Job Description

This role blends strategic leadership, consulting delivery, innovation enablement, and education management into one executive function. The Head of ITSM Advisory and Innovation is accountable for advancing Pink Elephant South Africa's Service Management strategy by:

- Leading transformation journeys for clients through advisory excellence,

- Driving product and service innovation using AI, automation, and modern frameworks, and

- Managing the Education division to ensure quality delivery, revenue growth, and market relevance of our learning offerings.

Key Areas of Accountability

1. Advisory Services

Manage complex client transformation programs, from assessments to implementation.

Lead ITSM consulting strategy aligned to ITIL 4, ISO 20000, COBIT, SIAM, Agile, and Lean.

Build and evolve consulting methodologies and maturity frameworks (e.g. PinkSCAN, CMMI-Lite).

Serve as lead strategist and facilitator in client executive workshops and roadmap sessions.

Maintain thought leadership through client-facing content, webinars, whitepapers, and events.

2. Innovation Enablement

Pioneer the adoption of AI, process mining, automation, XLAs, and digital workflows in client environments.

Build innovation-led offerings and proof-of-concepts aligned with customer experience (CX), ITSM, and operational efficiency.

Contribute to internal R&D initiatives, ensuring Pink Elephant maintains a forward-thinking posture.

3. Education Division Leadership

Oversee the entire Education unit including full-time and associate trainers, course portfolio, scheduling, and partner engagements.

Drive growth across instructor-led and self-paced learning, expanding beyond ITIL to high-demand areas such as AgilePM, DevOps, AI, ISO/IEC 27001, and more.

Manage relationships with accreditation bodies (PeopleCert, APMG, EXIN, etc.).

Maintain commercial accountability: training revenue, cost control, product development, and utilisation.

Ensure alignment between Education and Advisory by building career pathways, learning journeys, and trainer-consultant hybrid roles.

4. Operational Management & Capability Development

Ensure all consulting and education activities meet Pink Elephant's quality and delivery standards.

Build and lead a high-performing team of consultants and trainers with an emphasis on upskilling, mentoring, and professional certifications.

Contribute to internal marketing, proposal development, and pre-sales advisory to support strategic account growth.

Work with Sales and MSD teams to package, price, and present solutions that align to client needs and strategic value.

SKILL/KNOWLEDGE REQUIREMENTS (ACADEMIC, TECHNICAL, PROFESSIONAL)

Essential:

Graduate qualification or equivalent industry experience

Minimum of

five points

on the ITIL certification scheme (e.g. ITIL Managing Professional or Expert)

Demonstrated experience leading ITSM transformation initiatives

Strong working knowledge of multiple best practice frameworks including ITIL, COBIT, ISO/IEC 20000, SIAM, Agile

Commercial acumen and operational leadership capability

Desirable:

Ensure all consulting and education activities meet Pink Elephant's quality and delivery standards.

Certified in ITIL Master or Managing Professional

Accredited trainer status (PeopleCert/APMG) in ITIL, AgilePM, DevOps, or Change Management

Project Management certification (PRINCE2, AgilePM, PMP, etc.)

Experience with tools/platforms in AI, Process Mining, Service Automation (e.g., ServiceNow, Celonis, Apromore)

Knowledge of eLearning methodologies or LMS platforms

EXPERIENCE REQUIRED

Essential:

Minimum of five years in senior ITSM consulting, advisory, or education roles

Proven track record managing service transformation projects across multiple clients or sectors

Experience overseeing both consulting and education/training teams or business units

Strong facilitation, stakeholder engagement, and executive-level communication skills

Willingness and ability to travel across South Africa and the African continent

Desirable:

End-to-end experience in designing, implementing, and governing ITSM frameworks

Demonstrated leadership in advisory strategy, training product development, and innovation management

External recognition as an ITSM thought leader or published speaker/writer

Membership with professional bodies such as itSMF, ISACA, APMG, or COBIT communities

Experience aligning ITSM with broader enterprise architecture or digital transformation programs

Job Types: Full-time, Permanent

Experience:

Senior ITSM consulting, advisory, or education roles: 5 years (Required)
Work Location: In person