Head Service Integration

FirstRand Bank Limited; Sandton; On-site; ZAR 1,200,000 - 2,000,000; Full time

Job summary

FirstRand Bank Limited seeks an experienced Infrastructure and Service Management leader to oversee service delivery against SLAs, and drive continuous improvement across RMB infrastructures. The role ensures stability, security, and availability by managing outsourced partners and internal teams.

You will define governance frameworks, monitor risk, lead performance discussions, and mentor direct reports while aligning IT operations with business objectives.

Qualifications

• Relevant IT and/or business qualification.
• 5+ years’ infrastructure management experience with at least 5 years in a management role.
• Technical prerequisites include IT governance, contract and SLA management, and cyber security operations.

Responsibilities

• Input into the service integration strategy and governance framework.
• Manage outsourced partners and internal teams to meet SLA targets.
• Monitor, control, and optimise all infrastructure events and configurations.
• Provide monthly reports to leadership and manage performance of direct reports.
• Ensure risk management, security, compliance and continuity of infrastructure.

Skills

Infrastructure management

IT governance

Contract and SLA management

Cyber security operations

Leadership / management

Education

Relevant IT and/or business qualification

Tools

LAN/WAN knowledge

IT configuration

Operating system 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 Experience

• 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

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.

FirstRand provides a comprehensive range of financial services in South Africa and certain markets in broader Africa.

The group also offers certain niche products and services in the UK and India.

Listed on the Johannesburg Stock Exchange (JSE) and the Namibian Stock Exchange (NSX), FirstRand Limited is the largest financial institution by market capitalisation in Africa.

The group follows a multi‑branding approach. Its portfolio of financial services businesses includes FNB, RMB, WesBank, Ashburton Investments, Aldermore, MotoNovo and DirectAxis.

Many are leaders in their respective segments and markets, offering transactional, lending, investment and insurance products and services

The FirstRand Corporate Centre houses many of the critical functions required by a large and complex financial services group.

The group's track record of delivering superior returns to shareholders has been achieved through a combination of organic growth, acquisitions, innovation and the creation of completely new businesses.

The group’s purpose of delivering Shared Prosperity provides many opportunities for employees to innovate to address social and environmental challenges in our markets.

All of our businesses have successful Volunteering programmes which also allow employees to adopt and support causes close to their hearts.