Job Purpose
The Operations Management Specialist role is responsible for ownership and execution of critical incident management, problem management, change management, and control processes across the SAA group, ensuring alignment with ITIL V4 principles and organizational policies. This role is pivotal in maintaining service stability, minimizing risk, and driving continuous improvement in IT infrastructure operations.
Principal Accountabilities
Ensure the efficient and effective management of change and problem management processes to improve cost control, system performance, and end user satisfaction
Implement robust processes for change and problem management that consistently deliver customer value and minimize service disruptions
Drive a customer-centric approach in all change, problem and incident management activities, ensuring that user needs and feedback inform process improvements
Ensure that governance, risk management, and compliance policies are embedded in all change and problem management processes, supporting organizational resilience and regulatory adherence
Provide regular, timely reporting on change and problem management activities, outcomes, and trends to key stakeholders for informed decision-making
Lead and drive continuous improvement initiatives within change and problem management, leveraging lessons learned and industry best practices to optimize service delivery
Monitor service performance and ensure that all changes and problem resolutions meet established SLAs and quality standards
Collaborate closely with team members to prioritize change requests and problem investigations, ensuring effective allocation of resources and timely resolution
Oversee and control changes to the airline's desktop environment and supporting services, ensuring that all modifications are strategically aligned and operationally sound
Implements change initiatives with the vision and strategic direction of the Airline
Oversee and enforce the Change Management process to ensure controlled and risk-assessed implementation of changes
Chair Change Advisory Board (CAB) meetings and maintain accurate change records, be the central coordinator pf CAB. Execute the referee and player between GRC and change management
Lead the response and coordination for major incidents impacting business-critical systems
Establish escalation protocols and ensure timely communication to stakeholders
Conduct post-incident reviews and implement lessons learned
Central coordinator of critical incidents
Identify and analyse recurring issues to determine root causes
Maintain a Known Error Database and drive permanent fixes to reduce incident volume
Collaborate with technical teams to implement preventive measures
Central coordinator of problem management and resolution
Coordinate with GRC, Information security and other streams for activities to Develop, maintain, and test DR plans in alignment with business continuity objectives
Coordinate and assist GRC as well as information security DR exercises and ensure readiness for critical system recovery
Provide risk assessments and mitigation strategies for operational resilience
Produce regular reports on change success rates, incident trends, and problem resolution metrics
Ensure adherence to governance, risk and compliance as well as best practise
Recommend process improvements and automation opportunities
Assist ICT resources to control and coordinate necessary vendors reports like Security/SOC, B/C and others
Qualifications & Experience
Grade 12 or equivalent at NQF level 4
A Bachelor degree in IT or Computer Science at NQF level 7
V4 Foundation Certificate in IT Service Management
ITIL® Intermediate: Service Transition Certificate
ITIL® Intermediate: Service Operations
Excellent understanding of IT infrastructure and operations
3 - 5 years IT Operations and Service Transition experience
Good fundamental knowledge of problem and change management functions and processes
Knowledge and Skills
Knowledge of problem and change management functions and processes
Application of ITIL principles
Knowledge of all IT Services
Knowledge of Airline's business procedures and processes
Contract negotiations and management
Service delivery
Knowledge of ITSM principles
ITIL Service, problem, incident, configuration management
License management, policy and governance
Decision making under pressure
Analytical skills
Good communication skills
Project management
Attributes
Engages in crucial conversations
Facilitates change and innovation
Implements and aligns to vision
Delivers value
Values team diversity
Role models' behaviours and values
Assertiveness
Team player
Self-motivation
Customer-centric
Deadline:16th March,2026