Head of IT Service Management

2 months ago

Sandton, South Africa Discovery Ltd. Full time

**Business Unit**:Discovery Bank**Function**:Banking**Date**:20 Feb 2024- Head of IT Service Management**About Discovery**
- Discovery’s core purpose is to make people healthier and to enhance and protect their lives. We seek out and invest in exceptional individuals who understand and support our core purpose, and whose own values align with those of Discovery. Our fast-paced and dynamic environment enables smart, self-driven people to be their best. As global thought leaders, Discovery is passionate about innovating in order to not only achieve financial success, but to ignite positive and meaningful change within our society.**About Discovery Bank**
- Discovery Bank is a bank like no other - a shared-value bank, designed with our clients in mind. We’re all about sharing the value that clients create when they manage their money well, back with them through exceptional interest rates and rewards. Our Vitality Money programme measures how well clients manage their finances, informs them of what it means to be financially healthy, and empowers them with the knowledge to get enhanced rewards for managing their money well. If you’re adaptable, a problem-solver, always questioning the way things are done, passionate about doing what is right, and obsessed with providing a quality service experience, we have a job for you where you can be your best in an environment that’s challenging and innovative.**Job Purpose**
- To formulate, position, manage and coordinate the IT Service Management function, structure and processes provided in the development and production operation of the system landscape in line with industry best
practice, ensuring high levels of availability and stability of the business system.**Areas of responsibility may include but are not limited to**
- Process
- Oversee the implementation and operation of the ITSM program, including the implementation of the ITIL process and procedure development, deployment, and measurement and management of the organization's ITSM Tool.
- Management of processes, systems and functions to package, build, test and deploy changes and updates into a live, production environment
- Participate in the entire software development process and build and release cycle
- Maintain responsibility for software source code, change control, configuration management, issue tracking, build and deployment process
- Manage day-to-day proactive and reactive incident identification and management, ownership of a metrics dashboard related to IT services and delivery.
- Create documentation for various practices and procedures attributed to the support of the environment, including technical troubleshooting tips.
- Oversee and communicate the IT service delivery model for clients covering the aspects of IT services to be delivered in a service level agreement framework, adhering to key performance indicators and delivery capacity requirements.
- Manage and drive the Change Management process including tracking and reporting of release/maintenance window preparedness as well as post change results, impacts and trends.
- Champion policy frameworks and objectives with internal partners to ensure integration between functions in pursuit of strategic goals.
- Scan external environment, identify benchmarks and develop alternative operating plans or model to deliver on the Discovery Bank objectives and mandate.
- Direct, control, coordinate & optimise resources to meet established objectives & deliver agreed results across functional areas.
- Provide periodic reports on performance against plan & progress on medium-term initiatives & use to realign operating plan and objectives appropriately.
- Use insights & knowledge gained from high level reports to conduct abstract, conceptual & comparative analysis to define functional strategy.
- Proactively identify interconnected problems, develop and model alternative solutions as well as contingency plans to resolve value chain conflicts.
- GOVERNANCE
- Monitor legislative and regulatory changes and drive the alignment of governance, risk and compliance frameworks.
- Ensure the consolidation of the risk profile for the area of accountability, manage critical risks and ensure feedback integration.
- PEOPLE
- Communicate strategic context that guide best practice, foster an environment of continuous learning and improved employee engagement levels
- Create a positive work climate & culture to energize employees & give meaning to work, minimise work disruption and maximise employee productivity
- FINANCE
- Ensure that the own area's strategy is adequately budgeted for through the development and implementation of a requisite budget.
- Implement effective financial control, management of costs and corporate governance in area of accountability.
- CLIENT
- Define and influence relationships and service level agreements made with internal and external stakeholders.
- Build and maintain relationships with stakeholders to ensure integrated approa

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