Service Request Manager

Qualip Solutions; Johannesburg; On-site; ZAR 200 000 - 300 000; Part time

Job summary

A leading project management firm in Johannesburg is seeking a Mid-Senior Service Request Manager. You will manage incoming service requests, prioritize based on business value, and engage with internal stakeholders. The ideal candidate has over 5 years in project management and banking experience in Global Markets - Counterparty Risk. The role is contract-based and requires collaboration with delivery teams while ensuring adherence to established policies and performance metrics.

Qualifications

• 5+ years of experience in project management, IT service delivery, or a similar role, including Agile/Kanban teams.
• 3+ years of experience in Banking – Global Markets – Counterparty Risk.
• Experience leading processes within a team.

Responsibilities

• Manage demand intake and prioritization of service requests.
• Lead, coach, and develop team members.
• Monitor key performance indicators to gauge service health.

Skills

Global Markets experience (Risk management, Capital Markets, Trade and Equities)

Project management

Agile/Kanban experience

Banking experience

Education

Bachelor’s degree in business, Information Technology, or a related field

Tools

Kanban Maturity Model (KMM)

Project Management Professional (PMP)

ITIL Foundation

Job description

Responsibilities

Manage demand intake & prioritization: Handle incoming service requests and epics, prioritize based on business value and urgency, and establish clear commitment points for work to begin.

Serve as escalation point for service issues.

Define portfolio epics: Collaborate with stakeholders to define and plan portfolio-level epics, ensuring each has a clear scope, a viable MVP, and a lean business case aligned to the organization’s OKRs.

Stakeholder Engagement: Foster strong relationships with internal and external stakeholders to support business objectives and service expectations.

Deliver monthly and quarterly updates (e.g., reports or newsletters) and lead quarterly review meetings to keep business stakeholders informed and aligned.

Financial Management: Direct budgeting, financial planning, and resource allocation to optimize funding utilization.

Develop, maintain, and enhance the recharge model.

Team Leadership: Lead, coach, and develop team members, promoting transparency, process adherence, and continuous improvement.

Coordinate implementation: Work with delivery teams (e.g., Service Delivery Managers, analysts and engineers) to hand off committed epics, ensuring a smooth transition into implementation and cross-team alignment.

This may involve collaborating with other SRMs or a Portfolio Service.

Capacity Alignment: Continuously align work intake with team capacity, making sure that incoming demand does not overload the delivery teams.

The SRM helps maintain a sustainable pace of work and high-quality output.

Track performance metrics: Monitor key performance indicators (lead time, demand vs. capacity, work-item aging) to gauge service health and identify improvement opportunities in the request management process.

Monitor ongoing service performance against established SLAs.

Compliance and Governance: Ensure adherence to organizational policies, regulatory requirements, and industry standards.

Collaborating and engaging with Risk functions from conception to delivery.

Qualifications and Requirements

Bachelor’s degree in business, Information Technology, or a related field.

5+ years of experience in project management, IT service delivery, or a similar role, including work in Agile/Kanban teams.

3+ years of Banking – Global Markets – Counterparty Risk Knowledge: Experience/qualifications in the banking sector, particularly in Global Markets - Counterparty Risk space.

(Risk management, Capital Markets, Trade and Equities)

Must-Have Skills

3+ years of Global Markets experience (Risk management, Capital Markets, Trade and Equities)

5+ years of experience in project management, IT service delivery, or a similar role, including work in Agile/Kanban teams.

Banking experience.

3+ years’ experience in leading processes within the team.

Beneficial Skills

Kanban maturity & cadences: Familiarity with the Kanban Maturity Model (KMM) and experience participating in Kanban cadences (e.g., Replenishment meetings, Service Delivery Reviews).

Flow metrics & SLEs: Experience using advanced flow metrics (for example, improving flow efficiency) and setting service-level expectations (SLEs) for work completion.

Demand‑capacity balancing: Proven ability to balance incoming demand with team capacity (e.g., managing WIP limits) to maintain a sustainable workflow without overloading teams.

Certifications: Relevant certifications are a plus – for instance, Kanban or Agile certifications, Project Management Professional (PMP), ITIL Foundation, or similar credentials.

Seniority level: Mid‑Senior level

Employment type: Contract