Client Availability Leader

Job Description

We are seeking an experienced Client Availability Leader to support a long-term infrastructure and service availability contract for a key IBM South Africa client. The successful candidate will be responsible for ensuring service availability, incident response, disaster recovery readiness, and ITIL-based service management across multiple critical client locations.

This role is vital in supporting operational excellence and ensuring business continuity across distributed infrastructure environments, including collocation, disaster recovery, and production sites.

Monitor and track all reported incidents and service requests, ensuring they are logged, resolved, and reported in alignment with SLAs.

Maintain accurate and timely service management reporting using ITIL-aligned processes and tools.

Participate in and support the following operational and strategic functions:

• Change Management
• Audit Process Participation
• Disaster Recovery (DR) Tests
• Scheduled Maintenance & Standby Support
• Operational Task Support
• Collaboration with 3rd Parties & Project Teams

Contribute proactively to the continuous improvement of incident handling, availability, and recovery processes.

Travel between multiple client locations as required to support onsite services and critical operations.

Site Locations:

• Collocation DR Site – Centurion
• Alternate DR Sites – Pretoria North
• Third Copy Sites – Midrand
• SABN – Pretoria
• Head Office / Shared Office – Pretoria
• SA Mint – Midrand

• 5+ years in IT service operations, with direct experience in availability or incident management roles
• Strong understanding of ITIL v3/v4 principles (Incident, Problem, Change, and Release Management)
• Experience working across multi-site IT environments
• Demonstrated involvement in disaster recovery testing, audits, and infrastructure maintenance
• Excellent reporting and communication skills
• Familiarity with enterprise service management tools (e.g., Service Now, Remedy, etc.)
• Comfortable working with cross-functional teams and 3rd-party vendors
• Willingness and ability to travel regularly between client sites

• ITIL Foundation Certification (Mandatory)
• Relevant IT Infrastructure Certifications (e.g., CompTIA, Microsoft, Cisco, etc.) – Advantageous
• Project or Change Management training – beneficial