Head Service Delivery

Technology Strategy & Innovation

• Lead the development, planning and implementation of a Service Delivery (for Service Desk, Problem, Incident, Change and Portfolio Oversight) strategy aligned to the Technology and Group strategy and Roadmap, including implementing new technology and ways of working into the landscape.
• Implement a customer (internal and external) and vendor management framework and engagement model for Technology.
• Set strategic objectives for implementing innovative solutions while optimizing existing systems, applications, and information.
• Investigate, develop, and drive the implementation of industry leading best practices to integrate systems and create a cohesive digital operations environment.
• Facilitate support services that enable business performance and revenue generation in support of the operational needs of the business
• Keep abreast of global best practices on technology delivery strategies to enable SBV to maintain an advanced position in delivering forward-thinking and commercially astute solutions.
• Benchmark global standards and re-align service delivery metrics in accordance with industry best practice

Planning and Organization

• Translate the Technology strategy into actionable plans to drive implementation across the company’s ecosystem, prioritizing industry best practice service delivery standards, data analytics and simplistic re-usable models
• Provide strategic insights into the Service Delivery roadmap planning, to implement relevant initiatives, making it visible to all value chain stakeholders.
• Lead the Business Engagement model and develop a clear understanding of the relationship between business requirements and service delivery outputs underpinned by customer value proposition
• Work in conjunction with the various business unit heads to build plans and ensure progress is made against strategic initiatives
• Translate the respective business strategies into actionable plans to drive implementation and optimization of Service Delivery solutions across the SBV ecosystem

Analysis and Design Activities

• Support complex projects and initiatives and approve handover into production for the overall achievement of the business objectives, maintaining support throughout the product and services environment
• Review global best practices on technology strategies to assist in delivering quality and excellence through robust testing awareness and enablement
• Create a book of work based on future technologies to build and enhance existing and new solutions for end-users, incorporating the best global practice and methodologies encompassed by skills development
• Lead the development and implementation of automated and self-service initiatives across the organization applying a change management approach

Technical implementation within own area

• Accountable for overall technical implementation of solutions and applications within the Service Delivery landscape. This includes the ownership of Problem, Incident, vendor, Change and Portfolio management
• Provide the framework and drive implementation for reporting on technology performance with key insights and trends
• Drive continuous improvement and transition through strategic partnering to onboard new technology related services into the Technology Service Delivery offering
• Oversee the decommissioning of legacy systems and creating and transitioning to sustainable modules, applications, and platforms, based on best practices
• Manage a system or solution lifecycle to ensure scalability, extracting value from its functionality, and planning alternative options at the end of its lifespan
• Accountable for the monitoring and conducting of technical assessments of current state applications and provide recommendations for future state applications, including the next steps

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