OMF IT Service Delivery Manager: Lending at Old Mutual

This role manages projects to deliver a specific product or transformation via a multi-disciplinary, highly skilled IT team. The IT Service Delivery Manager oversees a team of technical specialists that enable the delivery of high quality technology solutions to end users to meet business needs. Defining project needs and feeding these into the programme/portfolio/product process to enable resources to be appropriately allocated. This role is core to decisions that build high performing teams, where people are excited about the work they are undertaking. The IT Service Delivery Manager is required to establish and manage expectations within the business and to drive the IT team to achieve those expectations to a high standard working closely with Product owners, delivery teams, 3rd Parties and Scrum Masters. IT Service Delivery Managers oversee employees, facilitate planning meetings, and ensure that products and services satisfy consumers, having a long-term focus. As leaders, IT service delivery managers use strong communication skills to motivate and encourage employees. They also use strong interpersonal skills to build relationships with customers/stakeholders. Key responsibilities will include amongst others the following;

• Lead a team of technical IT specialists.
• Provide support, supervision, training, direction and mentorship in tech development, support and service delivery.
• Delivering complex projects, breaking down barriers for your team and both planning at a higher level and getting into the detail to make things happen when needed.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Give inputs to best practices in IT.
• Ensure that policies and procedures are followed.
• Ensure that teams are improving performance, service, and product quality.
• Use gathered information and research to target areas that need improvement.
• Ensure that team members are familiar with IT service delivery processes and best practices

Operations and Development

• Process efficiency and effectiveness
• In-scope process optimization
• Operational compliance
• Oversee and provide guidance on link delivery process from start to finish

Effort Management

• Customer (user) satisfaction
• Good communication around issues and opportunities – get things done, make things happen.
• Building, maintaining and analysing service reports to address any possible delays before it occurs.
• Drive deliverables thru industry-standard life cycles by establishing repeatable, well managed team and delivery environment

Organizational Management

• Manage service delivery resources within budget and project schedules
• Nurture, grow, and develop team members.
• Articulates the technical architecture, roadmap, and solution details to the all stakeholders.
• Relevant tertiary qualification advantageous
• 4 -6 years managerial experience
• Experience working in a IT Agile Environment
• In-depth knowledge of the system development life cycle
• Knowledge of Agile methodologies
• Strong communication skills to motivate and lead
• Ability to lead a team of technical specialists
• Strategic Thinking
• Innovation
• Changing and improving
• Making effective decisions
• Leading and communicating
• Collaborating and partnering
• Managing a quality service
• Delivering at pace
• Strong technical knowledge on the following;
• Software knowledge
• Technical experience in a delivery environment
• Familiarity with AGILE methodology.
• Leadership – IT essential leadership skills to encourage teamwork and motivate employees
• Strong problem-solving skills
• Detail oriented and diligent.