Service Owner, End User Services

Company Description

Standard Bank Group is a leading Africa-focused financial services group, and an innovative player on the global stage, that offers a variety of career-enhancing opportunities – plus the chance to work alongside some of the sector’s most talented, motivated professionals. Our clients range from individuals, to businesses of all sizes, high net worth families and large multinational corporates and institutions. We’re passionate about creating growth in Africa. Bringing true, meaningful value to our clients and the communities we serve and creating a real sense of purpose for you.

Job Description

To manage and take ownership of the Managed Services Provider for Standard Bank, ensuring Specific End User Services (SEUS) quality is maintained, continuously improved and that the SEUS support the achievement of individual employee and Business unit goals, focusing on the overall Employee Experience. Lead Standard Bank permanent resources to provide certain SEUS. Provide thought leadership and strategic insight to employees and Business Units in the context of owned specific End User Services.

Qualifications

• A Degree in Information Technology is required  or a  Post Graduate Degree in Business Commerce, Information Technology is preferred

Experience Required:

• 5-7 years experience in a stakeholder management position within the IT space, experience in managing technical service providers and ensuring alignment of the overall business outcomes from the respective providers ensuring alignment to Group strategy.
• 5-7 years experience in general Information Technology support, first-hand experience in what is required from an IT perspective within the Bank and a strong understanding of technical agreements and service needs.

Additional Information

Key Responsibilities:

• Collaborate with Managed Services Provider to develop and maintain a multi-year service strategy for specific End User Services that fully supports the Group Technology strategy. Provide thought leadership, industry expertise and strategic insight to employees and Business Units in the context of owned specific End User Services.
• Collaborate with the Group Technology Contract Management area and Group Procurement with regard to contract relationship management; and ensure SEUS are provided in line with contract terms and conditions. Collaborate with the Managed Services Provider to introduce, adopt, manage and champion appropriate standards, methodologies, policies, processes, procedures and frameworks. Compile and maintain an information Asset Register for SEUS.
• Conduct regular service reviews with Business Units and operational reviews with Managed Services Provider to proactively identify and implement continuous service improvement plans.
• Continuously liaise with the Managed Services Provider to keep them abreast of changes and evolving expectations of the Business Units, as well as specify the detailed scope of the value proposition ensuring all requirements are met.
• Drive the adoption of new value adding End User Computing services/technologies by employees and Business Units.
• Facilitate communication between employees, Business Units and the Managed Services Provider to resolve service performance issues and ensure solutions are reached in a timely fashion. Identify and mitigate risk within the SEUS and ensure that Business understands the risk as well as the implemented risk mitigation process. Conduct risk assessments to ensure risk mitigation processes are fully ingrained and effective.
• Lead, motivate and develop the capability of the End User Services Team as it relates to specific owned services to achieve agreed annual Key Performance Indicators (KPI's). Provide leadership to the organisation regarding SEUS strategy and planning, ensuring that all requirements are considered.

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Convincing People
• Developing Expertise
• Directing People
• Embracing Change
• Empowering Individuals
• Establishing Rapport
• Examining Information
• Exploring Possibilities
• Generating Ideas
• Interacting with People
• Making Decisions
• Meeting Timescales
• Providing Insights
• Team Working
• Understanding People
• Upholding Standards

Technical Competencies:

• Benefits Management
• Business Continuity and Disaster Recovery Planning
• Emerging Technology Monitoring
• Financial Management (IT)
• IT Strategy & Planning
• Project Management (Project Mgmt)
• Quality Assurance
• Service Level Management
• Service Management Processes
• Stakeholder Management (IT)
• Written Communication