Senior Manager Service Delivery

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

Proactively partner a business unit to implement & manage of the full IT Service Management Value Chain & ensure the alignment of the business unit’s people, processes & systems to enable business continuity & consistent, quality service availability & resilience. This includes but is not limited to the following service management capabilities: - Service Catalogue (review & implementation) - SLA & OLA Management - Event Management and Monitoring - Stability and Resilience - Incident Management (Recovery) - Change & Release Management & overall Operational Readiness - Risk, Governance & Compliance (Group & Regulatory) - Service Management Data Analytics & Reporting Role context applies to all technology & technology teams internally & managed services / supplier partnerships

Job Description

Accountability: Service Delivery Management
- Act as the single point of contact & assume ‘one stop shop accountability’ for strategically partnering the CIO & Heads of Technology on the design, implementation and delivery of end to end Service Management across an estate
- Assume responsibility for service delivery and service performance across the business & deliver on service performance targets (quality, efficiency etc.) and objectives through proactive service delivery management & partnership to Technology teams
- Leverage emotional, social & business / commercial quotient to understand the broad range of stakeholders, their opinions & perspectives and reconcile these to deliver fit for purpose service management solutions that add value to the business (negotiation skills and dealing with complex and divergent stakeholder opinions are a must)
- Leverage deep technical expertise (Technology Stack & Broader Group Architecture, Infrastructure & Service Mapping) to lead the accurate and continuous mapping of IT services across the estate. This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks across the IT infrastructure environment (internally and externally provided).
- Mobilise the service management value chain (group & business) & Tech Leadership team to leverage the service health analysis and lead the development & implementation of plans and associated solutions to prevent events & disaster ahead of time
- Lead the Service Delivery optimisation and automation agenda across the estate - continuously improving and evolving technologies, processes and practices with visible and tangible business impact Design, lead and implement change management and capability plans to ensure the ongoing adoption of Service Engineering technologies by technology teams e.g. Service Now & CMDB ensuring clean & flawless datasets across the estate
- Drive & Cascade the technology stability and resilience vision & agenda across the estate (e.g T100R and any other versions thereof) - and transition teams to a resilience vs. recovery mind-set
- Drive increased productivity and minimize disruptions through quick resolution of incident, aim to increase availability, improve service levels, and improve customer satisfaction through implementation of stability and resilience capability.
- Work collaboratively with the Service Delivery SLA & Process Manager as well as the CIO & Head Technology to define Service Delivery SLA’s & processes for the business area
- Leveraging Service Management practice expertise and expert knowledge of the business area support to positively contribute to the design of the service catalogue, SLA’s and service delivery processes and practices
- Leverage expertise in analytical and creative problem solving to lead and implement effective processes (e.g. service reviews), practices and teams to proactively assess end-end service health of the business unit
- Leverage the service health analysis to proactively identify trends and predict potential business continuity & service availability & resilience risks (people, process & systems) ahead of events across an estate
- Leverage data analytics and insights to produce well organised, relevant & business aligned service delivery reporting that enables effective business decision making with an associated, tangible business value add
- Leverage management information dashboards to effectively & proactively drive Service Delivery objectives for incidents (including MIM), problem and change management to ensure service quality and service improvement
- Drive the adherence to Service Management processes (Incident (major and standard), problem and change), and produce of the relevant process deliverable (i.e Executive Incident Summa