Service Manager

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 work with business unit technical product and service teams (tribes & squads - internally & externally) to enable business continuity & consistent, quality technology service availability and resilience. Ensure the ongoing alignment of people, processes and systems for optimal service performance. This includes partnership of the business across the end-end service management value chain & includes the following key areas of focus: - Service Management (Service Mapping, Service Reviews, Service Cataloguing & Updates, Service Performance Monitoring, Service Processes) - Reporting & Document Management - Change & Release Planning - Event & Incident Management - Risk, Governance & Compliance

Job Description

Accountability: Service Delivery Management
- Leverage deep technical expertise and cross domain knowledge to accurately map IT services for assigned technology product & service areas This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks & costs across the IT infrastructure environment (internally & externally provided).
- Work with a range of stakeholders to define service parameters and standards
- Collaborate with technical teams to effectively document & store service maps & associated service parameters including all architecture & infrastructure models, service standards and parameters, capacity & capability requirements etc.
- Continuously revise & update service catalogues & parameters to reflect ‘current state’ of the area aligned to change & release planning processes for the business area
- Leverage deep technical (technology & ITSM) knowledge & expertise & proactively assess the overall service health of the area (regularly)
- Leverage these regular health assessments to proactively identify & prevent service availability, stability & overall performance risk for assigned products and services

Facilitate start of day health checks with relevant technical teams including chairing of daily production meetings
- Conduct ongoing service reviews against defined standards and parameters
- Continuously monitor service performance and identify risk (ahead of major events & incidents)
- Consolidate health assessment & specific service review information & translate this into impactful & relevant business insights to guide continuous improvements in technical product and service development (run & change) and associated changes & releases
- Drive service improvement & SLA achievement across the business area (influence stakeholders for optimal service delivery)
- Drive service resilience objectives across the business area & show significant improvements in resilience through effective capability & awareness building within and across technology product & service teams
- Assume one stop shop accountability for the accuracy of all Service Information Management Systems (e.g. Stability and Resilience, etc.)
- 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 Summary)Work with agile & waterfall teams to assess capacity & capability requirements to deliver optimal service performance & ensure any gaps identified are closed
- Leverage deep technical expertise & cross domain knowledge to contribute to the development of Group ITSM standards and processes
- Leverage deep technical expertise and cross domain knowledge to positively contribute to the definition of SLA’s for the assigned business area

Accountability: Change & Release (Operational Readiness)
- Work collaboratively with operational readiness and technology teams to define / predict potential change & release impact across the business (own services & dependent / interdependent services)
- Coordinate the development of consolidated change & release plans for defined area (no surprises)
- Work collaboratively with and embedded as part of agile teams & waterfall project teams to effectively plan changes & releases (all resourcing, timing / scheduling etc., performance metrics & parameters etc.)
- Define service parameters and changes aligned to changes & releases planned and communicate these across dependent / interdependent groups of users

Accountability: Incident Management
- Cascade & embed all incident management processes & practices in the assigned business area
- Work embedded across squads to lead incident & event management resolution
- Ensure all events are appropriately recorded and managed to conclusion (aligned to Group Incident / Event Management Standards and practices