Service Manager Iii

6 days ago

Johannesburg, South Africa Nedbank Full time

**Requisition Details & Talent Acquisition Contact**
- REQ 121806 - Keabetswe Modise**Job Family**
- Information Technology

**Career Stream**
- IT Operations**Job Purpose**
- To effectively deploy and practise Service Level Management elements in the organisation and align business needs with the delivery of IT Services.**Responsibilities**:

- Spans across all activities (UX, Service and supporting processes) of service design and ensures their effectiveness and efficiency, managing, governing, and co-ordinating the delivery of services.
- Perform design or redesign of services to improve operational efficiency.
- Analyze, implement, and update services to ensure I&O strategy is enabled.
- Analyze the effectiveness of services to develop strategies to improve workflow effectiveness.
- Determine critical root cause analysis to drive strategic change to improve the current services offered.
- Equip the team on new service design improvements.
- Provide technical and analytical support on various I&O strategies.
- Manage and lead I&O colleagues to co-create designs to achieve squad objectives.
- Manage multiple projects or initiatives at one time.
- Design and integration of new services into ITSM processes (ranging from monitoring, event management, incident and problem management, access management, helpdesk, CMDB)
- Integrate services into technical, SLA, Financial Management and service catalogue requirements with a customer mindset
- Implementation of new services end to end (with a service provider and customer mindset)
- Business readiness and process change management of new services
- Monitoring and supporting new implementation
- Understanding industry best practices
- Implementation of capabilities (e.g. demand management, DevOps, portfolio management, customer moments of truth).
- Create and rapidly iterate service prototypes
- Engage the whole multidisciplinary team with the design process
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
- Essential Qualifications - NQF Level- Matric / Grade 12 / National Senior Certificate

**Educational Requirements**:

- Must have a relevant IT/Business degree or equivalent NQF level diploma
- Well versed in Agile (SAFe 5 Agilist certified) and IT Service Management (ITSM)
- Well versed in Design Thinking methodologies and BizDevOps
- Business Analysis experience
- Process Engineering/Re-engineering or Business Process Modeling Notation (BPMN)
- Project Management knowledge and experience
- ServiceNow Knowledge and experience would be an advantage.

**Skills**
- Design
- Analysis
- Analytical
- Organisational and people skills
- Resilient
- Coordination
- Communication
- Tenacious
- Challenge the norm and conventional thinking
- Thought leadership
- Facilitation
- Collaboration
- Relationship management
- Conflict management
- Persuasion
- Negotiation
- Stakeholder management
- Strong ability to translate between technical and non-technical audience with confidence
- Self-motivation and able to take responsibility

**Minimum Experience Level**
- 5 - 10 years customer service experience of which at least 4 years within the IT industry

**Culture**
- Values Driven
- Authentic
- Passionate

**Technical / Professional Knowledge**
- Business writing
- Governance, Risk and Controls
- Microsoft Office
- Principles of project management
- Relevant regulatory knowledge
- Relevant software and systems knowledge
- Cluster Specific Operational Knowledge
- Data Analysis and Interpretation
- MS SharePoint
- financial principles

**Behavioural Competencies**
- Communication
- Decision Making
- Influencing
- Initiating Action
- Continuous Improvement
- Planning and Organizing
- **_Please contact the Nedbank Recruiting Team at +27 860 555 566_

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