Location: ZA, GP, Johannesburg, 30 Baker Street The Service Owner is responsible for overseeing the alignment of IT services with business goals and ensuring the delivery of seamless and high-quality IT solutions. This role serves as the primary liaison between business stakeholders and IT teams, ensuring that IT services, infrastructure, and technology initiatives support business operations effectively. The incumbent will lead cross-functional teams, coordinate service management activities, and drive continuous improvement in IT service delivery to meet evolving business requirements. The role requires an in-depth understanding of both business processes and technology, alongside a strategic mindset to drive innovation and optimize service delivery. Qualifications Degree/Diploma in BSc / BCom in Information Systems/ Business Management or relevant work experience. Project Management Certification. ITIL Foundation. Industry Recognised Business Process Certification. Experience Required: Professional experience in IT service management or business technology services, with a proven track record of managing IT service delivery. Leadership or supervisory role, overseeing cross-functional teams, managing business-critical IT services, or leading IT projects. Experience in a large, complex business environment (corporate, government, or enterprise-level) is highly preferred. Demonstrated experience in managing end-to-end IT projects, with a solid understanding of project management methodologies such as Agile, Scrum, or Waterfall. Excellent communication skills with experience in engaging with Business partners and translating technical Requirements into Business Value. Additional InformationKey Responsibilities: Lead and oversee the end-to-end delivery of IT services to business units, ensuring high levels of customer satisfaction and operational efficiency. Establish and manage service-level agreements (SLAs) and key performance indicators (KPIs) to measure service delivery effectiveness. Coordinate and manage business IT requirements with the IT infrastructure and support teams, ensuring timely resolution of incidents and service requests. Assist with co-ordination of the DR tests, liaising with the Business Continuity Manager (BCM), 3rd parties, and relevant teams. Engage with the Technology Owner and ensure that service and related IT infrastructure capacity meet the required capacity and performance needs by informing Feature teams of any organic or other capacity constraints allowing them to plan accordingly. Evaluate that all service monitoring, alert and notification requirements are adequate, in place and regularly reviewed. Perform service reviews, monitoring and reporting on the availability, stability and performance of the services and delivery against required service levels. Stay informed on audit findings and potential impact on the service offering. Take on the Major Incident Accountabilities as per the Major Incident Framework to support Service Restoration in the event of service failure and incidents, i.e. support the IT Portfolio Head to elicit feedback from Business on the extent of the internal and external impact of the incident if required. Drive continuous improvement initiatives to enhance IT service delivery, ensuring that solutions are scalable, efficient, and cost-effective. Collaborate with business units to identify process inefficiencies and work with IT teams to design and implement technological solutions. Manage the implementation of new IT services or solutions, ensuring smooth transitions and minimal disruption to business operations. Lead IT service-related projects, ensuring adherence to timelines, budgets, and quality standards. Coordinate resources, identify risks, and resolve issues to ensure successful project delivery. Participate in the development and execution of IT strategies, projects, and programs aligned with organizational goals. Oversee the resolution of critical incidents and problems, ensuring that root causes are identified and preventive measures are implemented.Develop incident management strategies that minimize service disruptions and improve service recovery times. Ensure that all IT services comply with organizational policies, legal regulations, and industry standards. Adopting Practical Approaches Articulating Information Developing Expertise Directing People Empowering Individuals Examining Information Exploring Possibilities Generating Ideas Interacting with People Making Decisions Providing Insights Team Working Upholding Standards Benefits Management Business Continuity and Disaster Recovery Planning #J-18808-Ljbffr