Lead Service Manager

Absa Group; Gauteng; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

Absa Group seeks a skilled IT Service Management professional to enhance service delivery and align business processes with IT systems. The role involves leading service optimization initiatives, ensuring compliance, and fostering team development while managing stakeholder expectations. Join us to contribute to a meaningful impact in our operations and shape our technological future.

Qualifications

• 7+ years in IT Operations or Service Delivery Management.
• Proven experience in leading teams and managing stakeholders.

Responsibilities

• Act as the single point of contact for service management design and delivery.
• Lead service health analysis and implement preventative plans.
• Manage stakeholder communication regarding incidents and changes.

Skills

Emotional acumen

Social acumen

Business acumen

Data analytics

Education

Relevant National Diploma or Degree in IT

ITIL Certification

Tools

ServiceNow

Job description

Empowering Africa's tomorrow, together…one story at a time. With over years of rich history and strongly 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 with 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:

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

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

Accountabilities

Service Delivery Management

• Act as the single point of contact & assume 'one stop shop accountability' for partnering with CIO & Heads of Technology on service management design, implementation, and delivery.
• Responsible for service performance across the business & achieving service targets.
• Utilize emotional, social & business acumen to understand stakeholders and deliver value-adding service management solutions.
• Leverage deep technical expertise to map IT services across the estate, documenting assets, dependencies, and risks.

Service Optimization & Automation

• Lead service health analysis, develop & implement plans to prevent events & disasters.
• Drive service delivery optimization and automation, including ServiceNow & CMDB data accuracy.

Resilience & Stability

• Promote stability and resilience vision, improve incident resolution, and enhance service levels.

Service Improvement & Analytics

• Use data analytics for reporting, trend analysis, and proactive risk management.

Stakeholder Engagement

• Manage communication regarding incidents, problems, and changes.

Event & Problem Management

• Embed resilience practices, lead problem-solving, and manage major incident activities.

Change & Release Management

• Coordinate large-scale changes, ensure operational readiness, and manage dependencies.

Finance, Risk & Governance

• Manage costs, ensure compliance, and lead audit activities.

People Management

• Set strategic direction, manage capacity, and develop high-performance teams.

Skills, Experience & Knowledge

• Relevant National Diploma or Degree in IT
• ITIL Certification
• Minimum 7 years in IT Operations or Service Delivery Management
• Experience leading teams and managing stakeholders

Absa Bank Limited is an equal opportunity employer. Preference will be given to candidates from designated groups to promote workforce diversity. The bank reserves the right not to fill the position.