Senior Manager Service Delivery Apply
Remote Type: Hybrid
Location: Randburg
Time Type: Full time
Posted On: Posted 2 Days Ago
Job Requisition ID: R-15967370
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 partner a business unit to implement & manage the full IT Service Management Value Chain & ensure the alignment of the business unit's people, processes & systems to enable business continuity & consistent, quality service availability & resilience. This includes but is not limited to the following service management capabilities:
Service Catalogue (review & implementation) SLA & OLA Management Event Management and Monitoring Stability and Resilience Incident Management (Recovery) Change & Release Management & overall Operational Readiness Risk, Governance & Compliance (Group & Regulatory) Service Management Data Analytics & Reporting Role context applies to all technology & technology teams internally & managed services / supplier partnerships.
Job Description Accountability: Service Delivery Management Act as the single point of contact & assume 'one stop shop accountability' for strategically partnering the CIO & Heads of Technology on the design, implementation and delivery of end to end Service Management across an estate. Assume responsibility for service delivery and service performance across the business & deliver on service performance targets (quality, efficiency etc.) and objectives through proactive service delivery management & partnership to Technology teams. Leverage emotional, social & business / commercial quotient to understand the broad range of stakeholders, their opinions & perspectives and reconcile these to deliver fit for purpose service management solutions that add value to the business. Leverage deep technical expertise to lead the accurate and continuous mapping of IT services across the estate. Mobilise the service management value chain (group & business) & Tech Leadership team to leverage the service health analysis and lead the development & implementation of plans and associated solutions. Lead the Service Delivery optimisation and automation agenda across the estate. Drive & Cascade the technology stability and resilience vision & agenda across the estate. Drive increased productivity and minimize disruptions through quick resolution of incident. Work collaboratively with the Service Delivery SLA & Process Manager as well as the CIO & Head Technology to define Service Delivery SLA's & processes for the business area. Leverage the service health analysis to proactively identify trends and predict potential business continuity & service availability & resilience risks. Leverage data analytics and insights to produce well organised, relevant & business aligned service delivery reporting. Drive the adherence to Service Management processes. Stay Ahead of the Curve on advanced global service management improvements, tools, processes and practices. Ensure Continuous Improvement by developing Service Improvement plans. Drive strategic and priority objectives aligned to Service Delivery outcomes. Manage communication between technology teams and business relating to Incident, Problem and Change management. Accountability: Event & Problem Management & DR Embed the Stability and Resilience processes and practices across the estate. Act as the point of escalation for all events & lead problem solving processes. Lead major incident processes and activities across the estate. Leverage data analytics and insights to identify trends in event management. Leverage the outcomes of problem resolution processes to proactively influence technology teams. Accountability: Change & Release Consolidate & communicate all large scale change & release activity across the estate. Leverage leading practice operational readiness practices & processes. Work proactively with the Operational Readiness teams. Drive a culture of 'operational readiness' across the service delivery & technology teams. Accountability: Finance, Risk & Governance Carry 'one stop shop' accountability for delivering on an optimal cost to serve / cost of delivery of Service Management Activity. Develop a deep understanding of IT Service Costs and Service Cost impact. Embed a commercial & cost mindset through the effective use of analytics. Show business & commercial impact of service delivery management activity. Ensure business alignment to all Group Technology Standards. Ensure business alignment to relevant industry standards. Partner the business area for audit readiness. Lead the implementation of all risk-related activity. Lead reporting & remediation on all non-compliant activity. Participate & positively contribute to various risk & governance forums. Ensure alignment of all service management practices & processes to Group & Regulatory requirements. Maintain effective MI, knowledge management & document management processes. Deliver on time & on budget. Accountability: People Set & Cascade business / client strategic direction to service delivery teams. Leverage strong capacity management tools and processes. Proactively attract, recruit, develop, retain, reward & deploy a diverse resource base. Build a high performance team environment. Leverage coaching expertise in all activity. Education Bachelor's Degree: Information Technology
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank. Absa Bank Limited reserves the right not to make an appointment to the post as advertised.
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