IT Operations Manager

1 month ago


Randburg, South Africa Absa Bank Limited Full time

Empowering Africa’s tomorrow, together one story at a time.
- With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group. Job Summary

Job Description

Product & Service Direction Setting, Solution Design & Performance Management
- Assume ‘one stop shop’ accountability & ownership for the ITSM / ITOM platform/s and associated Databases. Assume this responsibility by ensuring the ongoing development and evolution of expertise in ITSM /ITOM & associated Enterprise technologies & tools.
- Work with CIO’s and business product owners to define the product strategy for the ITSM/ITOM Platform. This includes but is not limited to optimisation and configuration of existing capabilities but also the identification, design and configuration of entirely new capabilities
- Leverage a deep understanding of the organisations internal environment & external environment (e.g. regulatory), & identify opportunities to leverage the ITSM /ITOM platform to its full potential and achieve associated business (efficiency & effectiveness) benefits e.g. shift from reactive to proactive operations management, shift from manual activity to automated delivery etc.
- Act as the single point of partnership & assume responsibility for managing the senior business interface (product owner & broader set of stakeholders) relationship for our chosen platform technology
- Collaborate across the tech value chain (CSO, CTO, Service Engineering teams etc.) & the business value chain to guide the business on the appropriate solutions (cost to value) & the range of strategic technical choices to be made within the platform
- As a result of the above and broader planning processes, define & ensure approvals of the ITSM /ITOM platform/s roadmap (short, medium & long term) and associated business cases and budgets
- Work with business product owners / SME’s & process engineers to understand the business processes & identify associated opportunities based on platform capabilities
- Leverage specialist analysis tools, frameworks, techniques and practices to elicit, define and organize, document & model business requirements (process & data), across multiple stakeholder groups, into platform user stories
- This includes the design the unique platform processes to deliver on business requirements (now and future)
- Translate & document these user stories into a technical solution vision & specifications (Full Stack, Cross System) detailing integration points, business & technical impact & associated risk / opportunities to be realised
- Lead & facilitate the complete design of the config / new capability solution blueprints in partnerships with various technical experts e.g. architects
- Ensure all stakeholders are aligned and have the relevant information for effective technical decision making throughout the product development lifecycle
- Lead the detailed scoping, prioritisation & integration planning for the design & deployment of platform product solutions across multiple stakeholder groups with relevant project teams
- Take ownership for leading discussions in the Group Architecture forum and acquiring the appropriate approvals for platform enhancements & new capabilities
- Assume one stop shop accountability for the delivery of the product & solutions (End to End)
- Design & produce platform related management information & translate this into business insights for integrated and effective ITSM/ITOM across the organisation (e.g. CMDB updates, monitoring information and incidents etc.).
- Identify, source & produce, accurate, reliable, consistent information & ensure this information is maintained in the ITOM database (e.g. CMDB) to enable effective estate management
- Meaningfully contribute & ensure solutions align to the design & direction of the Group Architecture standards, principles, preferences & practices. Short term deployment must align to strategic long term delivery.
- Meaningfully contribute & ensure solutions align to the design and direction of the Group Infrastructure standards and practices e.g. OLA’s, IAAS, PAAS, SAAS, Containerisation etc.
- Stay ahead of the curve on all platform capabilities, future enhancements and practices with and beyond the product service provider (be defined as a platform specialist by the Service Provider)
- Ensure knowledge management practices are implemented and knowledge transfer takes place to mitigate any risks related to key man dependencies associated with the product (ensure ready now succession)

Managed Services
- Lead the commercial negotiation & contracting processes with our chosen platform providers in collaboration with procurement and sourcing
- Close commercially viable (new & or; renewals) deals on behalf of the organization
- Act as the single point of co


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