Standard Bank Group Head, IT Provincial - Client Service - PBB IT Jobs in South Africa
Standard Bank Group Head, IT Provincial - Client Service - PBB IT Jobs in South Africa
Job PurposePartner with business providing IT thought leadership and strategic input to enable and support the realisation of the BU strategy and the greater IT strategy within the province.
Accountable for directing, delivery, maintenance, support and improvement of local (provincial) business solutions and features across all Universal Financial services Business Lines and Universal services capability end user service requirements.
Key Responsibilities/Accountabilities
Lead, direct and support the Information Technology Strategy, Service delivery and operational requirements in the allocated provincial portfolio. Define and manage the key IT service and design propositions for the allocated Province
Define and provide the local strategic and operational plans to ensure that IT capabilities are responsive to the needs of the growth and operational objectives of the provincial portfolio
Outline the IT local strategy, aligned to the local business strategies and objectives, specifically in as related to the local execution and delivery of services to customers in the allocated Province
Formulate design principles and plans, and lead teams to configure the Local Digital Branch capabilities, enabling individual branch technical designs, which differs from the standard branch build
Enable proactive capabilities to manage locally unique issues to minimise impact to customer and maximise the ability for customer facing teams to effectively services customers
Participate in the relevant management committees and governance forums (e.g. Executive committees (Provincial, Area and Branch), Risk and Control Committee) making decisions based on knowledge of the portfolio
Provide leadership insight into the design of Vendor support in the Province and manage delivery of vendors and 3rd parties, ensuring that the IT team and third-party providers are responsive to the provincial audit assessments or reviews
Lead local service reviews, monitoring and reporting on the availability, stability and performance of the services and delivery against required service levels
Lead the Business Services Lead (BSL) in the identification of critical systems and business processes (Customer impact maps), designing the communication strategy and plan to address service outages and customer/business impact, in conjunction with the provincial business stakeholders
Participate in the appropriate prioritisation of IT service (production and IT Maintenance) backlog items in consultation with the BSL and product owners/managers bringing to bear knowledge of the allocated province(s), leading in providing the local strategies and plans
Facilitate and co-ordinate service restoration activities for service outages, by escalating to the relevant feature team or IT support and command centre functions
Communicate any relevant issues and updates effectively and on time to Business partners or IT stakeholders
Manage service and performance escalations on behalf of Business partners are dealt in a timely fashion by working with the relevant IT stakeholders
Perform monthly service reviews of vendors to ensure that the service provided is at the right level and act as escalation point for management of vendors in case of service impact
Ensure that Local Executive Summaries, post service restoration activities, are compiled by teams and is clear, concise and articulate the business impact of the service interruption
Provide monthly, quarterly and yearly incident trend reports to business stakeholders and internal IT stakeholders where
required
Review and manage monthly tracking of volumes and cost drivers against budgeted volumes and cost drivers, verifying the invoice produced by IT Finance
Review, understand and communicate (where required) client recoveries for service(s) and manage discrepancies appropriately
Drive reduction of service costs through service standardisation, consolidation, optimisation and retirement of specific business service(s) within the allocated Province
Manage IT operational risk emanating from systems, processes, procedures and people by implementing effective Disaster Recovery Plans and ensuring alignment with overall Business Continuity Management plans
Assume accountability for effective resolution of IT security risk concerns as communicated by the relevant IT security teams
Ensure the management of medium and short-term service restoration, Major incident resolution and service restoration for the provincial portfolio (across all business lines in province)
Ensure that service failures and incidents are logged on the appropriate tool as soon as they are identified
Ensure that incident investigations and the flow of information between business and the respective IT stakeholders in and outside the IT portfolio: Feature teams, ITSM, IT Support & Command Centre
Monitor and track incident management efforts to achieve the restoration of service within agreed timeframes (Medium and minor incidents only - Major incidents are managed by Major Incident Managers (MIMs) on a country level)
Co-ordinate business service restoration efforts providing a post recovery support to ensure that services are available to business users on the floor, managing the “downstream” effects of outages on the portfolio, e.g. file injections, data remediation, recovery processes etc
Communicate the status of restoration efforts to relevant Executive business stakeholders, BSL and/or CIO/IT Portfolio Head
Ensure that teams update incident information within the relevant tool, closing incidents in a timely manner
Technology strategy by overseeing the delivery and maintenance of business solutions and features for a specific IT provincial portfolio
Drive, assist or support programme execution remaining accountable for the end-to-end delivery of all the identified programmes in the provincial portfolio by being accountable for business leader engagement and overseeing portfolio level reporting
Direct the implementation and maintenance of business features and solutions for the line of business by ensuring the required capacity is available for the provincial portfolio delivery requirements
Support the Release train engineers (RTE) and Feature teams by removing impediments, breaking down barriers with the business community and managing escalations that may impact delivery
Listen and support teams in problem identification, root cause analysis, and decision-making by participating in planning, various workshops and system demonstrations during iterations of delivery by being “in the work” and participating in labs, reviews and showcases
Ensure the required change enablement initiatives (training material and interventions) are identified and implemented by overseeing the activities of the change management team
Enable the support of the new features and solutions in production by incorporating appropriate local response capability
Preferred Qualification and Experience
Honours Degree Business, Commerce or IT and Computer Sciences
IT related professional certification, Project/Programme Management, Safe Agile Certification
7-10 years Experience in Business Partnering and Service Management
How to Apply
For more information and job application details, see; Standard Bank Group Head, IT Provincial - Client Service - PBB IT Jobs in South Africa
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