Overview
IT Manager Jobs in Bellville at Metropolitan Life
Introduction
Metropolitan is one of the oldest financial services brands in South Africa. With a 125-year legacy of serving the communities in which it operates, Metropolitan represents true empowerment in serving Africa’s people through affordable financial solutions that create financial growth and security. Metropolitan operates in South Africa, but the brand is also present in 7 African countries including, Namibia, Botswana, Kenya, Ghana and Lesotho. Metropolitan provides financial wellness solutions that meet the needs of low-income clients, including funeral insurance, health, savings, hospital cash-back cover, retirement solutions and life insurance. www.metropolitan.co.za
Disclaimer
As an applicant, please verify the legitimacy of this job advert on our company career page.
Role Purpose
Manage all aspects of the end-to-end support process and be the point of escalation for all support matters, to ensure professional and effective resolution of incidents and requests across the business.
Requirements
Relevant IT qualification
MCP or entry-level technical certification
COMPTIA A+ Certification and/or Microsoft Certified Desktop Support Technician
5–7 years of progressive experience in IT service management
Demonstrated expertise in Incident and Problem Management within complex, hybrid environments (on-prem and cloud)
Hands-on experience with ITSM platforms (e.g., JIRA Service Management)
Strong understanding of infrastructure services (servers, networking, storage, cloud, etc.) and enterprise applications
Proven experience creating and executing disaster recovery and business continuity plans
Excellent leadership, conflict resolution, and communication skills
ITIL v3 or ITIL 4 Foundation certification required: Intermediate or Expert level preferred
Proven experience in ITIL framework
Duties & Responsibilities
Internal process
Manage a Support team, ensuring that all relevant escalated queries are attended to and that service level agreements are met in line with business expectations.
Design and enforce request handling and escalation policies and procedures to ensure service excellence.
Accept full ownership of incidents, from origin to final solution, as and when needed.
Manage the escalation process on 1st level, including escalation to vendors, in line with business needs.
Communicate ticket statuses to users; report daily progress and bottlenecks to management and create enhancements and optimisation to processes where possible.
Track and analyse trends in Service Desk and Desk-side support requests and generate statistical reports to create visibility of work.
Provide executive reporting on progress and performance statistics for the team as and when needed.
Identify areas of concern or opportunities to develop and implement end user training programs to increase computer literacy and self-sufficiency.
Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users to enable users.
Collaborate with other sections of the IT team to identify and/or improve the performance of the support desk on a continual improvement basis.
Conduct research on emerging services, protocols, and standards in support of support desk and desk-side support improvement efforts.
Client
Provide authoritative expertise and advice to clients and stakeholders.
Build and maintain collaborative, professional relationships with clients and stakeholders.
Deliver on service level agreements made with clients and stakeholders in order to ensure that expectations are managed.
Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
People
Create a positive work climate and culture to energise employees, give meaning to work, minimise work disruption and maximise employee productivity.
Demonstrate exemplary leadership behaviour, through personal involvement, commitment and dedication in support of organisational values.
Assist with recruiting suitably qualified talent in line with Employment Equity principles and organisational values.
Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement and cohesiveness.
Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
Assist in effective workforce planning practices to ensure that staffing requirements are accurately forecasted.
Identify employee growth and development needs and schedule interventions to enable ongoing development, training and personal growth.
Effectively manage performance within the team in order to ensure business objectives are achieved.
Encourage innovation, change agility and collaboration within the team.
Finance
Contribute to the development of area specific budgets to minimise expenditure, in alignment with operational plans.
Identify solutions to enhance cost effectiveness and increase operational efficiency.
Implement and provide input into governance processes, systems and legislation within area of specialisation.
Escalate unresolved policy and governance compliance issues via appropriate channels for investigation and resolution purposes.
Provide input into the risk identification processes development and communicate recommendations in the appropriate forum.
Incident Management
Own the full lifecycle of incident response: detection, prioritization, investigation, escalation, and resolution.
Coordinate the resolution of P1/P2 incidents across multiple teams, including infrastructure, application, and security.
Establish communication protocols for real-time status updates to internal stakeholders during major incidents.
Maintain incident records with detailed root cause and resolution notes for audit and review purposes.
Deliver post-incident reviews (PIRs) and publish actionable outcomes to reduce incident recurrence.
Problem Management
Conduct trend analysis using incident records, logs, and performance metrics to identify underlying problems.
Use root cause analysis methodologies (e.g., 5 Whys, Fishbone diagrams) to eliminate repeat issues.
Manage the Known Error Database (KEDB) and work closely with development and infrastructure teams to deploy permanent fixes.
Coordinate proactive problem reviews and service health assessments on a scheduled basis.
Disaster Recovery & Business Continuity
Develop and own the IT Disaster Recovery (DR) Plan, aligned with the company’s Business Continuity Plan (BCP).
Schedule, execute, and document DR tests (tabletop and live simulations) in line with group standards.
Ensure that backup, replication, and recovery solutions are validated, operational, and meet RTO/RPO targets.
Act as the Incident Commander during crisis events, orchestrating technical and communication workflows.
Process & Service Improvement
Define, measure, and optimize ITSM processes using the ITIL framework; drive continual service improvement (CSI) initiatives.
Ensure alignment between ITSM processes and internal security, compliance, and audit requirements.
Collaborate with other IT leaders to improve operational maturity and service transparency.
Competencies
Examining Information
Developing Strategies
Convincing People
Articulating Information
Making Decisions
Directing People
Team Working
Managing Tasks
Title: IT Manager
Company: Metropolitan Life
Location: Bellville
