IT Support Technician Team Lead

7 months ago

Bellville, South Africa Sanlam Full time

Who are we?
Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam. What will you do?
This role will be responsible to manage the team responsible for End User Support at all our Major(Class A sites) and for End User Release Management for all End User Devices.
The role will also be responsible to drive continual service improvement programs, maintaining, and improving ongoing quality and Innovative services. This will include, but is not limited to, automation & self-service capabilities, end user training and skills upliftment and training of End User Support staff. What will make you successful in this role?
Provide end user computing support to BAU and Business Projects
Coordinate improvement with service owners to identify optimization opportunities in the End User environment
Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service and End User Support Service’s vision and strategy
Management of End User SLA’s for Major Sites
Ensures quality assurance on all testing and maintenance carried out in the EUS environment
Management of the EUS budget and project budget to ensure costs are contained and managed
Ensure EUS policies are documented, understood, and complied to by all the EUS support teammembers
Provide input to Development of a plan to optimize, standardize and automate services to reduce costsand provide a more agile service which aligned to Sanlam’s Digital Strategy
Coordinate all audit requirements and documentation related to the EU & OS Communications
Monthly interface meetings with all Businesses which will include reporting to the various Businesses interms of the overall EUS and SLA achievement
Develop and communicate a consolidated risk register and a mechanism to provide feedback tomanagement and clients on mitigation and escalations
Regularly report on progress of initiatives and service improvements to management
Manage EUS SLA’s and ensure that the necessary processes and controls are implemented andexecuted by internal SGT teams as well as external Service Providers if applicable
Responsible for EUS&OS Release Management and Security Patching & Third-Party Patching ofendpoints
Communicate quality improvement goals and vision and alignment with budgets
Coordinate training and skills upliftment for the EUS Major Site Support staff
Coordinate the relationship between vendors and the EUS resources
Establish and communicate End User Service Escalation Matrix for Major Sites
People management - This should include ensure efficient and ongoing training schedules for all EUS Support team members, management of BEE targets, key man dependencies and succession planning and critical skills shortages
Drive and own the EUS Problem Management process and ensure representation in the SGT Problem Management Forum
Compliance to all SGT Policies and Procedures applicable for the End User Support Staff
Identify and implement continuous Service Improvement initiatives in the End User Service environment
Ensure that the End User Support Model for Major Sites align with the requirements of the Sanlam End Users and Sanlam’s nWOW (new Way of Work) Qualification and Experience

**Qualifications**:
Matric
Post matric qualification in the field of Computer science or IT Management preferred.
ITIL Education and/or Certification (At least ITIL3) preferred

**Experience**:
A minimum of 10 years’ overall experience as End User Support Manager is preferred, with the last 3 insame or similar role Knowledge and Skills Incident and Problem Tracking Compliance Information Reporting Computer Operations Computer Installation Personal Attributes Interpersonal savvy - Contributing through others Decision quality - Contributing through others Action orientated - Contributing through others Optimises work processes - Contributing through others Build a successful career with us
We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future - your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters - Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office - the group provides many opportunities for growth and development. Core Competencies Being resilient - Contributing through others Collaborates - Contributing through others Cultivates innovation - Contributing through others Customer focus - Contributing through others Drives results - Contributing through others Turnaround time
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