Technology Strategy & Innovation

• Contribute to developing the Technology strategy by providing strategic input relating to ICT Support and Service Delivery.
• Develop and implement an ICT Service Delivery Operating Model that aligns with the adoption of emerging best practices (e.g., automation and Artificial Intelligence (AI)) to embed and foster ICT change capabilities and customer experience.
• Deliver an ICT Support Roadmap aligned with set budgets, resourcing requirements, market, industry, and business trends.
• Recommend the sourcing of ICT solutions that are fit for purpose and architecturally sound.
• Review ICT infrastructure against current and future business requirements, strategic goals, and development needs.
• Research and actively seek robust ICT solutions and tools that drive proactive incident remediation and leverage AI for incident response.
• Benchmark, perform trend analysis and make recommendations for capacity planning and improvement of the ICT infrastructure and systems in line with global markets.
• Identify industry trends and emerging insights regarding product sets, service delivery models, and service desk components, and assess opportunities to improve ICT service management processes, execution, and efficiencies.

Planning and Organisation

• Review and recommend integrated solutions to transform, optimise, and scale system support services based on data insights.
• Implements the Service Desk tools, processes, and knowledge base in an effective and relevant manner that results in high adoption rates, positive feedback, and a pleasant experience for both users and team members.
• Identify and enforce cost reduction measures through continuous improvement, innovation, and automation.

Execute Analysis & Design Activities

• Analyse and assess strategies that leverage other emerging technologies to improve efficiency and effectiveness within the organisation.
• Automate processes and use AI to conduct predictive analysis to analyse trends and patterns in the reliability and performance of technological systems.
• Prepare motivations for business cases and oversee their implementation.

Technical implementation within own area

• Manage daily service operations to ensure functionality, availability, and security of ICT systems, devices, and network infrastructure.
• Using AI, create contextual and intelligent service delivery, and explore the use of chatbots, AI-assisted data analysis, and intelligent automation to scale up the function.
• Monitor the resolution of Business Unit requests within defined SLAs and ensure that all issues are documented and resolved on time.
• Refine and improve incident processes to achieve SLO goals and provide repeatable customer experiences, by automating mundane and repetitive tasks like password resets, application access requests etc.
• Lead the adoption of best practices and frameworks for Incident Management, Service Request Management, Problem Management, Change Management, Software Asset Management, Availability Management, and Capacity Management.
• Manage the lifecycle of ICT operations and infrastructure components and services, monitoring their use, benefits, and investments.
• Drive Service Desk performance and review Service Level and Operations Metrics and KPI reports to determine and document service level and operational effectiveness.
• Align capacity, resource allocation, and distribution to ensure performance meets defined and documented goals.
• Drive critical incident and escalation processes and engage multiple stakeholders to expedite restoring system functionality.

Vendor Management

• Define and maintain a comprehensive vendor management strategy and key goals and deliverables.
• Negotiate vendor contracts and ensure SLA dependencies are addressed adequately in all contracts.
• Conduct regular vendor analysis, benchmarking, and value-for-money reviews to ensure maximum output from vendors.
• Drive collaboration between vendors and resolver groups for timely feedback and delivery against promised outputs and SLAs.
• Assure vendor contract compliance and SLAs by ensuring effective engagements that drive service and value.
• Assess vendor risk, manage ICT vendors, and ensure services procured meet operational requirements.

Customer Management

• Engage with users, centres, and regional managers to review and discuss technology performance, issues, and expectations; and ensure customer demand is met with speed and quality.
• Manage relationships with the Banks and maintain predefined levels of customer service and satisfaction in line with the SLA.
• Monitor Business Unit and internal customer satisfaction and address gaps and challenges using the action register framework.
• Establish a service excellence culture throughout ICT operations, Service Desk and Service Delivery.
• Working with Engineering and Infrastructure teams, determine measures to resolve and prevent future problems and drive customer success by focusing on feature adoption and value realisation.

Business Partner Relationship Management

• Build and maintain relationships with all SBV key stakeholders, both internal and external, to co-create solutions.
• Establish value-chain management through cross-functional teamwork.
• Ensure all stakeholders are updated and communicated correctly and manage follow-up conversations.
• Translate business requirements into design components and working with the architectural teams develop these into solutions.

Quality

• Perform an in-depth analysis of the reported technical issues, including root cause analysis leading to recommendations for remedial action.
• Define and improve technology processes in accordance with the leading technology best practices and frameworks.
• Prepare weekly, and monthly management reports on technical support and service desk performance levels in line with SLA requirements.

Risk Management

• Identify risks and threats associated with ICT Operations, analyse exposure to those risks or threats, and determine the appropriate action to control and/or minimise them.
• Conduct monthly self-assessments based on defined internal controls, anticipate and document risks, and report on gaps and related mitigation activities to ensure clean audit results.
• Maintain business processes and, where necessary, design or review them in line with ICT policies and processes.
• Maintain all documentation in a repository.

Finance

• Provide understanding of ICT costs and benefits, including forecasting.

• Manage the annual ICT Support budget, monitor spend, and optimise existing resources.
• Make budgetary recommendations that align with department goals and objectives.
• Leverage on economies of scale when procuring of ICT equipment, and professional services per SBV’s supply chain policy.
• Identify and manage all service optimisation opportunities, including cost reductions across the entire ICT landscape.
• Prepare a rolling 18-month forecast and report on actual expenditures versus forecasts for the remaining months of the year.
• Analyse and justify any deviations to budget allocation putting financial control measures.
• Maintain financial compliance with the company’s financial management practices, policies, and procedures in managing CAPEX and OPEX.

Leadership and people management

• Manage the effective use of the department’s resources to improve organisational productivity and delivery.
• Provide Subject Matter Expertise in critical support issues where your experience is required to ascertain the issue quickly and to find the more appropriate resolution.
• On a monthly basis, manage the headcount in accordance with SBV principles and policies, including notifying HR of team cancellations, new business, and new initiatives.
• Manage recruitment, performance management, training, career development programs, succession planning, resource planning, and HR processes across the team.
  • Lead and manage employees' end-to-end performance management process, inspire, and encourage your team to deliver on key performance areas, and provide the necessary support, coaching, and training.
  • Manage and lead the Talent Management Process within one's area of responsibility to create value for high-value contributors.
  • Comply with SBV Human Resources/Employee Relations policies and procedures and applicable Labour Laws.
  • Drive employee training and development, ensuring employees are provided with refresher courses in conjunction with the Training Academy.
• Draw up and conduct disciplinary hearings in accordance with labour law, statutory requirements and SBV ER policies and procedures.