Description:
IZI South Africa, a leading South African cash management and secure logistics company offering services such as cash-in-transit (CIT), cash supply, cash processing, and ATM management, is seeking an experienced and solutions-driven IT Systems Manager to join our team at our Head Office - Centurion.
The successful candidate will be responsible for effectively managing the outsourced services provider service delivery oversight, and contract negotiation. To ensure that external providers meet service level agreements (SLAs) and align with the organisation's strategic IT goals.
The Key Responsibilities will Include:
Ensure end-to-end delivery of contracted services to assigned customers
Manage service delivery across multiple clients, ensuring Service Level Agreement (SLA) and Key Performance Indicators (KPI) adherence
Coordinate internal teams to resolve service issues efficiently and effectively
Ensure consistent service quality across all customer environments
Oversee major incidents and act as an escalation point for service-related issues
Ensure root cause analysis is conducted and corrective actions are implemented
Collaborate with technical teams to prevent recurring incidents
Communicate clearly and proactively with customers during service disruptions
Monitor and report on SLA and KPI performance across all assigned clients
Identify service risks, trends, and improvement opportunities
Drive continuous service improvement initiatives
Ensure contractual obligations are consistently met
Work closely with the Operations Director to align service delivery with operational strategy
Coordinate resources to support service delivery requirements
Support project transitions from implementation into steady-state operations
Ensure smooth onboarding of new customers and services
Liaise with vendors to support service delivery requirements
Ensure vendor escalations are managed effectively
Track vendor performance against agreed service commitments
Prepare monthly service delivery reports for clients and internal stakeholders
Provide performance dashboards, SLA reports, and service insights to the Operations Manager
Highlight risks, issues, and improvement recommendations
Track vendor performance against agreed service commitments
Monitor for and escalate potential security incidents
Manage identity access control, Multi-Factor Authentication: (MFA), and user permissions across systems
Lead Cybersecurity awareness and training
Imp