IT Client Availability Leader

Oversee and manage all reported incidents and service requests from initiation to resolution.

Ensure accurate monitoring, measurement, and reporting of support desk activity and service delivery metrics.

Implement and optimize Service Management processes in line with ITIL frameworks for: Incident Management, Problem Management, Change Management, Release Management

Participate actively in change management reviews, DR testing, audits, and maintenance windows.

Support operational and project-related tasks and act as liaison between internal teams and third-party providers.

Maintain high availability and uptime across customer sites by proactively identifying areas of improvement.

Provide standby support and ensure continuity of services through proper resource planning.

5+ years' experience in IT service delivery, infrastructure operations, or availability management.

Strong working knowledge of ITIL frameworks and experience with ITSM tools (e.g., ServiceNow, Remedy, etc.).

Proven experience in: Incident and problem resolution tracking, Change and release processes, Working with 3rd party vendors

Ability to manage operations across multiple physical sites, including data centers and disaster recovery locations.

Excellent communication, coordination, and stakeholder management skills.

Willingness to travel regularly between customer sites in Centurion, Pretoria, and Midrand.

Experience participating in disaster recovery tests, audits, and providing standby/on-call support.

Between 5 - 7 Years