Manager - Service Management.Technology and IS Security

Key Deliverables

The Manager Service Management will be accountable to achieve the following objectives:

Strategy Development and Implementation

• Abide by the strategy cascaded by the functional lead and lead the creation and execution of the Service Management sub-functional strategy.
• Ensure effective implementation of the functional strategy within the Service Management domain.
• Proactively review and refine the sub-functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem.

Staff Leadership and Management

• Source, induct, and manage talent in accordance with legislative guidelines and directives from the Head of Technology & IS Security.
• Continually develop a culture of strong collaboration and effective team working between service management, and other technology functions.
• Ensure open communication channels with staff and implement change management interventions when required.
• Provide definition of roles, responsibilities, individual goals, and performance objectives for the team.
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program.
• Drive the development and implementation of a training plan to build and develop skills within the team.
• Performance manage resources in accordance with HR policy and legislation where necessary.
• Promote a 'Fintech centric' and 'partnership approach' to develop strong relationships with other working groups and ensure adherence to Group governance.

Governance

Strategic Meetings

• Chair the Service Management governance forum to prioritize initiatives and review service designs.
• Support function-wide transformation initiatives. Elicit inputs from relevant parties, when required.
• Implement adequate risk mitigation and controls, with directions from the Head of Technology & IS Security.
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs for delivered solutions.
• Manage approval process from the Head of Technology & IS Security on new initiatives.
• Work with the approved budget for internal projects. Where required, provide input into budget planning.
• Facilitate preparation of proposals on change initiatives, SLAs, policies, and procedures.

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to the Head of Technology & IS Security.
• Manage and provide solutions to escalations that have multiple processes / functions impact on the critical path of service delivery.

Function Tactical

• Own and execute the service management and portfolio management process for the function.
• Define and establish objectives, targets, and budgets for the Service Management sub-function.
• Identify and document key risks, issues, and dependencies and set mitigation actions.
• Prepare documentation for sign-off / making decisions regarding tactical changes.

Performance

• Monitor performance and alignment with divisional strategy.
• Review and approve service designs and prioritization, ensuring performance and strategic alignment.

Reporting

• Report on a regular basis to the Head of Technology & IS Security on progress within the function, including service pipeline health, compliance, and delivery status.
• Report on an ad hoc basis on specific projects, as required.

Budgets

• Manage the sub-function's budgets in line with business objectives.
• Manage project initiative budgets for the service portfolio in line with bu