Service Delivery Manager

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 work with business unit technical product and service teams (tribes & squads – internally & externally) to enable business continuity & consistent, quality technology service availability and resilience. Ensure the ongoing alignment of people, processes and systems for optimal service performance. This includes partnership of the business across the end-to-end service management value chain & includes the following key areas of focus:
Service Management (Service Mapping, Service Reviews, Service Cataloguing & Updates, Service Performance Monitoring, Service Processes)Reporting & Document ManagementChange & Release PlanningEvent & Incident ManagementRisk, Governance & ComplianceJob Description Accountability: Service Delivery Management
• Leverage deep technical expertise and cross domain knowledge to accurately map IT services for assigned technology product & service areas. This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks & costs across the IT infrastructure environment (internally & externally provided).
• Work with a range of stakeholders to define service parameters and standards.
• Collaborate with technical teams to effectively document & store service maps & associated service parameters including all architecture & infrastructure models, service standards and parameters, capacity & capability requirements etc.
• Continuously revise & update service catalogues & parameters to reflect 'current state' of the area aligned to change & release planning processes for the business area.
• Leverage deep technical (technology & ITSM) knowledge & expertise & proactively assess the overall service health of the area (regularly).
• Leverage these regular health assessments to proactively identify & prevent service availability, stability & overall performance risk for assigned products and services.
• Facilitate start of day health checks with relevant technical teams including chairing of daily production meetings.
• Conduct ongoing service reviews against defined standards and parameters.
• Continuously monitor service performance and identify risk (ahead of major events & incidents).
• Consolidate health assessment & specific service review information & translate this into impactful & relevant business insights to guide continuous improvements in technical product and service development (run & change) and associated changes & releases.
• Drive service improvement & SLA achievement across the business area (influence stakeholders for optimal service delivery).
• Drive service resilience objectives across the business area & show significant improvements in resilience through effective capability & awareness building within and across technology product & service teams.
• Assume one stop shop accountability for the accuracy of all Service Information Management Systems (e.g. Stability and Resilience, etc.).
• Drive the adherence to Service Management processes (Incident (major and standard), problem and change), and produce of the relevant process deliverable (i.e Executive Incident Summary).
• Work with agile & waterfall teams to assess capacity & capability requirements to deliver optimal service performance & ensure any gaps identified are closed.
• Leverage deep technical expertise & cross domain knowledge to contribute to the development of Group ITSM standards and processes.
• Leverage deep technical expertise and cross domain knowledge to positively contribute to the definition of SLA's for the assigned business area.
Accountability: Change & Release (Operational Readiness)
• Work collaboratively with operational readiness and technology teams to define / predict potential change & release impact across the business (own services & dependent / interdependent services).
• Coordinate the development of consolidated change & release plans for defined area (no surprises!!).
• Work collaboratively with and embedded as part of agile teams & waterfall project teams to effectively plan changes & releases (all resourcing, timing / scheduling etc., performance metrics & parameters etc.).
• Define service parameters and changes aligned to changes & releases planned and communicate these across dependent / interdependent groups of users.
Accountability: Incident Management
• Cascade & embed all incident management processes & practices in the assigned business area.
• Work embedded across squads to lead incident & event management resolution.
• Ensure all events are appropriately recorded and managed to conclusion (aligned to Group Incident / Event Management Standards and practices).
• Leverage event management insights & translate lessons learnt across all relevant stakeholder groups (no repeat incidents!!).
• Ensure the accuracy of event management data & event status on the CMDB & ensure event management data is relevant, usable & beneficial to the organisation (speak the language of the business).
• Work collaboratively with the Group Resilience teams to positively contribute to the continuous improvement of event management processes and practices.
• Promote incident prevention & repeat incident prevention through proactive service reviews, relevant business insights and capability building routines & processes.
• Achieve all incident / event management targets and standards (e.g. quality of resolution, time to resolution, cost impact, customer impact etc.).
Accountability: Finance, Risk & Governance
• Understand the service cost relationship and drive continuous service delivery improvement for maximum customer & business impact.
• Ensure business area alignment to all Group Technology Standards, Processes & Practices (Engineering & DevOps, Security, Architecture, Infrastructure, Change & Release, DR, all end to end Service Management Activity – SLA, OLA, DR, MIM, etc.).
• Ensure business area compliance to all regulatory requirements.
• Execute all risk related activity e.g. audits, compliance & ensure audit compliance & corrective post audit action & resolution across teams & hold one stop shop accountability for all unresolved risk (including prevention).
• Lead reporting & remediation on all non-compliant activity across the technical product / service area – on time & quality & in alignment with Group & Regulatory standards.
• Ensure business alignment to relevant industry standards e.g. ITIL.
• Maintain effective MI, knowledge management & document management processes & practices aligned to Group & Regulatory standards and practices.
Accountability: People
• Coach & mentor technology & service management teams on various areas of expertise (technical landscape / service management).
• Conduct peer reviews, & problem solving within and across the broader team as required.
• Provide technical subject matter expertise and support in the attraction and recruitment of Service Management resources.
• Participate as a subject matter expert in the development & development planning of the broader Service Delivery team as required.
• Support the people change teams & or Group Service Engineering teams in the design of adoption processes, training material etc.
• Support Group Wide capability building processes.
Education
Bachelor's Degree: Information Technology (Required)
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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