IT Service Delivery Manager

2 months ago

Cape Town, Western Cape, South Africa Old Mutual Full time

About the Role

This is a key leadership position within our IT organization, responsible for managing projects to deliver specific products or transformations via a multi-disciplinary, highly skilled IT team.

The IT Service Delivery Manager will oversee a team of technical specialists that enable the delivery of high-quality technology solutions to end users to meet business needs. Defining project needs and feeding these into the programme/portfolio/product process to enable resources to be appropriately allocated.

This role is core to decisions that build high-performing teams, where people are excited about the work they are undertaking. The IT Service Delivery Manager is required to establish and manage expectations within the business and to drive the IT team to achieve those expectations to a high standard working closely with Product Owners, software delivery teams, 3rd Parties and Scrum Masters.

Key Responsibilities

  • Lead a team of technical IT specialists.
  • Provide support, supervision, training, direction and mentorship in tech development, support and service delivery.
  • Delivering complex projects, breaking down barriers for your team and both planning at a higher level and getting into the detail to make things happen when needed.
  • Monitor, control and support software service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Give inputs to best practices in IT.
  • Ensure that policies and procedures are followed.
  • Ensure that teams are improving performance, service, and product quality.
  • Use gathered information and research to target areas that need improvement.
  • Ensure team members are familiar with IT service delivery processes and best practices.
  • Work with change management throughout the SDLC process

Operations and Development

  • Process efficiency and effectiveness.
  • In-scope process optimization.
  • Operational compliance.
  • Oversee and guide link delivery process from start to finish.

Effort Management

  • Customer (user) satisfaction.
  • Good communication around issues and opportunities – get things done, make things happen.
  • Building, maintaining and analysing service reports to address any possible delays before it occurs.
  • Drive deliverables through industry-standard life cycles by establishing a reputable, well-managed team and delivery environment.

Organizational Management

  • Manage software service delivery resources within budget and project schedules.
  • Nurture, grow, and develop team members.
  • Articulates the technical architecture, roadmap, and solution details to all stakeholders.

Requirements

  • Relevant tertiary qualifications.
  • 4 -6 years of managerial experience.
  • Experience working in an IT Agile Environment.
  • Experience working in a Banking Environment.
  • In-depth knowledge of the system development life cycle.
  • Knowledge of Agile methodologies.
  • 3rd party/vendor Management.
  • Strong communication skills to motivate and lead.
  • Ability to lead a team of technical specialists.
  • Strategic Thinking.
  • Innovation.
  • Changing and improving.
  • Making effective decisions.
  • Leading and communicating.
  • Collaborating and partnering.
  • Managing a quality service.
  • Delivering at pace.
  • Strong technical knowledge of the following;
  • Software knowledge.
  • Technical experience in a delivery environment.
  • Leadership – IT essential leadership skills to encourage teamwork and motivate employees.
  • Strong problem-solving skills.
  • Detail-oriented and diligent.

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