Job Description
Job Description
Our client seeks an accomplished professional to lead IT Service Management as Senior Manager – ITSM. The role drives strategic direction and operational excellence across IT services, ensuring reliability, strong governance and continuous improvement. It underpins the organisation’s financial stability mandate, business continuity priorities and digital transformation by embedding leading ITSM practices and service‑delivery discipline.
Location : Harare
Duties and Responsibilities
Duties
❖ Lead the formulation, implementation and optimisation of the organisation’s IT Services Strategy and ITSM processes.
❖ Ensure service delivery meets defined SLAs and KPIs while embedding a strong service‑centric culture.
❖ Align ITSM practices with ISO/IEC 20000, ISO/IEC 27001, COBIT and internal governance, audit and regulatory requirements.
❖ Oversee IT service risk management, resilience planning and coordination with BCP/DR teams to meet RTOs and RPOs.
❖ Direct high‑severity incident response and drive proactive problem and trend management.
❖ Develop executive dashboards and reports on service performance, risks, compliance and improvement initiatives.
❖ Lead, mentor and develop ITSM staff while fostering strong collaboration between IT and business users.
Qualifications and Experience
❖ 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.
How to Apply
Qualified Candidates submit your cvs to rutendo.mudiwa@proservehr.com or calistas.bumhira@proservehr.com