Overview
IT Assistant Manager Jobs in City of Cape Town, Western Cape, South Africa at Atain
Title: IT Assistant Manager
Company: Atain
Location: City of Cape Town, Western Cape, South Africa
About Organization -Atain
Atain is committed to simplify complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. Established in 1998, with 100% focus on customer experience, we are a Technology, digital services & BPM company committed to deliver innovation and business excellence for our 75+ marquee customers across the global technology sector. We have a global delivery footprint, spread across 19 centres in 11 countries, with 25,000 CX and Technology experts from 35+ nationalities.
Job Summary
The IT Assistant Manager is responsible for managing local IT service delivery operations, acting as the primary point of contact for client-facing IT engagements, and ensuring seamless coordination between business stakeholders and internal IT technical teams. The role focuses on operational excellence, service reliability, continuous improvement, and strong customer relationship management while leading a small desk-side support team.
Roles & Responsibilities
IT Operations & Service Delivery
- Manage local IT delivery operations, including 2 desk-side support engineers working in shifts, ensuring uninterrupted IT support.
- Act as the Single Point of Contact (SPOC) for client-facing IT management, escalations, and communications.
- Ensure effective delivery of IT services aligned with SLAs, OLAs, and contractual commitments.
- Oversee and manage incident, service request, and problem management processes.
- Lead and coordinate global major incident management (P1/P2), including root cause analysis (RCA) and corrective action plans.
- Monitor and manage standard IT KPIs and performance metrics, driving continuous service improvements.
Stakeholder & Client Management
- Collaborate closely with local delivery managers, operations leaders, and cross-functional departments to support business objectives.
- Maintain strong external customer relationships, establishing regular governance cadence, service reviews, and IT-business alignment forums.
- Ensure proactive communication with clients regarding service performance, risks, and improvement initiatives.
Collaboration with Internal IT Functions
- Liaise with internal IT technical verticals including Network, Systems, Telephony, Security, Service Delivery, and Commercial teams to meet service delivery expectations.
- Coordinate with enterprise IT teams to implement global standards, policies, and technology initiatives at the site level.
Reporting, Data & Governance
- Collect, analyze, and present business and operational data for internal leadership and external client reporting.
- Prepare dashboards, MIS reports, trend analysis, and executive summaries on IT performance.
- Support audits, compliance requirements, and governance reviews from both internal and client perspectives.
Asset & Resource Management
- Ensure proper allocation, utilization, tracking, and lifecycle management of IT assets, including hardware, software, and licenses.
- Maintain accurate asset inventories and ensure adherence to company IT policies and security standards.
- Support budgeting inputs, cost optimization initiatives, and IT consumption tracking.
Continuous Improvement & Leadership
- Drive ideation, planning, and implementation of IT service improvement initiatives.
- Identify automation, process enhancement, and technology upgrade opportunities to improve productivity and user experience.
- Provide guidance, coaching, and performance oversight to team members, fostering a culture of accountability and excellence.
- Ability to work independently as well as collaboratively within global and regional teams.
Key Skills & Competencies
- Strong knowledge of IT service management (ITIL framework)
- Excellent client-facing, communication, and stakeholder management skills
- Experience managing desk-side / end-user support environments
- Strong analytical, reporting, and problem-solving capabilities
- Ability to manage high-pressure situations, especially during major incidents
- Good understanding of IT infrastructure, end-user computing, and enterprise systems
- Leadership skills with a hands-on, service-oriented mindset
Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, or related field
- 6–10 years of IT experience, with at least 2–3 years in a supervisory or assistant manager role
- ITIL certification preferred (Foundation or higher)
- Experience in BPO / BPM / IT services environments is an advantage
Desired Attributes
- Customer-centric and solution-oriented approach
- Strong organizational and multitasking abilities
- Proactive, adaptable, and improvement-driven mindset
- Ability to align IT services with business and client needs
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a nondiscriminatory environment free from intimidation, harassment or bias based upon these grounds.
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