Service Delivery and Incident Manager

Job category: Banking, Finance, Insurance. Stockbroking

Contract: Fixed Term Contract

Remuneration: Market Related

EE position: Yes

About our company

WHY JOIN THE JSE? The JSE recognises that its success and strength depend on the quality of its employees. We are committed to fostering a culture of continuous learning and high standards of performance. Our employee wellness programme is designed to encourage work-life balance for employees. We naturally seek to empower staff and encourage diversity and opportunities for all.

Introduction

JSE is looking for a Service Delivery and Incident Manager for a 4 month Fixed Term Contract to proactively manage and measure agreed IT SLAs across the key lines of business applications inclusive of general office automation systems within the JSE. To manage focused incident and problem management functions for all priority 1 and 2 incidents logged. Root cause analysis for P1 and P2, focusing on IT system service restore within SLA and appropriate problem management resolution processes respectively. To manage the service desk. The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving.

Results Delivery

1. Ensure deliverables are clearly defined by negotiating and agreeing SLAs with relevant stakeholders, translating SLAs into operational level agreements within IT, ensuring that vendor contracts, agreements and schedules support internal SLA agreements and, where they don’t, communicate this to the internal stakeholder (business owner) and adapt the SLA where appropriate.
2. Ensure efficiency and productivity improvements across departments by clearly communicating expectations and targets (quality, standards, adherence to process and time) inherent in Service Level Agreements, tracking and monitoring delivery against targets and identifying areas requiring improvement (through trending, reports, major incident recurrence and problems) and then initiating a performance improvement programme or a task team to address the improvement.
3. Ensure efficiency, effectiveness and productivity of processes and service delivery to the JSE from external vendors by measuring against best practice frameworks and SLAs and taking appropriate measures for non-delivery.
4. Contribute agreed information, resources, professional advice, and strategic contribution to key strategic projects in consideration to risks imposed to existing systems and applications.
5. A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.

Client Service and Relationships

1. Interact with department members, direct reports and managers in a way that promotes openness and trust and gives them confidence in one’s intentions.
2. Manage internal JSE client expectations by negotiating and agreeing SLAs with relevant stakeholders and ensuring that, where vendor contracts, agreements and schedules don’t support internal SLA agreements, the internal stakeholder (business owner) is aware of and understands the situation.
3. Build long term relationships with business owners by hosting monthly Service Management Meetings where Service Management Report is presented, and all issues discussed and by interacting with them individually on a regular basis to resolve queries or issues.
4. Maintain effective relationships across the organisation by interacting regularly with stakeholders to resolve queries, by acting as the escalation point for all IT related queries and issues and by utilising interpersonal skills to manage relationships during emergencies.
5. An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.

Management and / or Process

1. High level understanding of JSE system integration and level of importance to the outcome of the business objectives.
2. Lead the resolution of urgent crises (incidents) by ensuring that stakeholder expectations are managed through appropriate incident management, that all required processes and procedures are adhered to despite time pressures.
3. Ensure regular status updates are effectively communicated and by contributing to the communication strategy to all affected stakeholders.
4. Manage challenges related to legacy systems and applications that are not fully supported by sufficient documentation or skills by effectively communicating and providing assurances when problems occur and by taking mitigating action where possible.
5. Drive appropriate problem solving practices across the whole IT department and external vendors and service providers by owning the problem management process and ensuring that a problem solving framework (ITIL - Information Technology Infrastructure Library) drives the problem solving process.
6. Act as escalation point for all IT queries across IT department by retaining ownership of the query, allocating problem resolution to relevant IT department members, and tracking to ensure delivery of solutions.
7. Manage business service delivery improvement task teams by assembling relevant line managers, clarifying the team’s objectives, aligning their thinking around the challenges, and monitoring their progress.
8. Contribute to the Risk Compliance Steering Committee by compiling the Operations Management Report regarding major incidents and availability of markets and by coordinating the auditing process and providing input into audit reports.
9. Mitigate organisational risk by analysing risks identified by the Governance and Risk Management Committee and developing mitigating plans to reduce risk levels of specific identified risks.
10. Mitigate reputational and financial risks by minimising downtime of market facing systems and by providing timely and accurate reporting to management and external stakeholders.
11. Meet targets and expectations for customer service and support performance.
12. Ensuring all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.

Leadership and Learning

1. Contribute, where applicable, towards performance review sessions with team members with regard to KPIs aligned to incident management, root cause analysis, problem management and SLA tracking.
2. Engage with team in such a way that they feel motivated to achieve better performance, feel respected and that diversity is valued.
3. Epitomise living the JSE values and keep team accountable for displaying the values in their behaviour.
4. Identify talent for retention and recruitment by conducting succession planning and offering mentoring and coaching to ensure retention of excellent resources.
5. Allocate reasonable normal distribution of performance scores for team to ensure salary and bonus (rewards/recognition) allocations are aligned.
6. Demonstrate evidence of transformation within the department by reporting on training and development of EE employees and reporting the same to HR.
7. Develop clear understanding of resource utilisation by understanding staff capacity and assign and commit team members based on appropriate resource utilisation.
8. Consult with the team regularly to ensure that the team and the processes can be used optimally within the organisation to achieve the desired results.
9. Effectively manage, develop, and train the service desk team.

Transformation and Innovation

1. Support implementation of business optimisation improvement through team engagement.
2. Encourage innovation, listen and act upon ideas from team and provide technical/expert contribution.
3. Meet EE/BEE targets as related to team through appropriate recruitment selection decisions.

Work experience required:

• 5 - 7 years experience working in an IT department, managing teams across multiple disciplines in a heterogeneous, service management environment.
• Financial sector IT experience - Desirable.

Qualifications required:

• Post-grad Degree in IT, Engineering or Business Management - Desirable.
• ITIL Manager/Expert Certifications - Desirable.

Additional Job-Related Training required:

• JSE-specific IT systems and applications.
• ServiceNow knowledge.
• ITSM tools.
• Conducting performance feedback meetings.
• Coordinating on-the-job training for new hires (e.g., identifying need, scheduling, resource allocation).
• Displaying high level of ethics, integrity and confidentiality.