Job Description

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