Lead: Service Control
The Coca-Cola Company · Gauteng
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- Coca-Cola Beverages Africa CCBA presents an exciting opportunity for a Lead: Service Control, to join the Enabling Technology team at CCBA. The role will report to the Group Head: Technology Enablement.
Key Purpose
- To establish and embed effective IT Service Management governance, operational control and performance-management practices that improve service quality, customer experience, operational visibility, process maturity and service-provider performance across markets.
Key Duties & Responsibilities Key Outputs and Accountabilities include, but not limited to:
- Service Excellence & Customer Experience: Drive high-performing IT service operations that improve service quality, responsiveness, customer experience and business satisfaction.
- ITSM Governance & Maturity: Establish and embed ITSM governance, standards and processes that improve operational control, consistency and service maturity across markets.
- Operational Control & Visibility: Provide effective service governance, reporting, dashboards and insights that enable proactive decision-making, accountability and performance management.
- Service Desk Effectiveness: Improve Service Desk capability through stronger processes, automation, self-service enablement and improved resolution effectiveness.
- Change & Release Excellence: Strengthen change and release governance to improve deployment success, reduce operational risk and enable smoother transitions into operations.
- Configuration & Asset Management Excellence: Establish accurate CMDB and asset management practices that improve visibility, control, compliance and lifecycle optimisation.
- Vendor & Service Partner Performance: Improve vendor accountability and service outcomes through effective SLA governance, performance reviews and service improvement initiatives.
- Operational Digitisation & Continuous Improvement: Drive automation, simplification and process optimisation to increase productivity and improve IT service delivery.
- Capability Building: Build ITSM capability across service owners, teams and markets to strengthen operational discipline and service ownership
Skills, Experience & Education Qualifications:
- Bachelor's Degree in Information Technology, Computer Science, Business Technology or related discipline.
- ITIL certification required.
- ITIL 4 Managing Professional advantageous.
Experience
- 8–12 years' experience in IT Service Management, IT Operations or Digital Operations.
- Experience leading ITSM frameworks and operational governance.
- Experience managing Service Desk, vendors and service partners.
- Experience operating in multi-country or complex enterprise environments.
- Experience driving IT process improvement and transformation initiatives.
Skills
- ITIL service management practices
- Incident, Problem, Change and Release Management
- Service Level Management
- CMDB and Configuration Management
- IT Asset Management
- Service reporting and analytics
- Vendor and SIAM governance
- Process automation and optimisation
- Governance, risk and compliance
- Strong operational ownership and accountability
- Customer-focused mindset
- Data-driven decision-making
- Strong governance discipline
- Influencing and stakeholder management capability
- Continuous improvement mindset
- Ability to simplify and standardise complex processes
Deadline:3rd September,2026