ICT Business Support and Service Level Management

BankservAfrica; Johannesburg; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading payments provider in Johannesburg seeks an ICT Business Support professional to oversee IT Service Management processes and align departmental objectives with strategic goals. This role involves managing service level agreements, preparing management reports, and implementing process improvements. Candidates should have advanced Microsoft skills, 10-12 years of experience in banking or payments, and strong analytical capabilities.

Qualifications

• Advanced competency in Microsoft applications including Word, Excel, PowerPoint, and Outlook.
• Proficient in continuous process improvement and business report writing.
• Ability to provide detailed explanations of services and systems.

Responsibilities

• Coordinate and monitor operational activities in line with strategic objectives.
• Prepare monthly management reports and conduct trend analysis for decision-making.
• Manage service level agreements and ensure process automation and efficiency initiatives.

Skills

Business integration skills

Risk Management skills

Business Analysis and Business Strategy skills

Financial Management capabilities

Excellent planning, organizational, and time management skills

Project management skills

Education

Bachelor’s or equivalent 3 years degree

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Jira service management

Job description

Overview

Job Title ICT Business Support & Service level management

Location Rosebank - Johannesburg, 2196 ZA (Primary)

Occupational Level Senior Management

Job Category IT Operations

Job Type Permanent

Description

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap, PayInc provides the backbone that enables money to move safely across the economy. At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind.

PURPOSE

The primary objective of this role is to provide comprehensive business support to the Systems Operations and Management Division. This position is accountable for overseeing departmental outcomes and acts as a centralised point of contact that spans all IT Service Management (ITSM) departments and processes. The intention is to ensure alignment and uniform standards across the entire functional area, while also delivering essential support to the Head of the Division.

A core responsibility of this role is to coordinate and monitor the execution of operational activities in accordance with the division's current strategic objectives. This encompasses tasks such as planning, measurement, control, and reporting to guarantee operational effectiveness and efficiency.

The role is responsible for preparing monthly management reports and conducting trend analysis to inform decision-making. This includes supervising the documentation and accuracy of processes related to Incident Management, Change Management, Business Continuity and Resilience, Integrated Observability Platform Monitoring, and Command Centre Operations. Ensuring that these processes remain current and accurately documented is essential.

Addressing audit findings and compliance reporting in a timely and effective manner forms part of the remit. The role also involves managing service level agreements, ensuring that processes, automation initiatives, and dashboards are consistently updated and accurate. Process Automation and Efficiency Initiatives

Leading initiatives focused on process automation and operational efficiency is a key component of this position. The goal is to enhance overall performance and ensure that business support functions are continually optimised to meet strategic objectives.

You will engage with the following stakeholders:

• Internal and external customer
• Regulators

Responsibilities

• Your key responsibilities include:
• Planning, Monitoring, Control, Reporting and Analysis
• Operational Performance Management reporting
• Operation OPEX and CAPEX budget preparation and monitoring
• Operations Cost Management
• Operational Process Standards Management
• Optimisation of Engagement Model
• Overall Operational Reporting and Insights
• Audit, Risk and Compliance
• Service Level Management Reporting to Management and the Board

SLA Performance Reporting and Quality Assurance

• Manage Service Level Agreement (SLA) performance reporting to ensure high-quality work outputs across all relevant functions.
• Compile and maintain the annual SLA matrix and oversee the daily and monthly management of Service Level Objectives (SLOs) and SLA achievements in alignment with organisational health and corporate scorecards.
• Collaborate closely with the Command Centre and Product Managers to review performance to date and ensure the accuracy of SLA reporting achievements.
• Audit SLA automation processes and agree on the reported results with stakeholders.

Monthly SLA Reviews and Issue Resolution

• Conduct monthly SLA reviews with Product Managers to confirm any breaches and provide feedback.
• Measure, analyse, and improve team delivery capabilities by tracking and monitoring service delivery performance across all channels.
• Perform trend analysis based on observations and findings, offering recommendations as appropriate.
• Analyse metrics and reports to identify and resolve issues.

Management Reporting and Strategic Goal Tracking

• Compile and distribute monthly management reports within agreed timelines.
• Report on strategic goals and progress against business plan and scorecard objectives.
• Create trend analyses, consolidated reports, and management presentations to support strategic decision-making.

Budget Preparation and Financial Tracking

• Prepare the annual OPEX and CAPEX budget for the System Support and Management Department.
• Track monthly expenditure against budgets, analysing system operations and management performance and costs.
• Interpret data, identify trends, evaluate potential solutions, and present results and recommendations to support effective decision-making and cost-saving initiatives.

Administrative Support and Meeting Management

• Provide administrative support to the Systems Operational and Management team. Prepare and finalise accurate agendas and minutes for meetings, ensuring that minutes are distributed within five days of each meeting.

Audit Response and Policy Input

• Respond to audit findings by preparing management comments and recommendations.
• Ensure that relevant audit findings are implemented within specified timelines following completion of the analysis. Provide input into the development and revision of relevant policies and procedures, including proof-reading prior to submission for approval.

Business Process Optimisation and Improvement Initiatives

• Examine existing procedures and implement strategies to optimise System Support Management. Identify and scope opportunities for improvement and innovation.
• Define project scope and business requirements documentation, completing project registration and scoring requirements for EPMO.
• Track support system and management projects against budget and targets, benchmarking against industry best practices, including service management/integration tools and Command Centre implementation.

Continual Service Improvement and Team Leadership

• Identify opportunities for continuous service improvement and plan key priorities based on a continual service improvement approach.
• Feed these priorities into the automation team to ensure ongoing optimisation.
• Lead the team in implementing strategic initiatives and plan training and development programmes for System Operations and Management resources. Maintain job profiles to ensure alignment with current practice and assist team members in understanding required deliverables and staying abreast of technical skills.

Trend Identification and Impact Analysis

• Monitor and identify issues and trends that may impact areas of responsibility, enabling timely and appropriate action to be taken as necessary.
• Drive Continuous Service Improvements and cost savings initiatives.

QUALIFICATIONS / KNOWLEDGE

• Bachelor’s or equivalent 3 years degree
• Advanced competency in Microsoft applications including Word, Excel, PowerPoint, and Outlook
• AI & Machine Learning
• Proficient in continuous process improvement
• Business report writing which includes detailed e-mail, or mail correspondence
• Drafting of factual reports, presentations, procedures, policy documents, and training material
• Task scheduling and task creation on Jira service management workflows
• Ability to provide detailed explanations of services, systems, or concepts to internal or external customers or clients

SKILLS

• Business integration skills
• Risk Management skills
• Business Analysis and Business Strategy skills
• Business Enhancement, Business Optimization, and Business Process Automation skills
• Financial Management capabilities
• Excellent planning, organizational, and time management skills
• Project management skills

EXPERIENCE

• 10 to 12 Years of Banking/Payment services experience or related business experience
• Minimum 7 years’ experience in a data analysis role
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.
• Exceptional analytical and conceptual thinking skills acquired through tertiary education or the equivalent experience
• Written and maintained formal company policy documents to ensure compliance and alignment with organizational standards
• Program, system or design specifications
• Experience creating detailed factual reports and giving presentations.
• Compiling procedure or policy documents or training material
• A track record of following through on commitments
• A history of leading and supporting successful projects
• Experience in general executive office administrative functions.
• In-depth professional knowledge and experience in a specialised field or broad knowledge of several fields
• Strong problem-solving capabilities with expertise in troubleshooting, diagnosing, and resolving issues promptly. Able to handle diverse and complex problems requiring advanced analytical skills, supported by extensive experience across multiple business units and disciplines
• Pay close attention to detail and possess the ability to work well under pressure.
• Ability to prioritise and multi-task to meet tight deadlines