MAJOR INCIDENT PROBLEM AND CHANGE OPERATIONS MANAGER

About the position

IPCM Operations Manager (Incident, Problem, and Change Management)

Working with: Shared and dedicated customers

The IPCM Operations manager is responsible for the strategic oversight and operational execution of IPCM processes. This includes managing a team, evolving processes, setting strategic direction and ensuring that organisational performance metrics are achieved.

Key Responsibilities:

• Lead and manage a team of IPCM professionals, providing mentorship, guidance, and clear objectives
• Oversee major incident management to ensure effective and timely resolutions of incidents,minimising business disruption
• Direct the problem management process to identify and address root causes, ensuring system reliability and prevent recurrences
• Manage the change management process to ensure controlled implementation of changes with minimal risk
• Set strategic direction for IPCM processes, ensuring alignment with organisational goals and industry best practises
• Develop and monitor IPCM performance metrics, providing regular reports to senior management
• Engage with key stakeholders across the business and offshore teams to foster collaboration and alignment
• Continously improve IPCM processes using data-driven insights, best practices and emerging technologies

Qualifications & Skills:- Proven experience in major incident, problem, and change management with a history of process improvement.- Strong leadership and operational management skills with the ability to inspire high performance.- Excellent analytical, problem-solving, and decision-making abilities with a data-driven approach.- Effective communication and stakeholder engagement skills across multiple regions.- ITIL And this is what we offer in return:- Private Medical Insurance- Life assurance- Critical illness- Fruit, cereal, toast, biscuits, squash, fizzy drinks etc. in the office- Celebrations for exciting life events- Matched charity donations- 20 days leave, plus a day for your birthday- Enhanced family leave- Length of service awards- Monthly socials- Continuous Training- Peer Reward programme- Branded SWAG for all employees and new joiners- Cultural champions - Focusing on celebrating our diversity

Desired Skills:

• MAJOR INCIDENT PROBLEM AND CHANGE MANAGEMENT
• OPERATIONS MANAGEMENT
• ITIL

Desired Work Experience:

• 5 to 10 years Middle / Department Management

Desired Qualification Level:

• Grade 12 / Matric

Employer & Job Benefits:

• MEDICAL INSURANCE
• LIFE INSURANCE
• CRITICAL ILLNESS
• 20 DAYS LEAVE
• HYBRID WORK