Business Service Lead

About the role

Proactively drives all lifecycle activities relating to business IT services in the portfolio in consultation with the Product Owner, supported by Feature and Component teams and the Release Train Engineer. Formally defining the service (understanding all applications, systems, vendors etc. that form part of service); setting the service strategy, and planning roadmaps that will cover non-functional requirements and improvement of service.

Responsibilities

• Analyse the trends relating to performance and stability of individual services; identifying and making recommendations for incremental improvement by engaging with the Product Owner/Manager; Release Train Engineer (RTE) and other program level parties and injecting items into the backlog.
• Liaise with Solution Architecture regarding changes and enablers required to successfully support the product deployment.
• Assess and communicate service risks and the potential impact of planned production changes (planned release train changes or infrastructure changes).
• Collaborate with feature teams to drive out adjustments to vendor contracts to cater for future growth and remediation, taking into account items such as resources, hardware and licences to ensure that service offerings are in line with contracted SLA/MSA.
• Collaborate with other Program Portfolios on dependencies and cross‑organisational initiatives, participating in the relevant guild.
• Ensure that all stakeholders (IT and Business Partners) have a clear and unambiguous expectation of the level of service to be delivered by communicating expectations regularly.
• Direct external strategic partners and third‑party suppliers, influencing their contribution to be fit for purpose for the Standard Bank Group.
• Negotiate, approve contracts or agreements with external parties, within authorised mandate, in consultation with procurement/vendor management.

Qualifications

• First Degree in Business Commerce
• 8‑10 years experience in Delivery Enablement
• Business Partner service and support expertise and knowledge
• Financial analysis knowledge and knowledge of service pricing methods and techniques
• Global mind‑set with the ability to develop strategy and translate it into actions and deliverables
• Strong understanding of the business climate and technology needs in company locations globally
• Agile working practices and LEAN & SCRUM proficiency
• Exposure and knowledge of all aspects of ICT management and delivery

Skills

Behavioural Competencies:

• Articulating Information
• Checking Things
• Developing Strategies
• Establishing Rapport
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Providing Insights
• Showing Composure
• Team Working
• Upholding Standards