Manager Service Delivery

Absa Bank; Gauteng; On-site; ZAR 400,000 - 500,000; Full time

Job summary

Absa Bank seeks a Service Delivery Manager to ensure optimal service performance in IT. The role involves service management, incident resolution, and team development. A Bachelor's degree in IT, plus relevant experience, are required, along with ITIL Certification. Join a leading African bank committed to empowering the continent's future.

Qualifications

• Minimum 2 years in Service Delivery Management.
• At least 4 years in IT.

Responsibilities

• Map IT services and monitor service health.
• Lead incident resolution and promote prevention practices.
• Coach and mentor teams.

Skills

Service Delivery Management

Incident Management

Change Management

Risk Management

Governance

Education

Bachelor's Degree in Information Technology

National Diploma in IT

Tools

ITIL Certification

AWS

Job description

Time left to apply : End Date : June 12, (4 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 work with business unit technical product and service teams (tribes & squads – internally & externally) to enable business continuity & ensure consistent, quality technology service availability and resilience.

Ensure ongoing alignment of people, processes, and systems for optimal service performance.

This includes partnership across the end-to-end service management value chain, focusing on:

• Service Management (Service Mapping, Service Reviews, Service Cataloguing & Updates, Service Performance Monitoring, Service Processes)
• Reporting & Document Management
• Change & Release Planning
• Event & Incident Management
• Risk, Governance & Compliance

Job Description:

Accountabilities :

• Service Delivery Management: Map IT services, document assets, dependencies, and risks; define service standards; monitor service health; drive improvements and resilience; ensure compliance with standards and regulations.
• Change & Release (Operational Readiness): Coordinate change and release plans, assess impacts, and ensure smooth implementation.
• Incident Management: Lead incident resolution, ensure proper recording, and promote incident prevention practices.
• Finance, Risk & Governance: Manage service costs, ensure regulatory compliance, and lead risk mitigation activities.
• People: Coach and mentor teams, participate in recruitment, and support capability building.

Relevant Experience, Skills, and Knowledge : Degree or National Diploma in IT, minimum 2 years in Service Delivery Management, and 4 years in IT. ITIL Certification and AWS experience are advantageous.

Education : Bachelor's Degree in Information Technology

Absa Bank Limited is an equal opportunity employer.

Preference is given to candidates from designated groups to promote workforce diversity.

The bank reserves the right to not fill the position.

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