Head Service Integration

FirstRand Bank India; Johannesburg; On-site; ZAR 1,200,000 - 2,400,000; Full time

Job summary

Rand Merchant Bank is seeking an experienced Infrastructure Manager to oversee service delivery, stability, security, and availability of RMB’s infrastructure. You will manage outsourced partners and internal teams, drive governance, and report on risk and operations to relevant committees.

The role requires extensive experience in infrastructure management, vendor coordination, and IT governance. Applicants should be prepared to lead with strong leadership and budgeting capabilities.

Qualifications

• Relevant IT and/or business qualification is required.
• 5+ years’ infrastructure management experience with at least 5 years in a management role.

Responsibilities

• Manage service delivery to SLAs and continuous service improvement of RMB’s infrastructures.
• Ensure stability, security and availability of RMB’s infrastructure environments through managing outsourced partners and internal support teams.
• Input into the service integration strategy and re-define criteria, priorities, strategy, processes and metrics as needed.
• Monitor and control infrastructure events against SLAs and client expectations; take remedial action as required.
• Create a governance framework for management of all infrastructure events and ensure compliance.

Skills

SLA management

Vendor management

Education

Relevant IT or business qualification

Tools

LAN/WAN knowledge

IT protocols

Security operations

IT governance

Contract & SLA management

Job description

Job Description

The purpose of the role is as follows:

1. To manage the service delivery to SLAs and continuous service improvement of RMB’s infrastructures.
2. To ensure the stability, security, and availability of RMB’s infrastructure environments through managing outsourced partners and internal support teams

Responsibilities:

Input into the service integration strategy

• Analyse the services portfolio in terms of what’s working and what’s not and re-define criteria, priorities, strategy, processes, and metrics accordingly
• Analyse where services could best be run from and their viability back into the business
• Ensure SLA’s are updated to meet and measure expectations

Management of all infrastructure events, including vendor and contract management

• Monitor and control all infrastructure events against SLA’s and client expectations
• Take remedial action as and when required
• Continually look for ways to optimise efficiencies, ensuring different components integrate in ways that minimise wastage and ensure optimal uptime and usability

Operational controls

• Control and manage all services, components, and configurations
• Keep asset registers and configuration libraries / CI’s up to date
• Ensure batch schedules are run and managed successfully
• Ensure effective monitoring and back-up management
• Motivate for budgets as and when required

Compliance with policies, procedures and SLA’s

• Create a governance framework for the management of all infrastructure events
• Communicate, maintain, and update the framework to ensure its continued relevance
• Monitor and manage compliance to the framework

Management of security and risk

• Maintain awareness of risk and its consequences
• Ensure the infrastructure environment is safe and secure
• Ensure risks are identified, mitigated, and tracked

Reporting

• Report on risk, security and operations to relevant committees
• Provide business‑specific monthly reports to BRM’s on environment
• undefined Provide monthly management reports to the Head of Infrastructure and Service Management

Team leadership, management and mentoring of direct reports

• Take full responsibility for performance management of all direct reports, managing their performance in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management:

• Recruitment
• Development
• Performance Management
• Remuneration and Rewards
• Career path planning
• On‑the‑job training, coaching & mentoring
• Transformation
• Ensure appropriate levels of management and accountability

• Motivate, delegate, and empower appropriately, enabling direct reports to take responsibility and display appropriate creativity and initiative
• Clarify performance expectations of staff and work closely with them to grow their skills where needed

Qualifications and Experienc e

• Relevant IT and/or business qualification

Experience

• 5+ years’ infrastructure management experience with at least 5 years in a management role

Technical Pre-requisite

• Enterprise infrastructure peripherals
• LAN and WAN knowledge
• Build the Bank, Run the Bank understanding
• IT protocols
• IT configuration
• Operating system management knowledge
• Sound IT governance understanding
• Contract and SLA management skills
• Information and Cyber security operations

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

20/10/26

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.