Job Description

Lead the strategic direction of enterprise-wide IT Service Desk operations, driving AI-driven innovations and delivering exceptional service experiences across global automotive IT systems!
Become the product visionary behind mission-critical IT service management, where your leadership will shape the future of intelligent service delivery, chatbot integration, and operational excellence for international business operations!
Senior product ownership with AI-driven service desk transformation and strategic planning
Hybrid and remote working flexibility with 1960 flexible annual hours
Leadership role with team mentorship, stakeholder management, and cross-functional collaboration
POSITION: Contract: 01 January 2026 31 December 2028
EXPERIENCE: 6-8 years related experience
COMMENCEMENT: 01 January 2026
LOCATION: Hybrid: Menlyn/Home Office rotation
TEAM: IT Service Desk Operations & AI-Driven Service Support
Products and Services for Group enterprise-wide IT service desk, focusing on end-to-end operations management, AI technology integration, self-service capabilities, and high-performance service delivery aligned with IT strategy and business goals.
Qualifications / Experience
Minimum mandatory qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred)

Minimum mandatory experience:

• At least three years of experience in a leadership role within an IT service desk or IT operations environment
• Prior experience managing high-volume service desks and implementing AI-driven solutions is highly desirable

Advantageous experience:

• Information Technology qualification (degree/diploma)
• Experience with provider/contract management (SLAs & KPIs)
• Technical experience with Data & Analytics
• Exposure to DevOps practices

Essential Skills Requirements
Language & Communication:

• Fluent in Business English and Business German (verbal & written)
• Excellent communication and stakeholder management skills

IT Service Management:

• ITSM / IT Operations Frameworks (e.g., ITIL)
• IT Service Delivery & Incident Management
• Strong familiarity with ITSM platforms (ServiceNow)

Technical & Analytical:

• Strong analytical and problem solving skills with high attention to detail
• Familiarity with AI-driven service support (NLP, ChatBots, Machine Learning)
• AI technologies (such as chatbots or machine learning tools)
• Data analytics capabilities

Soft Skills:

• Strong leadership and team management abilities
• Ability to work interdependently and deliver results on time with excellent quality
• Self-starter with strategic thinking and continuous improvement mindset
• Excellent organizational and presentation skills
• Problem solving capability
• Above board work ethics - this is of utmost importance
• Flexibility to take up different tasks and responsibilities
• Ability and willingness to mentor and develop team members

Advantageous Skills Requirements

• Experience with provider/contract management (SLAs & KPIs)
• Technical experience with Data & Analytics
• Exposure to DevOps practices
• Understanding of Agile methodologies
• Experience with process optimization and innovation
• Knowledge of emerging technologies in IT service management

Role Requirements

• Service Desk Operations Management: Oversee IT Service Desk Operations and manage the end-to-end operations of the IT service desk, ensuring alignment with the Group's IT strategy and overall business goals
• AI-Driven Innovation: Drive AI-Driven Improvements by leading initiatives to integrate AI technologies into the service desk, enhancing self-service capabilities and reducing manual intervention
• Team Leadership: Lead and mentor the IT service desk team, fostering a culture of continuous improvement and high performance. Delegate tasks, manage workloads, and ensure professional development
• Stakeholder Collaboration: Act as a key liaison between the IT service desk and other internal departments, ensuring that business needs are understood and addressed. Communicate effectively with stakeholders to prioritize features and improvements
• Performance Management: Oversee and validate performance metrics, including monthly ticket volumes and interaction counts, and ensure accurate reporting for invoicing and service quality
• Strategic Planning: Contribute to strategic planning by identifying areas for process optimization and innovation, particularly around adopting new technologies and methodologies like Agile and DevOps
• Product Development: Develop operations of a clearly defined product scope regarding software or IT solutions for all relevant internal functions and if applicable external partners
• Strategic Direction: Be responsible, together with stakeholders, to determine the strategic direction of the product and prioritize the content of the product backlog in terms of available resources, such as budget and capacity, and customer benefit
• Operations Management: Manage all activities which are necessary for the development, operations and maintenance of software and IT solutions
• Continuous Improvement: Foster a culture of continuous improvement and drive operational excellence across the service desk

NB:
South African citizens / residents are preferred. Applicants with valid work permits will also be considered. By applying, you consent to be added to the database and to receive updates until you unsubscribe. If you do not receive a response within 2 weeks, please consider your application unsuccessful.
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iSanqa is your trusted Level 2 BEE recruitment partner, dedicated to continuous improvement in delivering exceptional service. Specializing in seamless placements for permanent staff, temporary resources, and efficient contract management and billing facilitation, iSanqa Resourcing is powered by a team of professionals with an outstanding track record. With over 100 years of combined experience, we are committed to evolving our practices to ensure ongoing excellence.

Skills Required