Service Owner, End User Productivity

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

The Service Owner is responsible for overseeing the alignment of IT services with business goals and ensuring the delivery of seamless and high-quality IT solutions. This role serves as the primary liaison between business stakeholders and IT teams, ensuring that IT services, infrastructure, and technology initiatives support business operations effectively. The incumbent will lead cross-functional teams, coordinate service management activities, and drive continuous improvement in IT service delivery to meet evolving business requirements. The role requires an in-depth understanding of both business processes and technology, alongside a strategic mindset to drive innovation and optimize service delivery.

Qualifications

• Degree/Diploma in BSc / BCom in Information Systems/ Business Management or relevant work experience.
• Project Management Certification.
• ITIL Foundation.
• Industry Recognised Business Process Certification.

Experience Required:

• Professional experience in IT service management or business technology services, with a proven track record of managing IT service delivery.
• Leadership or supervisory role, overseeing cross-functional teams, managing business-critical IT services, or leading IT projects.
• Experience in a large, complex business environment (corporate, government, or enterprise-level) is highly preferred.
• Demonstrated experience in managing end-to-end IT projects, with a solid understanding of project management methodologies such as Agile, Scrum, or Waterfall.
• Excellent communication skills with experience in engaging with Business partners and translating technical Requirements into Business Value.

Additional Information

Key Responsibilities:

• Lead and oversee the end-to-end delivery of IT services to business units, ensuring high levels of customer satisfaction and operational efficiency. Establish and manage service-level agreements (SLAs) and key performance indicators (KPIs) to measure service delivery effectiveness.
• Coordinate and manage business IT requirements with the IT infrastructure and support teams, ensuring timely resolution of incidents and service requests. Assist with co-ordination of the DR tests, liaising with the Business Continuity Manager (BCM), 3rd parties, and relevant teams.
• Engage with the Technology Owner and ensure that service and related IT infrastructure capacity meet the required capacity and performance needs by informing Feature teams of any organic or other capacity constraints allowing them to plan accordingly.
• Evaluate that all service monitoring, alert and notification requirements are adequate, in place and regularly reviewed. Perform service reviews, monitoring and reporting on the availability, stability and performance of the services and delivery against required service levels. 
• Stay informed on audit findings and potential impact on the service offering. Take on the Major Incident Accountabilities as per the Major Incident Framework to support Service Restoration in the event of service failure and incidents, i.e.  support the IT Portfolio Head to elicit feedback from Business on the extent of the internal and external impact of the incident if required.
• Drive continuous improvement initiatives to enhance IT service delivery, ensuring that solutions are scalable, efficient, and cost-effective. Collaborate with business units to identify process inefficiencies and work with IT teams to design and implement technological solutions.
• Manage the implementation of new IT services or solutions, ensuring smooth transitions and minimal disruption to business operations. Lead IT service-related projects, ensuring adherence to timelines, budgets, and quality standards. Coordinate resources, identify risks, and resolve issues to ensure successful project delivery. Participate in the development and execution of IT strategies, projects, and programs aligned with organizational goals.
• Oversee the resolution of critical incidents and problems, ensuring that root causes are identified and preventive measures are implemented. Develop incident management strategies that minimize service disruptions and improve service recovery times.
• Ensure that all IT services comply with organizational policies, legal regulations, and industry standards.

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