Infrastructure Services Delivery Partner at Absa Group Limited (Absa)

Job Description

Infrastructure Service Delivery Service Delivery Management

•  Be accountable for deeply understanding the IS & Business Strategies, associated plans and their integration
•  Translate this knowledge & understanding into insights and implications for IS Service delivery for the area you support
•  Work across IS & business delivery teams to identify, track and enable the delivery of infrastructure products & services (and related opportunities) aligned to the IS & Business strategy objectives & plans
•  Work with IS product and service teams to translate the demand plans into detailed resourcing & capacity plans
•  Coordinate the development of detailed project / programme plans and successfully manage these to implementation
•  Take accountability for and ensure the appropriate governance is in place for all plan implementation (run, change, strategy, service etc.)
•  Leverage leading practice delivery processes and tools for the effective management of service delivery across the business area
•  Set up, coordinate and lead all project / programme plan routines and processes
•  Proactively Identify service delivery risk and collaborate across the business and IS value chain to mitigate against these. This includes advising on and facilitating the solution design.
•  Provide IS product & service guidance & advisory to business in the delivery of business requirements. Identify and coordinate the right resources & processes to define and manage the implementation of products / services solutions
•  Based on a deep knowledge & understanding of the business, develop ideas & solutions to positively contribute to and influence & shape the IS / business product & service direction & main tech efforts
•  Strike a balance in solution design and delivery – ensuring successful integration and alignment between the business requirements and the transformational (sometimes unpopular) IS strategic direction. In other words, facilitate the tough conversations to ensure responsibilities & collaboration on solutions between business & IS happens for the optimal cost:value benefit of the organisation
•  Support the definition and implementation of SLA / OLA objectives, standards and targets & routinely monitor the performance of IS products and services for the business area you support
•  Collaborate on and communicate regular service health processes & routines (e.g. monthly, quarterly etc. reviews)
•  Analyse service health assessment data and identify insights and opportunities for the business & IS
•  Translate insights into effective MI, analytics & communications for distribution across stakeholder groups
•  Support the design of service improvement / enhancement & SLA updates and plans with business & IS teams
•  Work as part of embedded business / IS product and service teams to support event & incident resolution
•  Stay Ahead of the Curve on leading practice Infrastructure Products, Services and associated service delivery standards to drive a culture of continuous improvement across the technology teams
• Accountability: Finance, Risk & Governance
•  Track Infrastructure Service Costs and Service Cost impact to the business areas you support (where resilience, stability, availability issues come into play)
•  Ensure optimal cost to value of IT services to the supported business area using expertise in service planning and monitoring effectively
•  Regularly report on business & commercial impact of infrastructure service delivery within the business area (including opportunity costs)
•  Participate & positively contribute to various risk & governance forums
• Accountability: People
•  Coach & mentor IS peers and support teams for the successful implementation and delivery of IS Services across the business