IT Service Capacity Manager

Overview

Are you a positive individual with a creative attitude that can deliver results for the customer? Can you take ownership of tasks, anticipate, and identify potential issues leading to service improvements? Do you have significant experience in IT support environments, Capacity Management, system management of secure IT solutions or IT infrastructures that contribute to IT service delivery? Do you want to make an impact and change the way the world works?

Do you have the drive to collaborate and achieve together with committed people to join our Contact Centre Support Team? If your answer is yes, we want to hear from you.

• Oversee end-to-end delivery of Capacity Management services across infrastructure, support functions and close collaboration with the customer.
• Own and execute the ITIL Capacity Management process, including Business, Service, and Component Capacity Management.
• Develop and maintain capacity plans, forecasts, and models for VMware environments.
• Monitor service performance metrics, analyse trends, forecast capacity allocation and consumption.
• Identify capacity risks, constraints, and performance bottlenecks before they impact services.
• Drive service improvement initiatives based on capacity data, customer feedback, and technology developments.
• Coordinate with internal IT teams (e.g., infrastructure, development, support) to resolve issues and implement improvements.

• Strong experience managing Capacity.
• Strong understanding of IT service management frameworks (ITIL v3 or v4 certification preferred).
• Experience with VMware infrastructure capacity Management.
• Excellent communication, stakeholder management, and conflict resolution skills.
• Strong analytical and problem-solving capabilities.
• Experience managing cross-functional teams in a complex technical environment.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 18 weeks.