Service Delivery Manager

1 week ago


Sandton, South Africa Investec Full time

We are committed to diversity and inclusion when recruiting internally and externally. Preference will be given to employment equity candidates

Description
The Service Delivery Manager for the Tech Operations Team in Private Banking will ensure the seamless delivery of IT services, focusing on operational excellence, customer satisfaction, and continuous improvement. This role requires a candidate who can oversee end-to-end service management, collaborate across teams, and ensure alignment with the strategic goals of the Private Banking division.

Experience, skill and capability

Service Management
• Oversee the delivery of IT services to ensure reliability, availability, and performance for critical Private Banking systems
• Act as the primary point of contact for service-related issues, escalations, and requests
• Ensure adherence to SLAs and OLAs, and drive accountability for resolving incidents and fulfilling service requests
• Monitor service performance and identify opportunities for improvement

Incident and Problem Management
• Manage major incidents, ensuring timely resolution and effective communication with stakeholders
• Conduct root cause analysis for recurring issues and facilitate the implementation of permanent fixes
• Collaborate with development teams to minimize downtime and enhance system resilience

Stakeholder Engagement
• Build and maintain strong relationships with business and technology stakeholders, ensuring their needs and expectations are met
• Provide regular updates on service delivery metrics, incidents, and improvement initiatives to senior management
• Act as a bridge between technical teams and business units to ensure clear communication and understanding

Continuous Improvement
• Identify and implement process improvements to enhance service delivery efficiency
• Lead initiatives to automate repetitive tasks, optimize workflows, and reduce manual effort
• Drive adoption of best practices within the PB Tech Team

Key Skills and Competencies
• Technical Expertise: Understanding of IT operations and monitoring tools
• Communication: Excellent verbal and written communication skills for technical and non-technical audiences
• Problem-Solving: Strong analytical skills to resolve complex issues effectively
• Customer Focus: Ability to anticipate and meet the needs of Private Banking clients and stakeholders
• Process-Oriented: Knowledge of ITIL, incident/problem management, and continuous improvement methodologies


The Investec Culture
At Investec we look for intelligent, energetic people filled with passion, integrity and curiosity. We value individuals who in turn value our culture that is, a flexible attitude comfortable to live with ambiguity and willing to challenge the status quo. Diversity, talent and leadership are respected in pursuit of the growth of our business. People who can manage themselves and build strong relationships in order to get things done, will perform in out of the ordinary ways in our environment. 




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