Jobsrican
Website Absa
Job Description:
Proactively partner a business unit to implement & manage of 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
- Stability and Resilience
- Service Catalogue (review & implementation)
- Risk, Governance & Compliance (Group & Regulatory)
- Service Management Data Analytics & Reporting Role context applies to all technology & technology teams internally & managed services / supplier partnerships
- Event Management and Monitoring
- Change & Release Management & overall Operational Readiness
- Incident Management (Recovery)
Job Responsibilities:
- Lead the Service Delivery optimisation and automation agenda across the estate – continuously improving and evolving technologies, processes and practices with visible and tangible business impact Design, lead and implement change management and capability plans to ensure the ongoing adoption of Service Engineering technologies by technology teams e.g. Service Now & CMDB ensuring clean & flawless datasets across the estate
- Lead major incident processes and activities across the estate and mobilise cross functional teams for effective problem resolution, including facilitating MIM bridge and WAR rooms
- Leverage deep technical expertise (Technology Stack & Broader Group Architecture, Infrastructure & Service Mapping) to lead the accurate and continuous mapping of IT services across the estate. This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks across the IT infrastructure environment (internally and externally provided).
- Lead the implementation of all risk related activity e.g. audit, compliance & ensure audit compliance & corrective post audit action & resolution across teams & hold one stop shop accountability for all unresolved risk (including prevention)
- Assume responsibility for service delivery and service performance across the business & deliver on service performance targets (quality, efficiency etc.) and objectives through proactive service delivery management & partnership to Technology teams
- Act as the point of escalation for all events & lead problem solving processes to minimise business & customer impact
- Leverage emotional, social & business / commercial quotient to understand the broad range of stakeholders, their opinions & perspectives and reconcile these to deliver fit for purpose service management solutions that add value to the business (negotiation skills and dealing with complex and divergent stakeholder opinions are a must)
- Work proactively with the Operational Readiness teams to ensure appropriate communication, awareness and integration across technology teams of incoming / outgoing changes that could impact the estate and or other estates
- Act as the single point of contact & assume ‘one stop shop accountability’ for strategically partnering the CIO & Heads of Technology on the design, implementation and delivery of end to end Service Management across an estate
- Lead start of day activities with Service Delivery teams, Technology technical teams including active participation and driving daily production meetings
- Lead reporting & remediation on all non-compliant activity across the estate – on time & quality & in alignment with Group & Regulatory standards
- Drive strategic and priority objectives aligned to Service Delivery outcomes with relevant Technology stakeholders. Support Business Unit objectives through collaboration and ongoing engagements & feedback between Tech and Business.
- Leverage leading practice operational readiness practices & processes to ensure the continuous & accurate updates to services across the estate (consolidate all new & decommissioned services & ensure effective performance monitoring & management thereof)
- Ensure Continuous Improvement by developing Service Improvement plans and facilitating and coordinating remedial activities with relevant support teams, business and other stakeholders
- Mobilise the service management value chain (group & business) & Tech Leadership team to leverage the service health analysis and lead the development & implementation of plans and associated solutions to prevent events & disaster ahead of time
- Partner the business area for audit (internal & external) readiness
- Leverage data analytics and insights to identify trends in event management and lead the planning & change processes to prevent their recurrence resulting in improved technology resilience across the estate
- Ensure business alignment to relevant industry standards e.g. ITIL, Agile, DevOps etc
Job Requirements:
- Bachelor’s Degree: Information Technology
Job Details:
Company: Absa
Vacancy Type: Full Time
Job Location: Randburg, Gauteng, SA
Application Deadline: N/A
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