Senior Manager: Integrated Command Centre

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

Cascade & Implement the Integrated Command Centre Strategy & transition people, processes and systems to the ‘command centre of the future’. Leverage deep insight into the business & the tech landscape (infrastructure, technical products & services, architecture etc.) to effectively manage the end to end command centre operations & proactive, efficient & effective service delivery across the enterprise. This includes but is not limited to: - Defining, designing, advancing & automating Command Centre services - Resource capability & capacity planning - Financial Management - Leading practice Service Delivery (proactive VS. reactive monitoring & identification, batch, scheduling & yet to be defined set of services)

Job Description

Command Centre Operations
- Deeply understand the broader Command Centre Transformation journey. This includes the following operations & service transitions & shifts:

- Reactive to Proactive Monitoring
- Event focused monitoring to business service & cross domain monitoring
- Event monitoring hub to organisation data aggregation & processing hub
- Monitoring to partnering to achieve exceptional IT service performance
- Consolidate & deeply understand an end to end view of all IT services
- Work collaboratively with the Head: ICC & the broader Service Delivery, Technology, Resilience, DR & Problem management teams to define service monitoring requirements (customised & general business services)
- Take a customer centric approach to analyse current & future business service requirements insights to refine current & define new service monitoring approaches, parameters & services
- Design, plan, implement & test new & refined services aligned to the vision of the future & defined shifts - this includes driving the command centre automation objectives & strategies across the team
- Collaborate with Product & Support Engineers across the development lifecycle to design & or configure, implement & test new and refined Command Centre technology solutions & tooling
- Design & or contribute to the design & implementation of detailed feasibilities & business cases for enhancing & or introducing new services
- Drive (as part of the above processes) centralised batch processing & scheduling for optimal performance, efficiency & effectiveness across the organisation
- Define metrics & Implement routines & processes for the ongoing review & monitoring of command centre services (e.g. SLA, Customer Satisfaction, efficiency / effectiveness, service performance, overall business impact & cost : value)
- Consolidate & communicate insights across relevant stakeholder groups
- Leverage insights from operations monitoring exercises to identify opportunities for improvements in command centre operations & service delivery & more specifically to drive proactive identification & monitoring
- Translate insight into capability plans & solutions (aligning people, processes & systems) to deliver efficient & effective command centre services & operations
- Implement capability improvement plans & show the tangible business impact of these efforts
- Work with Product & Support engineers to define ongoing optimisation & maintenance strategies for command centre technologies & tooling
- Work proactively with Data Science & engineering teams to translate monitoring & operations activity into usable, relevant & impactful data & insights (dashboards, reporting, etc.)
- Hold ‘one stop shop’ accountability for command centre operations resilience, continuity & recovery & develop & or contribute to the development of processes & plans to enable such
- Manage the execution of command centre operations recovery plans & actively participate in DR, Resilience, Problem Management & Continuity processes (e.g. IM, MIM etc.)
- Stay ahead of the curve on leading & industry command centre trends & best practice (services, service delivery, technologies, tooling, MI & reporting)

Accountability: Finance, Risk, Governance & Compliance
- Consolidate and deeply understand the overall cost to service of command centre operations & service delivery (overall & own team)
- Identify opportunities for cost : value optimization & develop plans to achieve stretch targets (always) taking care to balance efficiency gains & business relevance & impact
- Participate in risk, governance & compliance review & manage, maintain & provide regular & accurate command centre information
- Take accountability for all command centre risk & compliance - taking care to identify all risks and remedy these ahead of need
- Ensure command centre risk, governance & regulatory compliance (always)

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