Service Manager: IT Specialist at Sanlam Group

What will you do?

• The successful candidate will join the organisation in the role of Service Management Specialist in the Sanlam Group Technology (SGT) Business Intelligence (BI) Data Platform team, responsible for service management (with a focus on Change & Release Management including Quality Assurance, Business Continuity Management, Disaster Recovery Management) and compliance for BI.  He/she will be part of a highly dynamic team working in an agile, process driven environment.
• The candidate should continuously assist the Operations Manager in identifying opportunities to streamline processes; and drive down the cost to support the BI Data Platform capability and the risks within the environment.
• He/she needs to have a passion for service management and customer service. They need to proactively build out the knowledge base in the course of their daily routines and strive for operational excellence. They should be able to communicate technical information to technical teams and be able to communicate effectively to non-technical customers. The expectation is that the candidate grows in a professional capacity by taking on tasks, with guidance, that is out-side of their comfort zone.

What will make you successful in this role?

• Engagement with SGT to align and ensure fit for purpose processes and tools for BI across the Service Management and Compliance disciplines.
• Engagement with BI Data Platform stakeholders to ensure smooth transition between the Business and IT Support services for efficient and effective customer service.
• Service Management with a focus on Change Management, Release Management, Business Continuity & Disaster Recovery Management
• Process creation, implementation, continuous improvement and user onboarding/training on respective Service Management processes and tools.
• Process Owner and Management responsibilities.
• SLA Management: ensure relevant SLAs and OLAs are in place where appropriate and work with BI Service and Application Managers to align 3rd party contracts. 
• Service Management Reporting: Create/Continuously Improve a reporting capability to support SLA & Operational Management requirements (adherence to SLAs, etc.)

Stakeholder Engagement 

• Ensure service management processes in the BI environment are fit for purpose and adheres to the required governance, standards, policies.
• This role will also drive the implementation of any future developments and enhancements to existing ITSM toolsets used for knowledge management and service level/performance reporting.
•  Business Continuity Management and Disaster recovery preparation and management for the BI & Analytics team

User training and onboarding.

• Compliance, Risk & Vulnerability Management:
• Engage with all stakeholders.
• Manage and drive any open items to completion.

Reporting

• Stand-in for the Support Service Manager when required (the Support Service Manager will stand-in for this role when required as well).

Qualifications

• Grade 12 and/or qualification in Information Technology would be advantageous
• ITIL V3 (or higher) Level 2/3 Certification/s highly advantageous
• Agile Certification is highly advantageous

Experience: 

• Knowledge and experience across multiple Service Management processes is highly advantageous with Incident Management, Change Management and/or Problem Management experience required as a minimum.
• Agile delivery experience is highly advantageous
• Process mapping and documentation is highly advantageous
• Financial Industry and BI experience is highly advantageous
• DevOps team experience is highly advantageous
• Experience working with Audit, Risk and Vulnerability Management highly advantageous
• User Training/Onboarding

Knowledge:

Process Mapping

• PowerPoint Presentations and Reporting
• Understanding of BI and supporting capabilities is highly advantageous
• Understanding of a DevOps team way of work is highly advantageous
• Understanding of Audit and Risk Management highly advantageous

Personal Attributes

• Interpersonal savvy - Contributing through others
• Decision quality - Contributing through others
• Plans and aligns - Contributing through others
• Optimises work processes - Contributing through others

Core Competencies

• Cultivates innovation - Contributing through others
• Customer focus - Contributing through others
• Drives results - Contributing through others
• Collaborates - Contributing through others
• Being resilient - Contributing through others