Lead Service Manager

Absa Bank; Gauteng; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Absa Bank is seeking a Service Delivery Manager to implement and manage the IT Service Management Value Chain. The role involves ensuring service delivery and performance while leveraging deep technical expertise to enhance service quality in alignment with business continuity objectives.

Qualifications

• National Diploma or Degree in IT.
• Minimum 7 years in IT Operations / Service Delivery Management.
• Team Lead experience.

Responsibilities

• Manage service delivery and performance through proactive management.
• Lead problem-solving processes, including major incident management.
• Collaborate on defining Service Delivery SLAs and processes.

Skills

Business Acumen

SLA Management

Vendor Management

Stakeholder Management

Education

Bachelor's Degree in Information Technology

ITIL Certification

Job description

Time left to apply : End Date : June 5, (6 days left to apply)

Job requisition id : R-Empowering Africa's tomorrow, together…one story at a time.

With over years of rich history and positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Proactively partner a business unit to implement & manage the full IT Service Management Value Chain & ensure the alignment of the business unit's people, processes & systems to enable business continuity & consistent, quality service availability & resilience.

This includes but is not limited to the following service management capabilities :

• Service Catalogue (review & implementation)
• SLA & OLA Management
• Event Management and Monitoring
• Stability and Resilience
• Incident Management (Recovery)
• Change & Release Management & overall Operational Readiness
• Risk, Governance & Compliance (Group & Regulatory)
• Service Management Data Analytics & Reporting

Role context applies to all technology & technology teams internally & managed services / supplier partnerships.

Job Description

Accountability : Service Delivery Management

• Act as the single point of contact & assume 'one stop shop accountability' for strategically partnering the CIO & Heads of Technology on the design, implementation and delivery of end-to-end Service Management across an estate.
• Responsible for service delivery and performance, ensuring targets are met through proactive management & partnership.
• Use emotional, social & business acumen to understand stakeholders and reconcile opinions to deliver valuable service management solutions.
• Leverage deep technical expertise to map IT services, assets, dependencies, and risks across the infrastructure environment.
• Mobilize the service management value chain to leverage service health analysis and develop plans to prevent events & disasters.
• Lead the Service Delivery optimisation and automation agenda, improving technologies, processes, and practices with tangible business impact.
• Design, lead and implement change management and capability plans for Service Engineering technologies.
• Drive & cascade the technology stability and resilience vision across the estate.
• Increase productivity, minimize disruptions, and improve service levels and customer satisfaction.
• Collaborate on defining Service Delivery SLAs & processes, and contribute to service catalogue design.
• Use data analytics to identify trends, predict risks, and produce relevant service delivery reports.
• Ensure adherence to Service Management processes and promote continuous improvement.
• Manage communication related to Incident, Problem, and Change management.

Accountability : Event & Problem Management & DR

• Embed Stability and Resilience processes across the estate.
• Lead problem-solving processes, including major incident management.
• Utilize data analytics to identify trends and improve resilience.

Accountability : Change & Release

• Communicate change & release activities, identify risks, and ensure operational readiness.

Accountability : Finance, Risk & Governance

• Manage costs, ensure compliance, and participate in risk and audit activities.

Accountability : People

• Set strategic direction, manage resources, and develop high-performing teams.

Skills, Experience and Knowledge Required

• Relevant National Diploma or Degree in IT.
• ITIL Certification.
• Minimum 7 years in IT Operations / Service Delivery Management.
• Team Lead experience.
• Business Acumen, SLA, Vendor, and Stakeholder Management skills.

Education: Bachelor's Degree in Information Technology.

Absa Bank Limited is an equal opportunity employer, committed to diversity and inclusion.

Preference may be given to candidates from designated groups to promote workforce diversity.

The bank reserves the right not to make an appointment.

About Us

Absa Group Limited is one of Africa's largest diversified financial services groups listed on the Johannesburg Stock Exchange, offering a wide range of banking and financial services across Africa and beyond.