Head Managed Services and Operations

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

Work in a high complexity environment to define and lead a Cross region e.g. Rest of Africa-wide managed services capability and to ensure the successful, optimal, commercially viable and sustainable delivery of technical products and services across the estate (multiple countries, business lines) through vendor managed service partnerships. Note: Cross Region e.g. Rest of Africa Wide Technology is defined as all countries outside of South Africa and excludes anyone based in South Africa not considered to be part of the Rest of Africa Regional office. Cross Region includes a multi country, cross business level of complexity not equivalent in other single country / location roles. Business complexity is determined by: 1. Customer Impact 2. Number of integration points: o Data o Teams to talk to o Systems o Enabling function o 3rd party vs. internal o Cross Region / Country 3. Complexity of business rules & Processes 4. Level of operational readiness 5. ntroduction of new or changing old Tech (e.g. redo platforms)

Job Description

Managed Services
- Leverage deep technical and business expertise and work collaboratively with the Regional Technology leadership team to translate the technology strategy into managed services insights, requirements and implications (Short, Medium & Long Term)
- Lead managed services business and operational planning processes & develop the regional managed services vision and strategy
- Cascade the managed services vision, strategy and operational plans to all managed services partners
- Lead the managed services business planning, prioritization & strategy input processes (with internal managed services team and managed services partners)
- Integrate the managed services partner inputs, the business requirements and financial targets into a detailed business case, final consolidated business plan, budgets and commercial negotiation parameters for the region
- Work across the region to facilitate the strategy approval & budgeting processes for the Managed Services function (multiple countries and business lines)
- Translate the managed services strategy into a detailed operational plan (by country / area) that includes technical solution designs specifications, roadmaps, blueprints and managed services measures of success
- Transition the business planning & strategy approvals into a formal vendor engagement and contracting process (See Commercial Contracting & Procurement)
- Translate & consolidate the strategy into group wide SLA’s and OLA’s & implement routines and processes for their ongoing measurement & management across the region
- Work in partnership with the Technology leadership team & build strong business relationships to enable the proactive monitoring and management of IT managed services delivery & the continuous improvement of managed services maturity and performance across the organization
- Successfully define the Regional Managed Services Capability (people, processes & systems) required to deliver on the business requriements
- Assess the existing Managed Services Capability against the requirements of the business (now & in the future)
- Define the Managed Services Capability required to enable the successful delivery of the business requirements. Capability end state to include:

- Clearly defined managed services value chain & core capabilities
- Managed Services operating model, framework & organization design (OD could be internal & external - i.e. what we need in our partners)
- Managed Services Roles & Ways of Working
- Managed Services Culture, Practices, Policies and Processes
- Managed Services Technology enablement e.g. Process Automation
- Assess the existing regional managed services capability against the business requirements and identify change implications
- Craft a well-defined capability development strategy for the region (All partners) & the associated routines and processes to enable the effective design & execution of such (this could include vendor transition, localization, etc.)
- Lead the development and delivery of effective regional managed services Processes & Practices (Playbooks) & build business & managed services partner capability & ownership to execute and manage these effectively
- Create monitoring and performance management frameworks, tools, routines, processes and metrics to enable effective and efficient SLA & business operations management across the region
- Design & facilitate regular business & managed services partner reviews
- Leverage own technical knowledge and understanding, managed services expertise and business review insights to identify and mitigat