IT Customer Services Manager

Recruiter

Six Sense Consulting

Job Ref

SSC001180/AK

Date posted

Friday, June 5, 2026

Location

Johannesburg, South Africa

Salary

Annually

SUMMARY

Global legal practice is looking to appoint an IT Customer Services Manager

The IT Customer Services Manager is the custodian of the firm's IT service culture, ensuring that every interaction reflects the professionalism, urgency and premium standards expected in a top-tier legal environment. In a law firm, IT is a business-critical enabler.

POSITION INFO

Required

• National Diploma or Degree in Information Technology, Computer Science or related field.
• ITIL 4 Foundation certification.
• Minimum 8–10 years' experience in IT service management or IT customer services.
• Minimum 3–5 years in a people leadership role managing geographically dispersed teams.
• Proven experience administering an ITSM platform (ManageEngine, ServiceNow, or similar).
• Strong understanding of ITIL service management practices, particularly Incident, Problem, Request and Knowledge Management.
• Experience managing SLAs and vendor relationships.
• Must be able to travel to regional office .
• Must be available for emergency support after-hours, on weekends and public holidays.
• Must be able to work in a fast-paced, high-pressure environment.

Preferred

• ITIL 4 Managing Professional or equivalent advanced ITIL certification.
• Management or leadership qualification (e.g. Management Development Programme, leadership certificate).
• Experience in a legal, professional services or financial services environment (strongly preferred).
• Experience with ManageEngine ServiceDesk Plus specifically.
• HDI Support Centre Manager or equivalent certification

Please note that if you have not received a response within 14 days of submitting your application that your application was unsuccessful.

However, please keep a lookout on our website, for available positions which may be inline with your career aspirations.