Service Manager Ii

7 months ago

Johannesburg, South Africa Nedbank Full time

**Requisition Details & Talent Acquisition Consultant**
- REQ 133511 - Keabetswe Modise**Job Family**
- Information Technology

**Career Stream**
- IT Operations**Leadership Pipeline**
- Manager Self Technical**Job Purpose**
- To draft; negotiate; agree and sign off SLAs; between Group Technology and Internal Business partners and to act as ongoing custodian of the SLAs overseeing the alignment and management of IT services through a process of definition; agreement; operation measurement and review and including monthly monitoring and reporting on operational performance against the SLAs requirements and instigate actions to address negative variances of performance in line with the agreed SLA.

**Job Responsibilities Continue**
- ServiceNow knowledge, specifically CIM module (Continuous Improvement Management)
- Process management (ability to manage improvements according to the agreed process)
- Analysis of data and performance measures
- Ability to extract improvement ideas from a wide audience.
- Ability to negotiate deliverables and timelines.
- Ability to interact at all levels of the organisation.
- To take the lead in the creation & management of SIP's and the CSI process - this is a Primary Function (Proactive Management of SIP's).
- Managing multiple Service Improvement plans within the organisation ensuring commitments and timelines are achieved.
- Initiate I&O Manco reporting with relevant information that adds value
- Analyse Incident Management dashboards, download SLA reports etc. with an objective of finding service deficiencies in order for us to initiate and implement improvements.
- Investigate issues (e.g. Incidents or Tasks without SLA’s, long outstanding Incidents and/or quests, Empty assignment groups, Groups that are failing SLA’s, inadequate process flows or process flows that are not working etc.)
- Analyse ServiceNow Benchmarks to find areas that are now working properly, and improvements are required to ensure Nedbank is below the international benchmarks. (i.e. when benchmarks are RED)
- Management of the Employee Experience Forum - ensure the Forum evolves continuously while providing good insights into performance while improvement must be continuous.
- Customer escalations and complaints are addressed with relevant resolver team and resolved with customer in mind with a view of removing repeat findings and negative feedback.
- Pro-active Management of Requests
- Leverage ServiceNow's capabilities, and enhance our Customers

**Responsibilities**:

- Achieve goals and objectives through understanding and embracing the Nedbank Vision and Values and by demonstrating the values through interaction with team and stakeholders.
- Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from management.
- Ensure personal growth and enable effectiveness in performance of roles and responsibilities by completing all learning activities; experience practiced and certifications obtained and/or maintained within specified time frames.
- Ensure knowledge management; continuity; team success and that information is provided in the correct way to stakeholders by sharing knowledge with team.
- Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
- Support Nedbank efforts to create a great place to work and bank by participating in Nedbank corporate citizenship initiatives.
- Achieve business strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis) by participating and supporting corporate social responsibility initiatives.
- Improve or enhance processes by identifying and recommending improvements to tools; policies and procedures adding value to Nedbank.
- Ensure and improve the quality of service provided by documenting current and future service level requirements for the customer.
- Report on services rendered and initiate corrective actions if required by conducting service performance reviews with customers.
- Ensure performance enhancement by conducting customer satisfaction surveys.
- Ensure that services are documented and measured according benchmarking standards through engage with internal Stakeholders.
- Ensure that all agreed services/ delivery targets; due dates and standards met through negotiating; updating and signing Service Level Agreements (SLA's) annually between Group Technology and Stakeholders.
- Improve the service offering by providing advise on potential gaps in the services rendered to Group Technology.
- Reflect the Group Technology (GT) services rendered to all Stakeholders by participating in the creation of service model; relevant governance process and frameworks.
- Initiate and finalise all items documented in the interim amendment schedule of the SLA's for inclusion of the next SLA neg

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