The posting
Responsible for managing day-to-day service operations, shift-based delivery, SLA and KPI performance, reporting, rostering, the shared 24x7 operations pool, incident management, problem management, change coordination, and continuous improvement. Requirements Bachelor's Degree or Diploma in IT, Engineering, or related field. Minimum 8 years of experience in IT service delivery. Experience managing a 24x7 support operation. Experience producing SLA and service-performance reports from an ITSM tool. ITIL Expert / ITIL Managing Professional certification. Strong rostering and workforce-management capability. Strong operational leadership, reporting, analysis, and customer-service skills.



