Job Title: Service Delivery Manager
Job Purpose Plan, direct and co-ordinate the entire IT operations service delivery for the Bank through a network of outsource vendors and internal infrastructure resources
Division
Information Technology
Reporting Structure Reports to Head of IT
Direct reports 1 Infrastructure Engineer and 2 Database Administrators
Dotted line Outsourced vendors
Broadband
0 SI 0 SE 1 M/P 0 SU/SP 0 AO 0 OS 0 Contractor
Outputs / Deliverables / Key Result Areas Output 1 Key Activities
Manage systems operations and IT services to business units • Establish a cost effective operation strategy for Mercantile Bank
• Implement an ITIL aligned Service Management framework
• Maintain and manage an application and infrastructure portfolio in accordance to the Operation strategy.
• Review and optimise the network infrastructure to support future business growth
Output 2 Key Activities
Manage third party Service Providers • Establish and sustain positive business relations between the Bank and various service providers and builds of optimal relationships to increase business benefit for MBL
• Assume full ownership, i.e. cost, escalation, risk term and increases for all Service Level Agreements (SLA’s) and contracts signed with various service providers
• Communicate the Banks expectations of the various service providers to them and communicate and manage the responsibilities of the service providers internally within the Bank to deliver optimal service delivery, governance, return on investment and customer satisfaction.
Output 3 Key Activities
Business Support • End-to-end strategic integration of the outsourced services from various service providers into a single operating model for the IT business
• Monitor daily operations to for SLA adherence by the various service providers and satisfactory service delivery by the various service providers and adherence to contractual agreements
• Develops forward demand forecasts for leveraged delivery from the various services providers
• Improve reliability through adoption of appropriate standards (i.e.ITIL)
Output 4 Key Activities
Problem Resolution
• Keeping abreast of major risk factors affecting service for the system users
• Monitors the investigation and resolution of problem and co-ordination of technical activities to facilitate the quick resolution of problems
• Diagnose logical problems affecting network performance and resolves performance issues
• Communication of problems and resolution to stakeholders
Output 5 Key Activities
Disaster Recovery and Business Continuity Planning • Analyses, interprets and provides input for disaster recovery and business continuity planning
• Test results to ensure systems are functional following an interruption in service
Output 6 Key Activities
Contribution to Business Strategy
• Interact with the company’s business leaders to understand business strategy and requirements
• Converting business requirements into IT strategy together with the IT Leadership Team
• Implementing solutions in respect of business requirements with the relevant resources from service providers
• Responsible for short-term and long-term operational planning in respect of existing and emerging technology
Output 7 Key Activities
Administrative Duties • Prepares appropriate operating expenditure for input into the IT budget
• Co-ordinates projects, schedules tasks and communicates with all relevant stakeholders
• Negotiates new service contracts and renewals (scope changes to existing contracts)
Output 8 Key Activities
Team performance and capacity development Management of staff members according to HR Best Practice and Policies: recruitment, induction, task setting and delegation, performance appraisals and feedback, development planning, managing leave schedules, succession planning, rewards & recognition and IR issues.
Attend to and resolve all staff related issues.
Conduct informal coaching with immediate staff and other stakeholders.
Managing own learning and development.
Requirements Qualifications Essential Matric
Beneficial Relevant IT degree will be preferable
Experience Minimum
• At least 5 years in a network operations environment and 5 years managing mid-range IT infrastructure
• Prior project management experience exhibiting ability to follow solid project management principles
• Proven track record in managing vendor relationships
Other
To Apply:
INTERESTED APPLICANTS PLEASE TAKE NOTE OF THE FOLLOWING SHOULD YOU WISH TO APPLY FOR THIS POSITION:
1. Send a comprehensive CV to recruitment@mercantile.co.za
2. Indicate the position title in the subject line of the e-mail
3. Correspondence will only be entered into with short-listed candidates. Please accept that your application has been unsuccessful if you have not received a response after 2 weeks from the date of your application
Deadline: 28th June 2012
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