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Service Delivery Manager job at Absa Group Limited
Absa Bank Limited
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1153 Days Ago
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Vacancy title:
Service Delivery Manager

[ Type: FULL TIME , Industry: Finance , Category: Management ]

Jobs at:

Absa Group Limited

Deadline of this Job:
14 April 2022  

Duty Station:
Within Kenya , Nairobi , East Africa

Summary
Date Posted: Thursday, March 31, 2022 , Base Salary: Not Disclosed

Similar Jobs in Kenya
 Learn more about Absa Group Limited
 Absa Group Limited jobs in Kenya

JOB DETAILS:
Proactively work with business unit technical product and service teams (tribes & squads – internally & externally) to enable business continuity & consistent, quality technology service availability and resilience. Ensure the ongoing alignment of people, processes and systems for optimal service performance. This includes partnership of the business across the end-end service management value chain & includes the following key areas of focus Service Management (Service Mapping, Service Reviews, Service Cataloguing & Updates, Service Performance Monitoring, Service Processes) Reporting & Document Management Change & Release Planning Event & Incident Management Risk, Governance & Compliance

Key Accountabilities
• Service Delivery Management - 30%
• Leverage deep technical expertise and cross domain knowledge to accurately map IT services for assigned technology product & service areas This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks & costs across the IT infrastructure environment (internally & externally provided).
• Work with a range of stakeholders to define service parameters and standards.
• Collaborate with technical teams to effectively document & store service maps & associated service parameters including all architecture & infrastructure models, service standards and parameters, capacity & capability requirements etc.
• Continuously revise & update service catalogues & parameters to reflect ‘current state’ of the area aligned to change & release planning processes for the business area.
• Leverage deep technical (technology & ITSM) knowledge & expertise & proactively assess the overall service health of the area (real time leveraging appropriate technology).
• Leverage these real time health assessments to proactively identify & prevent service unavailability, instability & overall performance degradation risk for Absa Bank Ke Products & Services.
• Facilitate start of day health checks with relevant technical teams including chairing of daily production meetings.
• Conduct ongoing service reviews against defined standards and parameters with relevant stakeholders including suppliers.
• Continuously monitor service performance and identify risk (ahead of major events & incidents).
• Consolidate health assessment & specific service review information & translate this into impactful & relevant business insights to guide continuous improvements in technical product and service development (run & change) and associated changes & release.
• Drive service improvement & SLA achievement across the business area (influence stakeholders for optimal service delivery).
• Drive service resilience objectives across the business area & show significant improvements in resilience through effective capability & awareness building within and across technology product & service teams.
• Assume one stop shop accountability for the accuracy of all Service Information Management Systems (e.g., Stability and Resilience, etc.).
• Drive the adherence to Service Management processes (Incident (major and standard), problem and change), and produce of the relevant process deliverable (i.e., Executive Incident Summary) Work with agile & waterfall teams to assess capacity & capability requirements to deliver optimal service performance & ensure any gaps identified are closed.
• Leverage deep technical expertise & cross domain knowledge to contribute to the development of Group ITSM standards and processes.
• Change & Release (Operational Readiness) – 10%
• Work collaboratively with operational readiness and technology teams to define / predict potential change & release impact across the business (own services & dependent / interdependent services).
• Coordinate the development of consolidated change & release plans for defined area
• Work collaboratively with and embedded as part of agile teams & waterfall project teams to effectively plan changes & releases (all resourcing, timing / scheduling etc., performance metrics & parameters etc.).
• Define service parameters and changes aligned to changes & releases planned and communicate these across dependent / interdependent groups of users.
• Incident Management: - 25%
• Cascade & embed all incident management processes & practices in the assigned business area.
• Work embedded across squads to lead incident & event management resolution
• Ensure all events are appropriately recorded and managed to conclusion (aligned to Group Incident / Event Management Standards and practices).
• Leverage event management insights & translate lessons learnt across all relevant stakeholder groups (no repeat incidents!!)
• Ensure the accuracy of event management data & event status on the CMDB & ensure event management data is relevant, usable & beneficial to the organization (speak the language of the business).
• Work collaboratively with the Group Resilience teams to positively contribute to the continuous improvement of event management processes and practices.
• Promote incident prevention & repeat incident prevention through proactive service reviews, relevant business insights and capability building routines & processes.
• Achieve all incident / event management targets and standards (e.g., quality of resolution, time to resolution, cost impact, customer impact etc.).
• People - 25%
• Coach & mentor technology & service management teams on various areas of expertise (technical landscape / service management)
• Conduct peer reviews, & problem solving within and across the broader team as required
• Provide technical subject matter expertise and support in the attraction and recruitment of Service Management resources
• Participate as a subject matter expert in the development & development planning of the broader Service Delivery team as required
• Support the people change teams & or Group Service Engineering teams in the design of adoption processes, training material etc.
• Support Group Wide capability building processes

Education and experience required
• Education
• Bachelor's Degree: Information Technology
• At least 3 years’ experience of Service Management, ideally in an IT environment
• Experience working in a matrix environment with cross border accountabilities.
• Experience of creating measuring, monitoring, and managing service levels.
• Experience of managing relationships and leading negotiations with clients and suppliers.
• Experience of communicating effectively with Senior and Top Management.
• The role holder will be a leading Service Management exponent within Absa Bank Kenya PLC
• Proven record of delivering quality services in a changing environment.
• Essential
• Up to date with initiatives taking place within the Service Management and Financial Services sector and IT industry.
• Knowledge and skills:
• Essential
• ITIL – Service Management essentials
• Service Management and Control
• Supplier Relationship Management
• Customer Relationship Management
• People Management and Supervision
• Able to achieve and maintain high standards – always looking for improvements
• Basic IT Literacy – the ability to do word processing, work with simple spreadsheets & e-mail
• Team working with a customer focus
• Communication skills, verbal and written at both business and technical levels.
• Analytical skills
• Information gathering and listening skills
• Enthusiasm & drive with total commitment to service improvement.
• Ability to deliver services and changes in a safe and controlled way
• Basic cost management and numeracy skills.
• Preferred
• In-depth knowledge of IT Service Management techniques
• Working knowledge of services and products provided by Operations & IT and third parties
• Working knowledge of charging and cost recovery policies
• Working knowledge of the client organisations
• Understanding of short and medium-term business plans for the organization
• Working knowledge of Project Development techniques, specifically Prince 2
• Comprehensive knowledge of Service Improvement techniques
• Basic knowledge of banking services

Competencies:
• Commercial awareness/ Entrepreneurial
• Drive for results
• Relationship /Partnership approach
• Technical skills/knowledge
• Team building/player
• People Management capability
• A resilient and inspirational leader.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
To apply follow this link https://absa.wd3.myworkdayjobs.com/en-US/ABSAcareersite/job/Bishops-Gate/Service-Delivery-Manager_R-15930112-1/apply 

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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Corporate / Organisation Specialist jobs in Kenya
Job Type: Full-time
Deadline of this Job: 14 April 2022
Duty Station: Nairobi
Posted: 31-03-2022
No of Jobs: 1
Start Publishing: 31-03-2022
Stop Publishing (Put date of 2030): 31-03-2066
Apply Now

Caution: Never Pay Money in a Recruitment Process.

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  • SELECT m.id, m.alias, m.path AS route, m.level, m.parent_id FROM icop0_menu AS m WHERE m.menutype = 'categories-list' AND m.parent_id > 0 AND m.client_id = 0 AND m.published >= 0 ORDER BY m.lft330μs2.3KB/libraries/gantry5/src/classes/Gantry/Framework/Menu.php:791Copy
  • SELECT * FROM icop0_jmap_metainfo WHERE `linkurl` = 'https://www.greatkenyanjobs.com/jobs/job-detail/job-Service-Delivery-Manager-job-at-Absa-Group-Limited-55402' AND `published` = 1174μs1.2KB/plugins/system/jmap/jmap.php:818Copy
  • SELECT * FROM icop0_jmap_canonicals WHERE `linkurl` = 'https://www.greatkenyanjobs.com/jobs/job-detail/job-Service-Delivery-Manager-job-at-Absa-Group-Limited-55402'102μs960B/plugins/system/jmap/jmap.php:920Copy
  • SELECT * FROM icop0_acym_configuration305μs24.88KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_list WHERE type = 'standard'163μs10.3KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_field109μs2.33KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_form WHERE active = 1 AND type != 'shortcode'83μs1.2KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT SUM(CASE WHEN `a`.`next_execution` <= :now THEN 1 ELSE 0 END) AS due_count,SUM(CASE WHEN `a`.`locked` IS NULL THEN 0 ELSE 1 END) AS locked_count FROM `icop0_scheduler_tasks` AS `a` WHERE `a`.`state` = 1110μs1.68KBParams/administrator/components/com_scheduler/src/Model/TasksModel.php:466Copy
  • SELECT * FROM `icop0_extensions` WHERE `element` = 'com_gsd' AND `type` = 'component'149μs3.78KB/plugins/system/nrframework/NRFramework/Extension.php:160Copy
  • SHOW FULL COLUMNS FROM `icop0_gsd_config`337μs1.92KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'64μs912B/libraries/src/Table/Table.php:755Copy
  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc219μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`299μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid121μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid130μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatkenyanjobs.com/jobs/job-detail/job-Service-Delivery-Manager-job-at-Absa-Group-Limited-55402'106μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 165μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"220μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES751μs8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin147μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin105μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`77μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'85μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'211μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 529570μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?147μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?5.44ms912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy