Head Service Delivery

About the role

Lead the development, planning, and implementation of a Service Delivery strategy (covering Service Desk, Problem, Incident, Change, and Portfolio Oversight) aligned to the Technology and Group strategy and Roadmap. This includes integrating new technology and ways of working into the landscape.

Implement a customer (internal and external) and vendor management framework and engagement model for Technology. Set strategic objectives for implementing innovative solutions while optimizing existing systems, applications, and information.

Investigate, develop, and drive the implementation of industry-leading best practices to integrate systems and create a cohesive digital operations environment. Facilitate support services that enable business performance and revenue generation in support of the operational needs of the business.

Keep abreast of global best practices on technology delivery strategies to maintain an advanced position in delivering forward-thinking and commercially astute solutions. Benchmark global standards and re-align service delivery metrics in accordance with industry best practice.

Responsibilities

Planning and Organization

• Translate the Technology strategy into actionable plans to drive implementation across the company’s ecosystem, prioritizing industry best practice service delivery standards, data analytics, and simplistic re-usable models.
• Provide strategic insights into the Service Delivery roadmap planning, implementing relevant initiatives and making it visible to all value chain stakeholders.
• Lead the Business Engagement model and develop a clear understanding of the relationship between business requirements and service delivery outputs underpinned by customer value proposition.
• Work in conjunction with business unit heads to build plans and ensure progress is made against strategic initiatives.
• Translate business strategies into actionable plans to drive implementation and optimization of Service Delivery solutions across the ecosystem.

Analysis and Design Activities

• Support complex projects and initiatives and approve handover into production for the overall achievement of business objectives, maintaining support throughout the product and services environment.
• Review global best practices on technology strategies to assist in delivering quality and excellence through robust testing awareness and enablement.
• Create a book of work based on future technologies to build and enhance existing and new solutions for end-users, incorporating best global practices and methodologies encompassed by skills development.
• Lead the development and implementation of automated and self-service initiatives across the organization, applying a change management approach.

Technical Implementation

• Accountable for overall technical implementation of solutions and applications within the Service Delivery landscape, including ownership of Problem, Incident, vendor, Change, and Portfolio management.
• Provide the framework and drive implementation for reporting on technology performance with key insights and trends.
• Drive continuous improvement and transition through strategic partnering to onboard new technology-related services into the Technology Service Delivery offering.
• Oversee the decommissioning of legacy systems and transition to sustainable modules, applications, and platforms based on best practices.
• Manage a system or solution lifecycle to ensure scalability, extracting value from its functionality, and planning alternative options at the end of its lifespan.
• Accountable for monitoring and conducting technical assessments of current state applications and provide recommendations for future state applications, including next steps.

Quality Management

• Collaborate with stakeholders to define quality standards, metrics, and processes to ensure consistency and effectiveness across all Service Delivery outputs.
• Review and refine policies and procedures for managing and protecting data in compliance with regulatory acts, such as POPIA.
• Foster a culture of quality within the project team, encouraging collaboration, accountability, and shared responsibility for quality outcomes.
• Promote the importance of quality throughout the organization and communicate its significance to all stakeholders.
• Collaborate with the Quality Assurance Manager to obtain insights and trends relevant to the Service Delivery lifecycle.
• Automate, digitize, and introduce optimization initiatives toward the Single SBV helpdesk strategy, ensuring value for money in service delivery.

Risk Management and Governance

• Identify, monitor, and manage ICT risks by implementing appropriate risk controls and procedures to minimize or mitigate system downtime and potential reputational risk.
• Manage risks and system security threats such as cyberattacks and adhere to Cyber Security Act regulations relating to data management and customer information protection.
• Embed a culture of safe and secure data management within the organization, focusing on Service Delivery and Service Desk response, resolution, and proactive monitoring.
• Manage audit outcomes and strive towards zero repeat findings.
• Collaborate with clients and external stakeholders to validate and review disaster recovery plans that minimize impact on the cash ecosystem in terms of service delivery.
• Define, embed, and oversee fit-for-purpose governance through assurance that SLAs (internally and externally) are in place, enabling seamless delivery across all BAU and strategic initiatives.
• Define, embed, and oversee the delivery of regular reporting, including dashboards and plan reviews on critical business optimization initiatives and projects to Stratco, Manco, Board/ICT Subcommittees, and Project Steering Committees.
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring compliance at all times.
• Support SBV’s ESG journey, reporting on and managing ESG requirements to ensure a positive reflection and outcome.

Customer and Stakeholder Management

• Secure stakeholder support and buy-in by demonstrating business benefits and value add for investments in technological solutions.
• Accountable for meeting Service Delivery customer and stakeholder satisfaction metrics and reporting on them as per business requirements.
• Responsible for collaboration with technical suppliers to expand product lines and improve customer service.
• Monitor compliance with specified provisions of service level agreements to drive mutually beneficial and productive long-term working relationships.
• Drive and embed a collaborative approach across departments to align business and Technology strategy with various technology roadmaps and lifecycle usage.
• Evaluate and authorize vendor contracts, overseeing alignment of performance with contractual obligations.
• Participate in key information technology bodies to create networks and maintain the latest understanding of technology developments and related regulations.

Finance

• Accountable for developing and controlling the annual Technology Service Delivery budget, operating costs, and forecasting.
• Manage capital investments expenditure (CAPEX) to yield cost optimization and control.
• Manage cost efficiencies to ensure appropriateness of Technology spending through optimization and analysis of business benefits.
• Deliver initiatives with approved business cases and motivations, ensuring prioritization based on business priority.

People Management

• Provide leadership to employees within SBV and provide strategic and operational oversight of the department.
• Capacitate the department by ensuring the team structure is maintained, appropriately recruited, and selected.
• Create a conducive environment that translates into productivity and high morale within SBV.
• Lead the focus on talent to instill value creation for high-value contributors.
• Preside over disciplinary hearings on behalf of SBV in alignment with statutory requirements and company policies & procedures.
• Be an advocate for SBV’s Talent Management Process.
• Adhere to legislative requirements, company policies, and procedures in respect of employment and health and safety practices.
• Partner with Organisational Development to identify and develop applicable training material or interventions for future-fit SBV employees.
• Lead as an Ambassador and executor of Change, acting as a change management architect in periods of change to ensure business continuity.
• Manage the integration of business units into a seamless end-to-end solution for customers.
• Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/concerns to SMEs when required.
• Facilitate necessary presentations, workshops, or forums to ensure consistent and accurate communication across the portfolio.

Requirements

• Degree in Information Technology, Computer Science, Engineering, or related discipline (required).
• Post-graduate degree (advantageous).
• 7 years’ experience in the Service Delivery landscape, including management of hardware and software implementation projects.
• 4 years in a senior management role.

Work Level: Senior Management
Job Type: Permanent
Location: JHB North