AI-powered recommendations, agent-assisted resolution, and effective self-service for end-users.
• Ensure operational teams leverage the CMDB for impact analysis and maintain the relevance of the service catalog as the primary interface for service requests.
• Build a high-performance culture by leading, coaching, and developing teams on the BMC Helix platform, AI tools, automation, and modern ITIL service management practices.

Change Management

Artificial intelligence (AI)

Customer Experience Management

IT Service Management

Job Match

Adapting and Responding to Change

Analysing

Delivering Results & Meeting Customer Expectations

Deciding & Initiating Action

Planning & Organising

NQF 4:
Grade 12 National Diploma

OR NQF 7: 3 year Bachelors Degree in Information Technology or related field

Minimum of Five (5) years’ experience in IT service management, BMC Helix Platform Expertise, AI & Automation Implementation, ITIL Framework Application and Operational Excellence

OR

At least Seven (7) years’ experience in IT service management, BMC Helix Platform Expertise, AI & Automation Implementation, ITIL Framework Application and Operational Excellence; or

ITIL Expert an Advantage

BMC Certified

Level of engagement - Interact with similar levels, Executive levels, and various stakeholder internal and external to BCX.

Span of control = 5 - 8