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

Expansion of the Test Environment Management capabilities to extend into Change management and further supporting functions.

Job Description

Stakeholder Engagement and Communication:

- Champion transparent communication strategies to maintain awareness and buy-in across all levels of the Bank;
- Manage dependencies, risks, and issues across identified programmes to ensure strategic alignment, operational integrity and Test Environment Availability.
- Manage relationships with all support functions and business;
- Prepare and communicate leadership updates, provide status reports, pro-actively escalate issues as needed.

Change Management:

- Establish the correct structures to control the ongoing operational services, through the establishment of change controls and a Change Advisory Board within the test environments.
- Engage with senior executives and key stakeholders to ensure alignment and clarity on change initiatives and timings.
- Run the Test Environment Change Advisory Board and be able to make high-impact decisions
- Make informed decisions with the best interests of strategic programmes at the core.

Environmental Defect Resolution:

- Serve as the primary point of contact for Test Environment escalations.
- Manage and assist in resolution of environmental test defect escalations in a timely manner.
- Facilitate identification of root cause categories and identification of preventative initiatives.

Monitoring:

- Establish and mature the Test Environment Availability & Monitoring capabilities
- Implement measures to promote innovation within the Test Environment Portal.

Reporting & Communication:

- Conduct data preparation & analysis for the creation of Adhoc, weekly & monthly reporting.
- Implement continuous automation of reporting.
- Aid in the preparation of conceptual documentation for strategic initiatives.
- Minimum 2 - 5 years business change experience or experience leading a team through a period of rapid change
- Minimum 2 - 5 years experience within an IT Service Delivery Management role, with experience across multiple services and business units.
- Demonstrable track record of successful delivery of one or more business change projects (not necessarily in the finance sector)
- Relevant Formal (3-year) IT Degree or Post-grad qualification
- Relevant Cloud-Computing Certifications. (E.g. AWS Certified Practitioner.)

TECHNICAL SKILLS/COMPETENCIES
- Innovative problem solving - Strong analytical and problem-solving skills with the ability to challenge the status quo, negotiate and drive beneficial change.
- Experience of employing change management best practices and disciplines
- Agile ways of working - experience in working with cross-functional teams using Agile frameworks (e.g., Scrum), managing product backlogs, facilitating sprint planning, and ensuring timely delivery of digital solutions in a highly regulated environment.
- Digital skills - such as using project management software (e.g., Q-Metry, Jira), reporting dashboards (e.g., Power BI), and digital communication platforms (e.g., MS Teams).
- Planning - strong skill in producing, monitoring and delivering on project plans.
- Exposure to governance, control and risk management
- Proven ability to effectively work across cross cultural teams at all levels
- Ability to negotiate/influence at senior level

Competencies:

- Commercial / Entrepreneurial
- Results driven
- Relationship /Partnership approach
- Technical skills/knowledge
- Planning and Organising
- Team building/player
- Leadership
- Ability to work independently

Beneficial Skills
- Proven Change & Project Management skills and Certification, including agile ways of work.

Demonstrated experience in Systems analysis & design.

Education

Bachelor's Degree: Information Technology
- Absa Bank Limited reserves the right not to make an appointment to the post as advertised_