Service Manager II
Listing reference: woolw_001351
Listing status: Online
Apply by: 23 October 2025
Position summary
Industry: FMCG & Supply Management
Job category: FMCG, Retail, Wholesale and Supply Chain
Location: Western Cape
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Manage the provision of EUC infrastructure IT services to the business. Effectively lead teams and service providers that will deliver the best service at the best cost while protecting the brand from service-related risks. Deliver high quality service to customers and ensure service support and service delivery processes are in place and adhered to. This is a stakeholder engaging role and requires you to establish and manage expectations within the business/competency teams whilst driving IT teams and service providers to achieve expected results at a high standard.
Job description
- Ensure operability and serviceability of all EUC solutions and services.
- Manage and ensure the quality delivery of end-to-end service and service levels to meet business requirements and ensure customer satisfaction. This includes process ownership and continuous monitoring and reviewing of the following:
- Problem and Incident management
- Customer service management
- Service level management
- Change impacts to preserve SLAs
- Proactive service management by:
- Monitoring, controlling and supporting service delivery utilising analytics
- Ensuring system procedures and methodologies are followed
- Provide accurate and regular reporting throughout service performance
- Enforce a change of culture with the correct ways of working through a defined framework and structure i.e. Service Improvement Programme
- Support confident recovery from business disruptions by co-ordinating EUC services relating to:
- Disaster recovery
- Business Continuity Planning
- Continually deliver measurable service improvement
- Ensure that effective relationships are developed with business counterparts and suppliers. Be a champion amongst projects in developing a strong understanding of projects impacting service and operations thus ensuring impact is minimised.
- Champion service and operations ensuring future demand due to growth and projects is understood and factored in.
- Ensure that effective communication is rendered across IT, build relationships between business and IT and create effective dialogue between departments.
Minimum requirements
- 5 years relevant experience (preferable experienced broadly across multiple areas of IT)
- ITIL level 1 certified
- Comprehensive understanding of best practice IT service strategies, processes and standards
- Good working knowledge of commercial management relative to Information Technology (management of contracts, service level agreements, pricing models)
- Good working knowledge of the processes relative to 3rd party/vendor management within an IT context (specifically sourcing, procurement, contracts)
