SENIOR MANAGER – IT SERVICE MANAGEMENT – Lorimak Africa

Key Responsibilities

• Formulate and implement the organisation’s IT Services Strategy, in line with leading practices in IT Governance and Management and the organisation’s digital transformation objectives.
• Lead the design, implementation, and optimization of ITSM processes.
• Ensures services are delivered in line with defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Champion a service-centric culture across IT and business stakeholders.
• Ensure ITSM processes align with ISO/IEC 20000, ISO/IEC 27001 and COBIT frameworks.
• Oversee compliance of ITSM processes and capabilities with internal policies, audit requirements and regulatory standards.
• Identify, assess and mitigate risks associated with IT service delivery.
• Work with Business Continuity and Disaster Recovery teams to ensure IT service resilience.
• Maintain readiness to achieve Recovery Time Objectives (RTOs) and Recovery Point Objectives (RPOs).
• Coordinate response to high-severity incidents, ensuring minimal business disruption.
• Develop and implement IT Services and systems performance dashboards for executive management, highlighting performance, risks and opportunities.
• Track trends in incidents/problems to proactively prevent future disruptions.
• Report service performance, compliance status and improvement initiatives to the IT Management team.
• Lead and mentor ITSM staff.
• Drive skills development and training in ITSM best practices.
• Foster a collaborative culture between IT and business users.

Requirements

• Bachelor’s degree in Information Technology, Computer Science or related field.
• A relevant Master’s degree is an added advantage.
• ITIL v3 Intermediate – IT Service Strategy a must v4 Managing Professional or higher certification required.
• Additional certifications in ISO/IEC 20000, COBIT, or Project Management (e.g., PRINCE2, PMP) desirable.
• 5 years’ progressive experience in IT Management, with at least 3 years in IT Service Management.
• Experience in financial services, government, or mission-critical environments highly advantageous.
• Expertise in ITIL-aligned service management processes.
• Strong knowledge of service monitoring tools, ITSM process automation platforms.
• Understanding information security, business continuity and risk frameworks.
• Data-driven decision-making using KPIs, SLAs and performance analytics.
• Strong leadership and people management skills.
• High-level communication and stakeholder engagement.
• Analytical and strategic thinking ability.
• Resilience, integrity, and sound judgment under pressure.
• Strong customer service orientation.

How to Apply