At Smollan, we’re on an evolutionary journey where we’re shifting our story. We’re looking for truly unique people who believe in fostering a diverse and inclusive environment. Where our people are cared for, happy and inspired in building an extraordinary place to work.
About the role
Are you a strategic tech leader who treats service delivery like a precision machine? We are seeking a visionary Head of IT Service & End User Computing (EUC) to define, build, and govern our core service delivery and workplace technology ecosystem across global markets.
You will establish a disciplined, well-oiled support model, acting as the high-velocity, single global "front door" for all internal IT operations. If you are passionate about leveraging advanced AI to eliminate technical debt, optimizing massive enterprise infrastructure spend, and championing a user-obsessed digital workplace, this is your next definitive career move.
Key Responsibilities
As our global leader, your mandate will span several critical pillars:
- IT Service Strategy & Modernization: Define and enforce our Global IT Service Strategy and workplace architecture blueprint across 64 markets, aligning directly with broader Enterprise Architecture goals.
- Unified Global Front Door: Standardize a single entry point for all regional user segments to ensure absolute service catalog consistency.
- CMDB Integrity & Governance: Own the IT Configuration Management Database (CMDB) with automated platform discovery, enforcing strict global inventory standards while ensuring compliance with data privacy laws like GDPR and POPIA.
- AI Enablement & Platform Delivery: Operationalize cutting-edge AI capabilities, machine learning, and interactive virtual agents to shorten response times and deflect manual tickets.
- Global Operations & Financial Efficiency: Lead multi-market service desk teams across 64 markets. Manage global Capex/Opex budgets, optimize vendor agreements, and eliminate redundant regional expenditures.
- Talent Cultivation & Relationship Building: Recruit and mentor a high-performing global organization of Service Managers, Support Analysts, and Technical Engineers. Build trusted partnerships across all corporate tiers—from junior support staff to C-suite executives.
What You Bring
Experience & Background
- 10+ years of progressive experience in IT Service Management (ITSM), Technical Operations, or End User Computing (EUC).
- 5+ years in a senior leadership ("Head of") role within a complex, highly distributed global environment operating across multi-market networks.
- Proven track record building and managing 24/7/365 multi-market service architectures.
- Architectural command over modern ITSM tools, IT Asset Management, and identity/endpoint management systems.
Education & Certifications
- Education: Postgraduate or Master’s degree in Computer Science, Information Technology, Engineering, or a related technical/management field.
- ITSM Frameworks: ITIL Foundation, Practitioner, Expert, or Master certification (Mandatory, with practical deployment experience).
- Project Management: PRINCE2 Foundation & Practitioner, APM Essentials, or certified Agile framework tracking..
- Technical Certifications: SDI Service Desk Analyst/Manager, CompTIA A+ / Network+, or standard Microsoft Certified tracks (MCP / MCDST)
Location for this role:
We will be accepting applications from candidates in Cape Town, Gauteng, London and Mumbai.
Apply now to lead our IT Service and EUC organization into its next evolution.