About this role
Business unit, Department, Reporting Business Unit Client Operate Department SM - Service Management Technology Job grade/level S5 Core Description The occupant will be required to lead end-to-end operational service delivery by owning both customer-facing support (L1) and system stability (L2) through the BMC Helix ITSM platform, driving excellence with AI-powered automation, modern practices, and seamless integrations. Key Deliverables / Primary Functions Own and direct end-to-end IT service operations for Level 1 (Customer Support) and Level 2 (Service Stability), ensuring high performance and continuous improvement. Implement and optimize AI-powered support tools, including HelixGPT, Voice AI, and Virtual Agents, to enhance customer experience and achieve deflection rate targets. Manage the complete incident lifecycle and lead problem management processes, focusing on root cause analysis, reducing Mean Time to Restore (MTTR), and preventing recurring issues. Drive the operational adoption and effective use of the BMC Helix ITSM platform, including Smart IT, Digital Workplace Platform (DWP), and mobile capabilities, across all service teams. Oversee omnichannel support (phone, email, chat, portal) and lead service desk teams to achieve high First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores. Manage the service request lifecycle and own the change control process, driving automation for standard changes and maintaining a high change success rate. Own and manage Service Level Agreement (SLA) compliance, track operational metrics (MTTR, FCR, availability), and produce performance dashboards to drive data-informed decisions. Build and maintain a comprehensive knowledge base to enable AI-powered recommendations, agent-assisted resolution, and effective self-service for end-users. Ensure operational teams leverage the CMDB for impact analysis and maintain the relevance of the service catalog as the primary interface for service requests. Build a high-performance culture by leading, coaching, and developing teams on the BMC Helix platform, AI tools, automation, and modern ITIL service management practices. Core Functional Skills & Capabilities Change Management Artificial intelligence (AI) Customer Experience Management Incident Management IT Service Management Core Behavioural Competencies Job Match Adapting and Responding to Change Analysing Delivering Results & Meeting Customer Expectations Deciding & Initiating Action Planning & Organising Minimum Qualifications NQF 4: Grade 12 National Diploma OR NQF 7: 3 year Bachelors Degree in Information Technology or related field Additional Education -Preferred /Advantage Experience Minimum of Five (5) years’ experience in IT service management, BMC Helix Platform Expertise, AI & Automation Implementation, ITIL Framework Application and Operational Excellence OR At least Seven (7) years’ experience in IT service management, BMC Helix Platform Expertise, AI & Automation Implementation, ITIL Framework Application and Operational Excellence; or Certifications ITIL Expert an Advantage BMC Certified Professional Memberships in Relevant Industry Level of Engagement & Span of Control Level of engagement - Interact with similar levels, Executive levels, and various stakeholder internal and external to BCX. Span of control = 5 - 8 Special Requirements / Employment Condition Workplace / Physical Requirements Hybrid Remote Worker Billable