Duties, responsibilities and experience: Manage a IT team in South Africa Ensure control of the incidents / Service Requests are in line with SLAs Act as the principal contact for incidents / escalations / updates in Durban Define and Deliver process improvements aligned with best practice and business objectives Ensure team have resource available to support business operations Manage the relationship with our clients around incident management Build and maintain effective internal and external relationships always representing your function in a professional manner Manage effective and timely communication around ongoing technical issues internally and externally working with internal technical teams to ensure accuracy of information Ensure all SLAs are defined met and escalated appropriately to 3rd line Provide the SD KPI Dashboard on a weekly basis for Durban Build strong effective working relationships with internal and external stakeholders Positively contribute to ongoing cha...