Manager: IT Service Operations (MT3) - IT Service Delivery
Listing reference: capgh_000398
Listing status: Online
Apply by: 6 July 2026
Position summary
Industry: Banking
Job category: Other: Banking, Finance, Insurance, Stockbroking
Location: Windhoek
Contract: Permanent
Remuneration: To be discussed
EE position: No
Introduction
Are you passionate about operational excellence, service stability, and leading high performing IT operations teams within a complex enterprise environment?
We are seeking an experienced and driven Manager: IT Service Operations to lead and manage day to day IT service operations across head office, branch networks, and distributed operational environments. This role plays a critical leadership function within Service Management, ensuring structured execution, operational control, service continuity, and continuous service delivery improvement aligned to Group Service Management standards.
The successful candidate will provide leadership across operational support teams while coordinating closely with infrastructure, platform, and extended support teams to ensure stable, reliable, and high-quality IT services across the organisation.
Job description
WHY JOIN US
This role offers the opportunity to play a key leadership role in shaping and strengthening enterprise IT Service Operations within a dynamic and evolving environment. The successful candidate will contribute directly to operational excellence, service stability, customer experience, and continuous improvement across the organisation.
KEY RESPONSIBILITIES
• Lead and manage enterprise IT service operations across Service Desk, branch, and distributed environments
• Drive Incident and Problem Management, including root cause analysis and preventative improvement initiatives
• Ensure effective operational coordination, escalation management, stakeholder communication, and oversight of incident remediation progress.
• Provide leadership, mentoring, and performance management across Service Delivery operational teams
• Ensure disciplined governance and utilisation of the service desk platform for operational visibility and reporting
• Oversee operational readiness, end user support coordination, and device lifecycle management
• Maintain alignment with governance, risk, security, and compliance standards
• Drive continuous service delivery improvement through structured operational analysis and optimisation initiatives
• Foster effective collaboration between business stakeholders and technical teams to support stable and efficient service delivery.
Minimum requirements
QUALIFICATIONS
• Degree in Information Technology or related field
• Grade 12/ Matric
• Degree in Information Technology or related field
• Grade 12/ Matric
EXPERIENCE
• 10 years’ experience within IT operations and service management environments
• 8 years’ experience leading operational IT teams within enterprise environments
• 8 years’ experience in Incident and Problem Management within IT enterprise environments
• Experience supporting enterprise infrastructure, distributed environments, and operational service delivery
• Valid driver’s licence and willingness to travel locally and internationally
• 10 years’ experience within IT operations and service management environments
• 8 years’ experience leading operational IT teams within enterprise environments
• 8 years’ experience in Incident and Problem Management within IT enterprise environments
• Experience supporting enterprise infrastructure, distributed environments, and operational service delivery
• Valid driver’s licence and willingness to travel locally and internationally
CERTIFICATIONS
The following certifications or equivalent practical enterprise experience will be advantageous:
• Microsoft enterprise certifications
• Microsoft Azure certifications
• Infrastructure and virtualisation related certifications
• ITIL certification or strong practical IT Service Management experience
• Cloud and platform operations related certifications
The following certifications or equivalent practical enterprise experience will be advantageous:
• Microsoft enterprise certifications
• Microsoft Azure certifications
• Infrastructure and virtualisation related certifications
• ITIL certification or strong practical IT Service Management experience
• Cloud and platform operations related certifications
KEY COMPETENCIES
• Strong operational leadership and people management capability
• Excellent Incident and Problem Management expertise
• Strong analytical and structured problem solving capability
• Ability to operate effectively in high pressure operational environments
• Excellent stakeholder engagement and communication skills
• Strong customer service and service excellence orientation
• Solid understanding of enterprise infrastructure, cloud, networking, and operational support environments
• Strong governance, security, and risk awareness
• Strong operational leadership and people management capability
• Excellent Incident and Problem Management expertise
• Strong analytical and structured problem solving capability
• Ability to operate effectively in high pressure operational environments
• Excellent stakeholder engagement and communication skills
• Strong customer service and service excellence orientation
• Solid understanding of enterprise infrastructure, cloud, networking, and operational support environments
• Strong governance, security, and risk awareness