ITIL V4 & COBIT Certified ICT Service Operations Manager

ITIL V4 & COBIT 2019 Certified ICT Service Operations Manager

4 Sep 2026 - 4 Oct 2026

Contractor

JHB
007320

Information Technology

Our client based in Pretoria is looking for an ITIL V4 and COBIT 2019 Certified ICT Service Operations Manager on a 12 months contract. The Service Manager must hold a Bachelor’s degree in IT, Computer Science or Information Systems
. Must be well versed in Service Management, Service Design, Governance, Tolling, Supplier Management, Change Enablement, Stakeholder Management, good communication skills, Data and Analytics.

• Matric plus Bachelor’s degree in IT, Computer Science or Information Systems
• ITIL 4 Managing Professional or ITIL v3 Expert Certified
• Certified as COBIT 2019 Implementor

Assessment of the current state (As-Is) of service delivery within the company ICT Department. This assessment will establish a baseline for the existing Service Delivery model, covering several critical areas:

• Service Desk Operations:
  Evaluate the current operations of the Service Desk to understand its effectiveness and efficiency.
• Request Fulfilment:
  Assess how well the fulfilment of requests aligns with the ICT Service Standard.
• Inventory Management:
  Assess how well current asset management and inventory management process aligns to the ICT Service Standard.
• Backlog Assessment:
  Review and analyse the backlog of all incidents and service requests to identify trends and bottlenecks.
• ITSM Tooling Review:
  Examine the effectiveness of the current IT Service Management (ITSM) tools to determine if they meet the department's needs.
• Customer Satisfaction and Pain Points:
  Gather feedback from customers and stakeholders to identify areas of dissatisfaction and operational challenges.
• Standards Alignment:
  Determine the department's alignment with industry standards and frameworks, including ITIL, COBIT, and ISO.
• Customer
  
  Experience:
  
  Conduct interviews with customers to assess their experiences and gather insights.
• The assessment phase also requires compiling an inventory of the current Service Catalogue including:
  Documenting the existing service offerings.
• Identifying service owners responsible for each service.
• Developing a taxonomy to categorise and define the services provided.

• Develop a strategy and Target Operating Model or Service Delivery Model for approval, including:
  Service Delivery Blueprint:
  Develop a blueprint for the target operating model, founded on established service management principles. Incorporating a Channel and support model (L1/L2/L3), including shift and on-call patterns, a Service ownership model, outlining the roles and responsibilities of Service and Process Owners, a Governance structure to ensure oversight and accountability of service management, and a Service integration model to support seamless service delivery.
• Process Architecture: Design end-to-end process maps, establish RACI matrices to clarify roles and responsibilities, and define key service management roles in detail.
• Service Governance Framework: Develop a framework to govern the delivery and management of ICT services, ensuring consistency and compliance to defined principles, policies, procedures and standards.

Develop a comprehensive Service Catalogue, which will detail:

• The full range of services provided by the ICT Department.
• An SLA/OLA framework to define service level agreements and operational level agreements.
• A KPI reporting framework to track and communicate performance against agreed metrics.

• Reviewing the current ITSM configuration and proposing an improvement plan.
• Assessing data quality within ITSM systems and recommending improvements.
• Developing a strategy for Configuration Management Database (CMDB) implementation and use.

Implement and ope rationalise new or improved service mangement processes including. Developing Standard Operating Procedures (SOPs) and playbooks, including:

• Major Incident Playbooks
• Change Management Procedures
• Imp…