Job Description<\/p>\n
\tThe Service Integration & ITSM Process Specialist is responsible for the governance, coordination, and continual improvement of IT Service Management (ITSM) processes within the Service Integration and Managed Services environment.
\n\tThe role ensures effective integration and alignment between internal operational teams and external service providers, enabling consistent delivery of services in accordance with agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and contractual obligations.<\/p>\n
Operating within a Service Integration and Management (SIAM) framework, the role provides process oversight, performance monitoring, and cross-provider coordination across the following service management disciplines:<\/p>\n
\tProblem Management
\n\tAvailability Management
\n\tCapacity Management
\n\tChange Management
\n\tAsset Administration
\n\tCustomer Satisfaction & Service Quality Assurance
\n\tThe incumbent plays a key role in ensuring that service providers adhere to defined ITSM processes, while enabling end-to-end service visibility, operational governance, and continuous service improvement.<\/p>\n
ROLE REQUIREMENT<\/p>\n
Service Integration & Process Governance<\/p>\n
\tEnsure consistent adoption and execution of ITSM processes across internal teams and external service providers.
\n\tAct as the coordination point between service providers to ensure integrated service delivery.
\n\tMonitor adherence to agreed service management processes, policies, and governance frameworks.
\n\tIdentify cross-supplier operational risks and escalate issues impacting service delivery.
\n\tFacilitate collaboration between operational teams and Service Providers service providers to support end-to-end service performance.
\n\tSupport service governance forums and operational review meetings<\/p>\n
Problem Management Coordination<\/p>\n
\tCoordinate the execution of the Problem Management process across multiple service providers.
\n\tFacilitate root cause analysis investigations for recurring incidents and major service disruptions.
\n\tEnsure Service Providers contribute to Major Incident Reviews (MIRs) and provide detailed root cause analysis.
\n\tTrack corrective and preventative actions resulting from problem investigations.
\n\tMaintain oversight of the Known Error Database (KEDB) and ensure known errors are documented and communicated.
\n\tMonitor trends in recurring incidents and recommend service improvement initiatives<\/p>\n
Availability Management<\/p>\n
\tMonitor and report on end-to-end service availability against agreed SLA targets.
\n\tConsolidate availability reporting across Service Providers and internal teams.
\n\tIdentify availability risks impacting business services and coordinate mitigation actions.
\n\tSupport the development and maintenance of Availability Plans.
\n\tEnsure Service Providers maintain appropriate monitoring and resilience capabilities.
\n\tProvide insight into availability trends and recommend service reliability improvements.<\/p>\n
Capacity Management<\/p>\n
\tReview and consolidate capacity and performance reports provided by service providers.
\n\tMonitor service performance and infrastructure utilisation against agreed thresholds.
\n\tIdentify potential capacity risks that may impact service delivery.
\n\tSupport forecasting of future service demand and capacity requirements.
\n\tCoordinate with Service Providers to ensure capacity planning aligns with business growth and operational demand.
\n\tEscalate performance bottlenecks and capacity risks where necessary.<\/p>\n
Change Management Governance<\/p>\n
\tSupport governance of the Change Management lifecycle across internal teams and service providers.
\n\tEnsure all changes impacting services are appropriately logged, assessed, and scheduled.
\n\tParticipate in Change Advisory Board (CAB) meetings to review and coordinate planned changes.
\n\tIdentify and mitigate risks associated with conflicting or concurrent changes across Service Providers.
\n\tEnsure service-impacting changes are communicated to stakeholders in accordance with SLA requirements.
\n\tMonitor change success rates and identify trends related to failed or high-risk changes.<\/p>\n
Asset Administration & Configuration Oversight<\/p>\n
\tMaintain oversight of IT service assets and configuration information within the organisation\u2019s asset repository or CMDB. This includes ensuring that the processes are documented and executed within the contracted framework.
\n\tEnsure service providers maintain accurate asset and configuration records.
\n\tSupport asset lifecycle management including asset registration, tracking, and retirement.
\n\tAssist with asset reconciliation and periodic audits.
\n\tEnsure asset information supports effective service management and operational visibility.<\/p>\n
Customer Satisfaction & Service Quality Assurance<\/p>\n
\tMonitor customer satisfaction indicators and service quality metrics.
\n\tAnalyse service feedback from surveys, service reviews, and operational engagements.
\n\tIdentify trends affecting customer experience and recommend service improvements.
\n\tPerform quality assurance reviews of service management records (incidents, changes, and problems).
\n\tSupport service review meetings with internal stakeholders and clients.
\n\tTrack and report on Continual Service Improvement (CSI) initiatives.<\/p>\n
Reporting & Continuous Service Improvement<\/p>\n
\tProduce consolidated reporting across service management processes.
\n\tAnalyse service performance data and identify trends, risks, and improvement opportunities.
\n\tSupport governance reporting for operational and executive stakeholders.
\n\tMaintain service management documentation, procedures, and work instructions.
\n\tPromote and support continual service improvement initiatives across Service Providers and operational teams.<\/p>\n
KEY PERFORMANCE INDICATORS (KPIs)<\/p>\n
\tEnd-to-end service availability compliance to SLA targets
\n\tReduction in recurring incidents and problem recurrence
\n\tCapacity and performance threshold compliance
\n\tChange success rate and reduction in failed changes
\n\tAccuracy and completeness of asset and configuration records
\n\tCustomer satisfaction and service quality improvement
\n\tCompliance to ITSM governance processes
\n\tDelivery of service performance reporting inline with contracted deliverables<\/p>\n
TECHNICAL & PROFESSIONAL COMPETENCIES<\/p>\n
\tStrong knowledge and demonstrated experience of ITIL Service Management principles
\n\tUnderstanding of Service Integration and SIAM operating models
\n\tExperience in Problem, Change, Availability, and Capacity Management
\n\tAbility to analyse operational data and performance metrics
\n\tExperience working with ITSM platforms (ServiceNow, Remedy, or similar)
\n\tStrong governance, documentation, and reporting skills
\n\tUnderstanding of multi-vendor managed services environments<\/p>\n
BEHAVIOURAL COMPETENCIES<\/p>\n
\tAnalytical thinking and problem solving
\n\tStrong attention to detail and quality assurance
\n\tStakeholder engagement and communication
\n\tCollaboration and relationship management
\n\tOrganisational and coordination skills
\n\tContinuous improvement mindset
\n\tAbility to manage multiple priorities across teams<\/p>\n
QUALIFICATIONS & EXPERIENCE<\/p>\n
Essential<\/p>\n
\tDiploma or Degree in Information Technology, Computer Science, or related field
\n\tITIL Foundation Certification
\n\tMinimum 3\u20135 years experience in IT Service Management or Managed Services environments<\/p>\n
Advantageous<\/p>\n
\tExperience working in a Service Integration (SIAM) environment
\n\tITIL Specialist certifications in Problem, Change, or Service Management
\n\tExperience managing or coordinating services across multiple Service Providers or Service Providers<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Nexio","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"At Nexio, we enable our clients to modernise their environments and adopt new technologies. We help them to solve their legacy problems and pave the way for their future digital success.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":["post-31891","job_listing","type-job_listing","status-expired","hentry","job_listing_region-gauteng","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/31891","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=31891"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=31891"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=31891"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}