Job Description

The Head of Technology leads the strategy, architecture, and delivery of Pink Elephant's ITSM and Enterprise Service Management solutions. Combining strategic vision, technical innovation, and operational excellence, this role ensures technology enables growth, service quality, and Pink Elephant's leadership in modern Service Management.

The incumbent oversees the design, deployment, and support of ITSM platforms, managing technical teams, vendors, and partners to deliver scalable, secure, and future-ready solutions.

Key Responsibilities

Technology Strategy & Leadership

Define and execute the technology strategy aligned with business goals.

Serve as SME in ITSM and ESM platforms (HaloITSM, Servicely, Freshworks).

Oversee secure, scalable, and compliant architectural design.

Stay ahead of AI, automation, and emerging technology trends.

Develop frameworks, accelerators, and reusable assets to enhance delivery.

Project & Delivery Management

Lead end-to-end delivery -- from scoping to handover.

Manage scope, timelines, budgets, and quality standards.

Apply hybrid/agile methodologies for structured yet adaptive execution.

Ensure seamless integrations with CRM, ERP, and other enterprise systems.

Maintain governance, change control, and quality assurance across all projects.

Client & Stakeholder Engagement

Translate client needs into practical, value-driven solutions.

Support pre-sales through solution design, demos, and technical input.

Act as escalation point for complex challenges and maintain strong client relationships.

Team Leadership & Development

Lead, mentor, and develop a multidisciplinary technical team.

Define clear KPIs, performance expectations, and growth plans.

Build a collaborative, innovative, and accountable culture.

Governance & Quality Assurance

Enforce coding, configuration, documentation, and release standards.

Oversee QA, UAT, and change control processes.

Ensure compliance with ISO, POPIA, GDPR, and cybersecurity best practices.

Drive continuous improvement in technical delivery and governance.

Commercial & Vendor Management

Partner with Sales and Consulting teams to identify new opportunities.

Manage vendor relationships, certifications, and product roadmaps.

Oversee budget planning, cost optimisation, and resource utilisation.

Core Competencies

Strategic, structured thinker with strong delivery focus.

Excellent communication and stakeholder engagement skills.

Proven leadership across diverse technical teams.

Analytical and solution-oriented with commercial awareness.

Passionate about innovation, client success, and service excellence.

Professional / Technical Expertise

Technical Skills

Deep understanding of ITSM/ESM software platforms (HaloITSM, Servicely, ServiceNow, Freshworks).

Strong knowledge of ITIL frameworks and best practices.

Proficiency in

C#, .NET, SQL, GraphQL/REST APIs

, and

Azure/AWS

cloud environments.

Hands-on experience with

system integration, workflow automation, and data migration

.

Knowledge of

DevOps tools

such as

Jira, CI/CD, Docker, Kubernetes

.

Project Management Skills

Certification in

PMP, PRINCE2, or Agile/Scrum

preferred.

Proven track record in managing complex, multi-stakeholder IT projects.

Strong governance, risk management, and reporting discipline.

Qualifications & Experience

Bachelor's or Master's degree in Computer Science, Information Systems, or related discipline.

8-12 years' IT experience, including 5+ years in ITSM or enterprise platform deployment.

3-5 years in a senior or Head of/Director-level leadership position.

Certifications: ITIL, PMP/PRINCE2, Agile/Scrum Master.

Key Performance Indicators (KPIs)

On-time, in-scope, and within-budget delivery.

Client satisfaction and retention.

Reduction in rework, defects, or escalations.

Team utilisation, productivity, and retention.

Reuse of frameworks and contribution to continuous improvement.

Job Types: Full-time, Permanent

Application Question(s):

What is your current total salary? What is your expected total salary? Are you permanently/contract basis employed or unemployed? What is your notice period?
Work Location: In person