IT Service Delivery Manager

Job Description

PLEASE NOTE THIS IS A 12 MONTH CONTRACT

Hello Future IT Service Delivery Manager

RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.

United by our proud heritage, strong ethics and philosophy of Traditional values. Innovative ideas, it’s the magic of our people and culture that sets us apart.

Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025 where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.

PLEASE NOTE THIS IS A 12 MONTH CONTRACT

Are you someone who can:

- Partner with customers and provide innovative and stable technical infrastructure and front-end support services that enable all RMB employees to perform their roles smoothly and effectively.
- Oversee the delivery of outsourced infrastructure services to the SLA
- Provide world class technology user experience
- Ensure correct processes are in place
- Ensure escalation procedures are clear and followed
- Adhere to agreed team operating model
- Ensure service requests are captured by 3rd party, Dimension Data, as per agreed operating model in CA Service Desk
- Scope work for all major maintenance and project activities
- Ensure project and maintenance activities are scheduled prioritised and updated in the master plan
- Work with the team to collectively coordinate and prioritise activities
- Build and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialogue listen advise influence and negotiate to achieve win win outcomes
- Initiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are delivered
- Preserve relationships despite airing conflicting views and seeks mutual gains when addressing conflicts
- Anticipate consequences and adapts problem solving based on continual feedback
- Act speedily to resolve problems queries and complaints
- Adapt communication styles to meet the needs of different audiences
- Obtain feedback regarding technological issues from users
- Communicate with stakeholders to identify possible solutions to current technological issues and anticipate future requirements
- Trend and analyse data to identify problems in the environment
- Advise and action necessary steps to remediate
- Report back to stakeholders on trends and causes of technological issues on a weekly and monthly basis
- Initiate investigation into root causes of issues being experienced
- Provide end to end management support and maintenance for all infrastructure frontend operations
- Keep Service Catalogue up-to-date
- Be alert to key projects which require implementation
- Identify plan and prioritise tasks
- Allocate responsibilities and resources accordingly
- Demonstrate pride in the organisations brand services and products by consistently delivering on the brands promise
- Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained
- Stay relevant and up to date with legislations and new developments
- Maintain a positive attitude and respond openly to feedback
- Handle stress in ways that do not negatively impact others
- Plan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time frames and according to quality standards
- Take ownership of personal career development leveraging formal and informal opportunities
- Read situations and organisational realities
- Set aside personal agenda for the greater good
- Act in an ethical transparent and morally defensible manner including highlighting unethical practices
- Share debate and communicate learnings
- Flag and debate issues constructively
- Promote a friendly cooperative climate
- Completed a relevant Degree
- 5 years experience in IT service delivery management, preferably in the banking or financial services sector
- Proficiency in IT service management concepts and tools such as ServiceNow
- Strong Stakeholder Management skills
- Experience with Infrastructure and Operations
- Knowledge of Infrastructure Concepts, Servers, Storage, Networks, Databases, Cloud.
- Understand software development lifecycle (SDLC) and agile methodologies.
- Experience with monitoring and performance management tools
- Knowledge of cybersecurity principles and practices.
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal skills.
- Executive Reporting and Presentations skills

You will have access to:

- Opportunities to network and collaborate
- Challenging Working
- Opportunities to innovate

We can be a match if you are:

- Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough to
- Obsessed with mastery - you know what it takes to become good at what you do and a