Job Summary
- Type: full-time
- Location: Harare
- Category: IT & Telecoms
- Closing Date: 2026-06-29
Key Responsibilities
- Develops and implements the organisation’s IT services strategy in support of business and digital transformation objectives.
- Leads the design, implementation, and continuous improvement of IT service management processes.
- Ensures the delivery of reliable, efficient, and high-quality IT services.
- Monitors service performance and identifies opportunities to improve service quality and user experience.
- Analyses service trends and implements measures to minimise disruptions and improve service stability.
- Promotes a customer-focused service culture across IT and business functions.
- Ensures IT service processes align with organisational policies, standards, and operational requirements.
- Identifies, assesses, and mitigates risks associated with IT service delivery.
- Supports business continuity and service resilience through effective planning and coordination.
- Coordinates the resolution of critical service issues to minimise operational impact.
- Develops and maintains service performance dashboards and management reports.
- Reports on service performance, key risks, and improvement initiatives to management.
- Leads, mentors, and develops IT service management staff.
- Drives capability development and the adoption of leading IT service management practices.
- Fosters collaboration and effective working relationships between IT teams and business users.
Requirements
- Bachelor’s degree in Information Technology, Computer Science or related field.
- A relevant Master’s degree is an added advantage.
- ITIL v3 Intermediate – IT Service Strategy a must v4 Managing Professional or higher certification required.
- Additional certifications in ISO/IEC 20000, COBIT, or Project Management (e.g., PRINCE2, PMP) desirable.
- 5 years’ progressive experience in IT Management, with at least 3 years in IT Service Management.
- Experience in financial services, government, or mission-critical environments highly advantageous.
How to Apply
About the Company
Head Hunters Incorporated is currently one of the leading Human resources consultants firm in Zimbabwe.We employ 22 employees full time and a wide range of over 20 associate consultants including registered psychologists and computerized fully licensed software for profiling positions and individuals.
Frequently Asked Questions
What are the essential qualifications and certifications for a Senior Manager of IT Service Management in Zimbabwe?
Typically, a Bachelor's degree in Computer Science, Information Technology, or a related field is required, often coupled with a Master's or MBA. Key certifications like ITIL Expert or Master are highly valued, demonstrating advanced knowledge in IT service management frameworks. Extensive experience in managing IT operations and teams is crucial.
What are the typical day-to-day responsibilities for a Senior Manager – IT Service Management in a Zimbabwean organization?
You would primarily oversee the strategy, design, and continuous improvement of IT services, ensuring they align with business objectives and SLAs. This involves managing service delivery teams, implementing ITIL best practices, and driving operational efficiency across all IT service processes. Expect to handle incident, problem, change, and release management, while fostering a culture of service excellence.
What are the typical work culture and expectations for a senior IT management role within Zimbabwean organizations?
Zimbabwean work culture often values professionalism, respect, and a collaborative approach, even in senior leadership positions. Expect to mentor junior staff, navigate resource constraints with innovative solutions, and demonstrate resilience in managing complex IT environments. Adaptability and strong interpersonal skills are highly regarded in the local context.
What are the realistic career progression paths for a Senior Manager – IT Service Management in Zimbabwe?
Successful Senior Managers often progress to Head of IT, CIO, or other executive leadership roles within larger local or regional organizations. Specialization into areas like enterprise architecture, digital transformation leadership, or IT governance is also a common growth trajectory. Continuous professional development and strategic networking are key for advancement.
What typical benefits can a Senior Manager – IT Service Management expect in Zimbabwe?
Common benefits usually include a comprehensive medical aid package, a pension fund contribution, and statutory leave allowances such as annual leave and sick leave. Many senior roles also offer a company vehicle, fuel allowances, or performance-based bonuses, reflecting the seniority and strategic importance. These benefits vary significantly by employer and industry.
What should a job seeker focus on when applying for a senior IT management role through a recruiter like Head Hunters International in Zimbabwe?
Highlight your proven leadership in IT service delivery, strategic thinking, and ability to manage complex IT environments effectively. Emphasize relevant certifications and experience with local market challenges or specific industry regulatory compliance where applicable. A well-structured CV and cover letter, tailored to the specific role, are crucial for making a strong impression.