Quality Management

• Collaborate with stakeholders to define quality standards, metrics, and processes to ensure consistency and effectiveness across all Service Delivery outputs.
• Review and refine policies and procedures for managing and protecting data in compliance with regulatory acts, such as POPIA.
• Foster a culture of quality within the project team, encouraging collaboration, accountability, and a shared responsibility for quality outcomes. Promote the importance of quality throughout the organization and communicate its significance to all stakeholders.
• Collaborate with the Quality Assurance Manager to obtain insights and trends relevant to the Service Delivery lifecycle.
• Automate, digitize and introduce optimization initiatives toward the Single SBV helpdesk strategy ensuring a value for money service delivery and service desk engine.

Risk Management and Governance

• Identify, monitor, and manage ICT risks by implementing appropriate risk controls and procedures to minimize or mitigate system downtime and potential reputational risk for the organization.
• Manage risks and system security threats such as cyberattacks and adhere to Cyber Security Act regulations relating to data management and customer information protection by embedding a culture of safe and secure data management within the organization within the Service Delivery and Service desk response, resolution and proactive altering and monitoring process.
• Manage audit outcomes and strive towards zero repeat findings.
• Collaborate with the client and external stakeholders to validate and review disaster recovery plans that will have minimal impact on the cash ecosystem in terms of service delivery.
• Define, embed and oversee fit for purpose governance through the assurance that SLA’s internally and externally are in place enabling seamless delivery across all BAU and strategic initiatives.
• Define, embed and oversee the delivery of regular reporting, including dashboards and plan reviews on critical business optimization initiatives and projects to Stratco, Manco, Board/ ICT Subcommittees and Project Steering Committees.
• Subscribe and align to SBV Services' ISO 9001:2015 Quality Management Standards, ensuring the department’s processes and quality management system is at all times in compliance with the standard.
• Support SBVs ESG journey, reporting on and managing the ESG requirements to ensure a positive reflection and outcome.

Customer and Stakeholder Management

• Secure stakeholder support and buy-in by demonstrating business benefits and value add for investments in technological solutions.
• Accountable for Service Delivery customer and stakeholder satisfaction metrics being met and reported on as per business requirement.
• Responsible for collaboration with technical suppliers to expand product lines and improve customer service.
• Monitor compliance with specified provisions of service level agreements to drive mutually beneficial and productive long-term working relationships.
• Drive and embed a collaborative approach across departments to drive strategic initiatives, including aligning business and Technology strategy with various technology roadmaps and lifecycle usage.
• Evaluate and authorize the vendor contracts overseeing the alignment of the performance relevant to the contractual obligation.
• Participate in key information technology bodies to create networks and use those platforms for maintaining the latest understanding of technology developments and related regulations.

Finance

• Accountability and oversight for developing and controlling the annual Technology Service Delivery budget, operating costs, and forecasting.
• Manage the capital investments expenditure (CAPEX) to yield cost optimization and control.
• Manage cost efficiencies to ensure the appropriateness of Technology spending through optimization and analysis of business benefits.
• Deliver initiatives with approved business cases and motivations and ensure prioritization based on business priority.

People Management

• Provide leadership to employees within SBV and provide strategic and operational oversight of one’s department.
• Capacitate the department by ensuring that the team structure is maintained, appropriately recruited, and selected.
• Creates a conducive environment which translates into productivity and high morale within SBV.
• Leading the focus on talent to instill value creation for high value contributors.
• Preside over disciplinary hearings on behalf of SBV in alignment with statutory requirements and the policies & procedures of SBV.
• Be an advocate for SBV’s Talent Management Process.
• Adhere to legislative requirements, company policies and procedures in respect of employment Health and safety practices.
• In relation to continuous improvement partner with Organisational Development to identify and possibly develop applicable training material or interventions that will provide future fit SBV employees.

Lead as an Ambassador and executor of Change.

• Act as a change management architect in periods of change to ensure business continuity.
• Manage the integration of business units into a seamless end-to-end solution for customers.
• Effectively communicate and embed new processes and procedures as they occur, addressing or escalating matters/ concerns to the SME’s (subject matter experts) when required.
• Facilitate the necessary presentations, workshops, or forums to ensure consistent and accurate communication is given across one’s portfolio.

Requirements

Minimum Requirements: Education and Work Experience

• Degree in Information Technology, Computer Science, Engineering, or related discipline required.
• Post-graduate degree: Advantageous.
• 7 years’ experience in the Service Delivery landscape including management of hardware and software implementation projects of which;
  • 4 years in a senior management role.

Work Level

• Senior Management.

Job Type

• Permanent.

Salary

• Market Related.

EE Position

• No.

Location

• Houghton.