22 Servicenow Implementation jobs in South Africa

FUNCTION

The Service Management Manager ensures effective delivery, assurance, and end-to-end lifecycle management of Vodacom Business services across diverse technologies and customer segments. This role leads a team of Service Managers to achieve operational excellence, meet or exceed SLA commitments, and deliver superior customer experience. All activities are executed in alignment with telecommunications industry standards and best practices, including ITIL, eTOM, and TM Forum frameworks.

ROLE OVERVIEW

The Service Management Manager is responsible for leading a team of Service Managers to deliver best-in-class service performance, customer experience, and operational excellence across Vodacom Business. The role ensures that services are provisioned, assured, and managed in line with contractual SLAs and telecom industry standards. While programme management skills are required, they are applied primarily to support service readiness, continuous improvement, and transformation initiatives. The focus is on ensuring customers receive reliable, high-quality services while driving operational efficiency and retention.

KEY RESPONSIBILITIES

People Leadership & Team Development

• Lead, coach, and develop a team of Service Managers to deliver outstanding performance.
• Build a culture of accountability, collaboration, innovation, and customer obsession.
• Ensure workforce capability development in line with emerging telecom technologies, digital transformation trends, and AI-driven service management frameworks.
• Champion continuous learning and adoption of automation, analytics, and digital tools to enhance service operations and decision-making.

Service Delivery & Assurance

• Oversee end-to-end service delivery and assurance for Vodacom Business customers across multiple technologies (fibre, SD-WAN, MPLS, LTE, Internet, mobile, cloud, and converged services).
• Ensure SLA compliance and manage proactive service assurance, incident, problem, and change processes in line with ITIL and eTOM standards.
• Oversee root cause analysis and implementation of corrective and preventative measures to ensure high service availability and reliability.
• Ensure seamless service activation, handover, and lifecycle management across OSS/BSS systems.
• Leverage AI, automation, and predictive analytics to enhance monitoring, fault detection, and service restoration efficiency.

Customer Experience & Relationship Management

• Act as senior escalation point for service-related issues and customer concerns.
• Drive continuous improvement of customer experience metrics (NPS, surveys, churn drivers) through data-driven insights and process enhancements.
• Engage regularly with enterprise customers, sales teams, vendors, and partners to strengthen trust, manage expectations, and ensure service excellence.
• Promote digital engagement and self-service capabilitiesto improve responsiveness and customer satisfaction.

Operational & Strategic Accountability

• Align service management practices with business objectives, regulatory obligations, and customer commitments.
• Provide service performance reporting and insights to senior stakeholders, highlighting SLA compliance, risks, and trends.
• Manage vendor and partner performance to ensure contractual and service obligations are consistently met.
• Drive service improvement and digital transformation initiatives to enhance operational efficiency, agility, and customer outcomes.
• Integrate AI-driven insights and automation into operational decision-making and service optimization strategies.

Programme & Change Enablement

• Support service-related programmes, including new service introductions, migrations, and operational readiness.
• Ensure programme outcomes are integrated into ongoing service delivery operations.
• Apply programme and project management methodologies (Agile/PRINCE2/PMP) to deliver change initiatives without compromising service quality.
• Champion technology transformation programmes leveraging AI, automation, and digital platforms to modernize service management and enable smarter operations.

PROFESSIONAL COMPETENCIES

• Deep expertise in service provisioning, activation, assurance, and lifecycle management, with a focus on automation and digital optimisation.
• Strong knowledge of SLA compliance, penalty mitigation, and service quality frameworks, supported by data analytics and AI-driven insights.
• Hands-on experience with observability, incident, problem, and change management (aligned to ITIL/eTOM), including the use of predictive analytics and AIOps platforms for proactive assurance.
• Solid understanding of IP networking, fibre, SD-WAN, MPLS, LTE, Internet, and mobile solutions, and how these integrate within digital and cloud ecosystems.
• Awareness of emerging technologies such as cloud, IoT, edge computing, AI, and converged services, and their evolving service and commercial models.
• Familiarity with OSS/BSS systems and digital enablement platforms, including the use of automation and data intelligence to enhance service delivery.
• Skilled at managing enterprise customer relationships and service escalations through a digital-first, data-driven approach.
• Experienced in monitoring and improving customer experience metrics (NPS, churn) using analytics, automation, and AI-based insights.
• Proficiency in managing vendor and partner performance against SLAs and contractual commitments, ensuring alignment with digital transformation objectives.
• Strong governance and reporting capabilities to track performance, operational trends, and transformation outcomes.
• Working knowledge of project and Programme management methodologies (PRINCE2, Agile, PMP) and their application in digital transformation initiatives.
• Ability to support service-related programmes (new service launches, migrations, operational readiness) with emphasis on digital enablement and AI-driven efficiency.
• Ensures new programmes and technologies are seamlessly integrated into service operations and continuous improvement frameworks.
• ITIL certification (essential); eTOM and TM Forum standards (desirable).
• Knowledge of ISO 2000, AI and automation governance, and other telecom service management best practices.

Qualifications and Experience

• Bachelor's degree in Telecommunications, IT, Computer Science, or Business Administration (essential).
• 8+ years' experience in Service Delivery/Service Management within the telecommunications industry.
• Proven leadership experience in managing Service Delivery or Service Assurance teams.
• Strong knowledge of telecom technologies: IP networking, transport (fibre/MPLS), mobility, cloud, IoT, and converged services.
• Certifications: ITIL (essential), PRINCE2/PMP or Agile (advantageous), Cisco CCNA/CCNP (advantageous).
• Knowledge of telecom frameworks (eTOM, TM Forum, ISO desirable.

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2025.

To lead the Service Management team in delivering exceptional after-sales service and technical support to Vodacom Business customers, ensuring optimal service provisioning, activation, and maintenance, while driving continuous improvement and people development in line with Vodacom's commitments and customer expectations.

1. People Leadership & Team Development

• Lead, coach, and develop a team of Service Specialists.
• Set clear objectives, conduct regular performance reviews, and foster a culture of high performance and customer obsession.
• Ensure effective resource allocation and succession planning.

2. Service Portfolio Management

• Oversee the deployment and management of services (fibre, SDWAN, MPLS, LTE, internet, mobile communications).
• Ensure timely activation, testing, and handover of services to customers.
• Drive service improvement plans and root cause analysis to prevent SLA breaches

3. Service Operations & Continuous Improvement

• Manage incident, problem, and change notification processes.
• Implement mechanisms for SLA compliance, reporting, and penalty mitigation.
• Coordinate with internal departments (PMO, Technology, CSOC) and external vendors for service delivery

4. Customer Experience & Relationship Management

• Ensure customer services are available and usable as per agreed SLAs.
• Document and manage customer experience metrics (NPS, surveys).
• Engage with customers, partners, and internal sales teams to provide regular updates and resolve escalations

5. Strategic & Operational Accountability

• Align service delivery with business goals and customer contracts.
• Track service delivery milestones and report progress to stakeholders.
• Analyse churn reports and implement plans to minimise customer loss due to poor service

• Cisco certification (CCNA, CCNP,CCDA/CCDP) – advantageous
• ITIL, ISO and eTOM qualifications – advantageous
• Grade 12 or a SAQA-accredited equivalent (essential) with at least 8 years relevant experience

OR

• 3-year commercial or Information Technology / Science degree / diploma with at least 5 years relevant experience

Core competencies, knowledge and experience:

• Team engagement and development (measured via performance reviews and engagement surveys)
• SLA compliance and penalty mitigation
• Customer satisfaction (NPS, churn, feedback)
• Revenue retention and growth

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 09 September 2025.

The base location for this role is Vodacom Umhlanga.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

The Apex Group was established in Bermuda in 2003 and is now one of the world's largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That's why, at Apex Group, we will do more than simply 'empower' you. We will work to supercharge your unique skills and experience.

Take the lead and we'll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

The Role:
The Client Service Support Team will work in close cooperation with our Client Service Managers and with focus on supporting activities, reporting in relation to existing and new/onboarding clients.,

Job specification:

• Support Client Service Managers in preparatory work the client lifecycle
• Actively manage certain projects
• Ownership of reporting related to regulators, central banks and clients
• Updating and maintaining internal reporting systems
• Continuous review and preparation of Management Company reports
• Etc as this is a developing team with a growing client base and tasks

Skills Required:

• Business degree
• Proven self-starter with the ability to work independently while supporting the overall goals of the team
• Excellent time management skills essential along with ability to run simultaneous projects
• Strong interpersonal and written communication skills
• Results driven and proactive in problem-solving
• Excellent client service skills, client focused and delivers work to an exceptionally high standard
• In-depth knowledge of Excel / Word / PowerPoint
• Concern for quality

Advantages:

• Previous Fund experience is an advantage
• Knowledge of UCITS and AIF Fund structures (Lux & Irish)
• Understanding of Management Company / AIFM structure

Disclaimer: Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

Location: (Johannesburg, South Africa) Hybrid/On-site

Reporting To: Professional Services Manager

Role Summary

xxx is seeking a Mid-to-Senior Technical Consultant to join our growing team. This role is central to configuring and implementing customer solutions across our portfolio of low-code/no-code platforms (Agiloft CLM, Ivanti Service Management, Halo ITSM). The successful candidate will combine strong business analysis skills with hands on technical configuration expertise, working directly with clients to design, implement, and deliver business process automation solutions that add measurable value. This role is ideal for a professional with a background in business process analysis and automation, looking to deepen their technical expertise in configuration and integration, or for a seasoned consultant already proficient in end-to-end solution delivery.

Key Responsibilities

Client Engagement & Analysis

• Work closely with customers to gather, interpret, and document business requirements.

• Facilitate workshops, demos, and pre-sales discussions to translate customer needs into solution designs.

• Advise on best practices for process automation and system adoption.

Solution Configuration & Delivery

• Configure low-code/no-code platforms (Agiloft CLM, Ivanti ITSM, Halo ITSM, or similar) to meet customer requirements.

• Develop workflows, rules, and data structures aligned to business processes.

• Deliver solutions from scoping through to go-live, ensuring project milestones and customer expectations are met.

Technical Enablement & Integration

• Perform platform administration and customization (forms, fields, reports, dashboards).

• Support integration with external systems via web services, APIs, and scripting.

• Contribute to solution extensions using HTML, SQL/MySQL, Python, or related tools.

Project & Stakeholder Management

• Act as a trusted advisor to clients, ensuring clear communication and expectation management.

• Drive delivery to completion, coordinating with internal teams and client stakeholders.

• Support knowledge transfer and training for end-users and administrators.

Required Skills & Experience

Business Analysis & Process Knowledge

o Strong understanding of how business requirements flow through organizations.

o Experience mapping processes into system configurations.

o Prior experience in customer-facing consulting or solution delivery roles.

Technical Competence

o Demonstrated experience in configuring/administering low-code/no-code platforms (e.g., Salesforce, ServiceNow, Microsoft Dynamics, Freshdesk, Agiloft, Ivanti, Halo ITSM).

o Strong working knowledge of:

1. Databases: SQL, MySQL
2. Web & Scripting: HTML, Python, JavaScript (advantageous)
3. Integration: Web services, REST/SOAP APIs  Familiarity with ISS/IIS and general system administration concepts.

Professional Attributes

• Excellent communication and presentation skills—able to engage confidently with business and technical stakeholders.

• Proactive problem-solver with strong analytical thinking.

• Ability to work independently and within a team to deliver projects end-to-end.

• Comfortable managing multiple priorities in a fast-paced environment.

Desirable Experience

• 3–7 years of experience in technical consulting, solution delivery, or business process automation.
• Previous exposure to IT Service Management or Contract Lifecycle Management solutions.

• Integration and scripting experience to support custom business requirements.

• Experience in professional services, vendor, or VAR environments.

What We Offer

• Opportunity to work on leading low-code/no-code enterprise platforms.

• Exposure to diverse industries (retail, property management, finance, government).

• Career growth pathways from business analysis through to senior solution architecture.

• Collaborative, innovative, and supportive team culture.

• Competitive compensation and benefits package.

Remuneration

• Competitive market-related salary, dependent on experience

• Cost to company structure.

• Optional performance bonus based on key deliverables

• Professional development support (e.g., Vendor Certifications etc.)

Company Description

Mobiliti specialises in Cloud Migration and Management Services, helping businesses transition into the digital era. With a focus on Modernizing IT, Mobiliti aims to enhance performance, reduce costs, and improve operational efficiency through IT Management Services. By leveraging cost analytics, governance policies, and automation, Mobiliti drives transformative change in IT infrastructure.

Role Description

This is a contract role for a Team Leader: ICT Service Management. The Team Leader will be responsible for overseeing telecommunications projects, managing various teams, ensuring service delivery, and maintaining large client relationships. This position is based in the Johannesburg Metropolitan Area with the flexibility for some remote work.

Qualifications

• Must have managed teams in a large Corporate environment
• 5-years Telecommunication industry skills preferable
• 5-years+ Customer Service Management and Service Delivery expertise
• Ensure SLA compliance
• Team Management abilities with complex solutions
• Experience in managing telecom projects and teams with business acumen
• Strong problem-solving and decision-making skills
• Excellent communication and interpersonal skills
• Knowledge of ITIL v.3 or later framework is a must
• Bachelor's degree in IT or related field

The IT Service Management Consultant – Subject Matter Expert (SME) is accountable for leading ITSM consulting engagements, delivering value-driven improvement initiatives, and guiding clients through transformation programmes that align people, process, and technology. This role requires both depth in ITSM frameworks (ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, DevOps) and breadth in applying them to drive measurable business results. The Consultant acts as a trusted advisor, thought leader, and implementation specialist across multiple sectors.

KEY RESPONSIBILITIES

· Lead and manage ITSM-driven transformation and improvement projects for Pink Elephant clients.

· Conduct process maturity and capability assessments using frameworks such as ITIL, COBIT, ISO/IEC 2000, and CMMI.

· Design strategic roadmaps and implementation programmes aligned to client objectives and Pink Elephant's consulting methodologies.

· Facilitate executive and operational workshops, enabling clients to define and execute their service management strategies.

· Advise clients on governance, service design, automation, and experience management (XLAs).

· Support pre-sales activities, proposal development, and client solution design in collaboration with Sales and Technology teams.

· Contribute to Pink Elephant's thought leadership through content creation, webinars, and participation in industry events.

· Actively support the Pink Elephant corporate strategy, promoting collaboration across divisions and maintaining high-quality delivery standards.

· Ensure client satisfaction, delivery excellence, and achievement of agreed project KPIs and utilisation targets.

PROFESSIONAL / TECHNICAL EXPERTISE

Essential

o  Graduate qualification or equivalent industry experience.

o  ITIL 4 Managing Professional (or ITIL Expert v3 equivalent).

o  5–8 years' experience in ITSM consulting, advisory, or transformation roles.

o  Proven record of leading ITSM process improvement or implementation projects.

o  Strong knowledge of ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, and DevOps.

o  Excellent facilitation, presentation, and communication skills.

o  Full clean driving licence and own transport.

o  Willingness to travel across South Africa and the African continent.

Desirable

o  Certifications in PRINCE2, AgilePM, PMP, COBIT 5, ISO/IEC 27001, or DevOps.

o  Experience with ITSM and automation platforms (e.g. HaloITSM, Servicely AI, ServiceNow, Freshservice).

o  Experience contributing to industry forums, conferences, or publications.

KEY IMPACT AREAS

· Delivery excellence and client satisfaction.

· Quality of consulting outputs and recommendations.

· Thought leadership and contribution to Pink Elephant's brand reputation.

· Growth of new and existing client relationships.

· Achievement of personal and team KPIs and utilisation targets.

WHY JOIN PINK ELEPHANT

At Pink Elephant South Africa, you'll collaborate with some of the most respected professionals in the ITSM field, working on innovative transformation programmes that shape the digital future of service management. Join us and be part of a team recognised as Leaders in Next-Gen Service Management.

The IT Service Management Consultant – Subject Matter Expert (SME) is accountable for leading ITSM consulting engagements, delivering value-driven improvement initiatives, and guiding clients through transformation programmes that align people, process, and technology. This role requires both depth in ITSM frameworks (ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, DevOps) and breadth in applying them to drive measurable business results. The Consultant acts as a trusted advisor, thought leader, and implementation specialist across multiple sectors.

Key Responsibilities

· Lead and manage ITSM-driven transformation and improvement projects for Pink Elephant clients.

· Conduct process maturity and capability assessments using frameworks such as ITIL, COBIT, ISO/IEC 2000, and CMMI.

· Design strategic roadmaps and implementation programmes aligned to client objectives and Pink Elephant's consulting methodologies.

· Facilitate executive and operational workshops, enabling clients to define and execute their service management strategies.

· Advise clients on governance, service design, automation, and experience management (XLAs).

· Support pre-sales activities, proposal development, and client solution design in collaboration with Sales and Technology teams.

· Contribute to Pink Elephant's thought leadership through content creation, webinars, and participation in industry events.

· Actively support the Pink Elephant corporate strategy, promoting collaboration across divisions and maintaining high-quality delivery standards.

· Ensure client satisfaction, delivery excellence, and achievement of agreed project KPIs and utilisation targets.

Professional / Technical Expertise

· Essential

o Graduate qualification or equivalent industry experience.

o ITIL 4 Managing Professional (or ITIL Expert v3 equivalent).

o 5–8 years' experience in ITSM consulting, advisory, or transformation roles.

o Proven record of leading ITSM process improvement or implementation projects.

o Strong knowledge of ITIL, COBIT, ISO/IEC 2000, SIAM, Agile, and DevOps.

o Excellent facilitation, presentation, and communication skills.

o Full clean driving licence and own transport.

o Willingness to travel across South Africa and the African continent.

· Desirable

o Certifications in PRINCE2, AgilePM, PMP, COBIT 5, ISO/IEC 27001, or DevOps.

o Experience with ITSM and automation platforms (e.g. HaloITSM, Servicely AI, ServiceNow, Freshservice).

o Experience contributing to industry forums, conferences, or publications.

Key Impact Areas

· Delivery excellence and client satisfaction.

· Quality of consulting outputs and recommendations.

· Thought leadership and contribution to Pink Elephant's brand reputation.

· Growth of new and existing client relationships.

· Achievement of personal and team KPIs and utilisation targets.

Why Join Pink Elephant

At Pink Elephant South Africa, you'll collaborate with some of the most respected professionals in the ITSM field, working on innovative transformation programmes that shape the digital future of service management. Join us and be part of a team recognised as Leaders in Next-Gen Service Management.

Job Types: Full-time, Permanent

Application Question(s):

• What is your total current salary?
• What is your expected total salary?
• Are you permanently/contract basis employed or unemployed?
• What is your notice period?

Work Location: In person

How you'll role

As a SaaS Implementation Specialist, you will spearhead the rollout of solutions for a diverse clientele. This client-facing role demands exceptional problem-solving and communication abilities as you design workflows, conduct training, and oversee the effective adoption of solutions. You're at the forefront of our operations, ensuring client needs are met with innovative workflow designs and seamless execution.

What you'll do

• Lead client discovery calls to identify key needs and process challenges.
• Design and implement streamlined workflows in and
• Build, configure, and customize boards, dashboards, and automations.
• Conduct training sessions using Loom, Fireflies, and live interactive platforms.
• Ensure delivery within set timelines and scope, maintaining high-quality standards.
• Continuously enhance skills and knowledge about and related SaaS solutions.
• Regularly update project progress and status with clients.

What you'll need

• 2–4 years of experience in SaaS implementation or consultancy roles.
• Proficiency in using , with certifications seen as an advantage.
• Experience with workflow automation tools like
• Comfortable conducting client-facing sessions and managing stakeholders.
• Ability to analyze and structure communication effectively.
• Preferred experience with Python, PostgreSQL, and JavaScript for advanced solutions.

Purpose of role:

To lead, support and strengthen the operational environment at PFS by managing fund and client onboarding, overseeing transitions, driving client-driven changes, and championing process and technology improvements to enable scalable growth.

Duties and responsibilities:

• Lead and support all new client onboardings, terminations, portfolio transitions, fund launches, and structural change.
• Manage end-to-end transition processes, ensuring seamless coordination and minimal disruption to operations.
• Drive fund setup processes, including fee calculations and NAV reconciliation book development.
• Identify, scope, and implement system and process enhancements across the implementation and operations value chain.
• Act as a key liaison between Business Development, Operational teams, Project Office and Client.
• Develop and maintain project plans aligned to strategic objectives as set out by the Implementation Manager.
• Use internal and client-facing dashboards and reports to improve transparency and engagement.
• Build strong relationships across internal teams and with clients, ensuring consistent stakeholder alignment.
• Take ownership of project delivery, ensuring timelines and deliverables are consistently met, while taking operation teams' capacity into account.

Required experience:

• Strong understanding of different fund structures used by Investment Managers, transition management and project management is essential in this role.
• Suited to someone used to working in small, high-performance teams and dealing with multiple projects at once.
• Advanced level experience in Excel and related systems.
• Advanced level of Fund Accounting experience.
• Strong understanding regarding the function of Transfer Agency.

Required Qualifications:

• Relevant BCom / BSc Degree (with a focus placed on either Investments, Finance, Commerce or Data Science).

Key competencies:

• Strong sense of ownership and accountability across multiple tasks and priorities.
• Highly organised, with excellent time and workload management skills.
• Team-oriented with a positive, collaborative approach.
• Resilient under pressure, with the ability to adapt to changing priorities.
• Analytical and solution-oriented mindset.
• Honest, respectful, and culturally sensitive in all interactions.

Why this role:

This is an exciting opportunity as part of a growing, high-performance business specifically focused on scaling up and improving efficiencies. In this key role you will be at the forefront of PFS by taking on new funds and clients, managing the transition process, working with client driven change requests, process improvement and better utilisation of technology to improve and grow the environment.