Manager Service Delivery

Absa Group; Randburg; On-site; ZAR 400,000 - 500,000; Full time

Job summary

Join a leading African bank as a Service Delivery Manager. This role involves ensuring high-quality technology service availability and resilience through effective service management, incident resolution, and team coaching. Candidates should possess a Bachelor's degree in IT, along with relevant experience and skills in service delivery management.

Qualifications

• Minimum 2 years in Service Delivery Management and 4 years in IT.
• ITIL Certification and AWS experience are advantageous.

Responsibilities

• Map IT services and document asset dependencies.
• Lead incident resolution and manage event data.
• Coach and mentor teams, support recruitment.

Skills

Service Management

Incident Management

Change Management

Risk Management

Coaching and Mentoring

Education

Bachelor's Degree in Information Technology

ITIL Certification

Tools

AWS

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and positioned as a local bank with regional and international expertise, a career with us offers the opportunity to be part of an exciting growth journey, shaping our future as a proudly African group.

Job Summary

Proactively collaborate with business unit technical teams to ensure business continuity and high-quality technology service availability and resilience. Focus areas include:

• Service Management (mapping, reviews, cataloguing, performance monitoring, processes)
• Reporting & Document Management
• Change & Release Planning
• Event & Incident Management
• Risk, Governance & Compliance

Job Description

Accountability: Service Delivery Management

• Map IT services for assigned areas, documenting assets, dependencies, risks, and costs.
• Define service parameters and standards with stakeholders.
• Document and update service maps and parameters regularly.
• Assess service health and identify risks proactively.
• Conduct service reviews and monitor performance.
• Drive service improvements and SLA achievement.
• Ensure accuracy of Service Information Management Systems.
• Adhere to Service Management processes and contribute to standards development.

Accountability: Change & Release (Operational Readiness)

• Coordinate change and release plans, assessing impacts.
• Plan and communicate changes effectively across teams.

Accountability: Incident Management

• Embed incident management processes within the business area.
• Lead incident resolution and manage event data.
• Promote incident prevention and continuous improvement.

Accountability: Finance, Risk & Governance

• Understand service costs and drive improvements.
• Ensure compliance with standards and regulations.
• Lead reporting and remediation for non-compliance.

Accountability: People

• Coach and mentor teams, conduct peer reviews, and support recruitment.
• Participate in development planning and capability building.

**Relevant Experience, Skills, and Knowledge:**

• Degree or Diploma in IT
• At least 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. We value diversity and are committed to providing an inclusive environment for all employees.

Note: The bank reserves the right not to make an appointment to the advertised position.