By clicking above you agree to the PNet Terms of Use .Read our full Data Protection Policy here .You may unsubscribe at any time from PNet emails and services. First preference will be given to candidates in accordance with the company’s EAP requirements and/or as defined in the Employment Equity Act. The purpose of this role is to provide specialist IT Service Management functions to the organisation, and to help manage the governance, risk and compliance portfolio. IT Service Management capabilities, skills and roles required are: Incident & Problem Management Change & Release Management Configuration & Capacity Management The responsibility of this role is to drive the planning and execution of incidents, changes, configuration and capacity management disciplines, for the organisation from initiation to post-implementation review as well as to develop and refine the ITSM practices for the organisation including project management disciplines, technology changes and people change elements. In addition, this role is to coordinate the activities of the ITSM management team. Duties & Responsibilities Change Management: Select the methodologies that will be used in the organisation for change management for people, process and technology changes. Consult with existing project teams, IT colleagues and Human Resources to confirm the appropriateness of the methods selected (for example LEAN for process design, AGILE for technology development or PROSCII for change management). Develop and continuously refine the change management governance policies processes. Ensure that the processes are approved by the Chief Operating Officer. Help project managers and other colleagues involved in change management to understand the methodology, governance requirements and process. Conduct delivery assurance and governance audits on projects completed by the change team and in other parts of the organisation to monitor adherence to the requirements. Support teams to improve the quality of their record keeping and processes when deficiencies are identified. Drive the approval of project plans, timelines, budgets and resources for change management initiatives. Participate in decision making forums where projects and changes are prioritised. Review the overall book of work on a monthly basis to identify interdependencies and to identify integration opportunities. Ensure that project teams work closely to maximise the re-use of information and materials. Identify change owners and executive sponsors for each project. Ensure that they are briefed on their responsibilities and that they commit the time and resources to effectively contribute. Conduct high level and detailed change impact assessments for the portfolio of work that will be delivered in the current and future years. Develop change management plans that cover resource requirements (internal and external resources), financial elements, risk management, communication, training and stakeholder engagement plans. Develop risk- and resistance mitigation plans and assessments tools and ensure that project managers are trained on the use of these. Direct the work of business analysts by defining the objectives and deliverables. Assist the business analysts in interpreting data and formulating recommendations on changes, process designs and technical designs. Assume the role of project manager for strategic or large scale change initiatives or as required by the Chief Operating Officer and gain assistance and buy-in from senior management, HR, communications, finance, marketing and all other relevant parties to achieve project objectives. Track the progress of change initiatives and take corrective action or escalate to the Chief Operating Officer if required. Oversee the process of business readiness assessment before the go-live of new projects. Provide recommendations to the Chief Operating Officer and the business owner of the project on whether to approve the go-live. Project Reporting: Compile monthly and quarterly project reports and dashboards containing progress, milestone achievement, financial reports, risks and issues. Provide change journey maps and progress reports indicating the end user acceptance of business changes and actions that are being taken to ensure the effective deployment of changes. Prepare change portfolio reports for submission to the Ithuba executive team on request. Monitor the benefits realisation of change projects against the benefits that were scoped in the business case. Highlight deficiencies to project owners. Gain support from Finance for complex financial calculations and valuations. Management and Administration: Coordinate the activities and schedules of the change management team by allocating business analysts, project managers and process engineers to projects and initiatives based on their skill level and business priorities. Manage the budget and resources allocation within the change management team. Report on the state and availability of resources to the Chief Operating Officer on a monthly basis. Oversee training and development of staff. Ensure that staff are competent and knowledgeable with regards to change management principles as well as the applicable methodology and technology. Conduct research into the latest trends with regards to methodology and technology related to change management and incorporate applicable principles into the organisation’s change management strategy in collaboration with the Chief Operating Officer. Conduct performance appraisals within the change management team and employ performance management principles to ensure the continued development of its members. Build and maintain relationships with key parties across the organisation to promote the objectives of the change management team and to ensure effective open communication channels in the case of organisation wide change initiatives. Desired Experience & Qualification Skills Experience in all ITSM service management disciplines, ITIL and/or ISO 20000 Change Management Release Management Configuration Management Capacity Management Experience in managing ITSM in a ICT organisation, and working with ITSM Service Desk toolsets Excellent understanding of the organization’s goals and objectives. Knowledge of applicable data privacy practices and laws. Excellent written, oral, and interpersonal communication skills. Ability to conduct research into systems issues and products as required. Ability to communicate ideas in both technical and user-friendly language. Highly self motivated and directed, with keen attention to detail. Proven analytical and creative problem-solving abilities. Able to prioritize and execute tasks in a high-pressure environment. Ability to work in a team-oriented, collaborative environment. Deciding and Taking Action Providing Leadership and Supervision Team-working and Supporting Communicating and Presenting Writing and Reporting Applying Expertise and Technology Problem Solving Creating and Innovating Qualifications & Exprience Academic Qualification(s): Qualification(s) Required: ITIL Certification Qualification(s) Preferred: ITIL Advanced ISO 20000 COBIT / MOF Experience Required: 4+ years experience in an IT Service Management function Experience Preferred: 8+ years experuence for all ITSM disciplines (incident, change and configuration, capacity) Package & Remuneration up to R360 000.00 Total Cost to Company per annum - depending on skills, knowledge and experience Interested? 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