Specialist Service Delivery SLA & Process Management at Absa Group Limited (Absa)

Job Description

Service Level Agreement Design

• Conduct leading practice research and provide recommendations for SLA management process design & implementation
• Support all SLA framework design processes (e.g. contracts, dashboards, monitoring parameters, dashboards & reporting, service catalogue, IT service costing & cost:value) & translate the SLA framework into usable tools to be leveraged organisation wide
• Do this by coordinating the input and insight from service delivery teams across the enterprise
• Design & implement document and knowledge management systems to manage all SLA framework processes and tools
• This includes the tools, policies, templates & processes themselves, but beyond that the service mapping & service health analysis results across business areas
• Support the Lead Service Delivery SLA & Process management in the coordination of all SLA contracting activity
• Consolidate & prepare negotiated SLA agreements for sign off
• Once signed off, work with the monitoring teams to ensure all services are effectively integrated into monitoring tools including defined targets and objectives
• Measure SLA performance & identify risks and opportunities for the enterprise
• Work with Service Delivery teams to resolve SLA delivery risks and opportunities & to translate these into executable improvement plans
• Develop routines and processes to collaborate across the service management value chain e.g. Resilience, Operational Readiness, Service Delivery to regularly update service catalogues and associated performance monitoring parameters and targets (ensure 100% accuracy & data quality – ALWAYS!)
• Develop & lead a testing process to ensure the effective tracking & monitoring of SLA delivery
• Set up SLA management dashboards and reporting processes
• Complete SLA management reporting which includes translating insights from monitoring activity into risks & opportunities at a business area & enterprise level
• Manage the SLA framework calendar & coordinate SLA framework processes e.g. Service Reviews across the enterprise
• Translate Service Review information & consolidate service improvement plans & actions – effectively tracking these to conclusion & overall service improvement
• Participate in & contribute to the effective execution of SLA framework processes across the business e.g. Service Reviews, critical thinking & problem solving
• Develop SLA communication & capability building tools and deliver these across Service Delivery teams
• Provide advice & guidance to service delivery teams and the broader technology teams in the design & implementation of service improvement plans and the broader SLA framework as required
• Stay ahead of the curve on global SLA Management practices and trends and continuously improve this capability across the organisation

Accountability: Finance, Risk, Compliance & Governance

• Develop a deep understanding of IT Service Costs and Service Cost impact across the organization (where resilience, stability, availability issues come into play)
• Work collaboratively with other Group Tech functions to create routines & processes to monitor IT Service Costs aligned to Service Level Agreements and any corresponding service improvement plans
• Analyse service level data and identify, document & communicate risks and opportunities aligned to Group & Regulatory risk processes & requirements
• Coordinate & prepare Service Delivery teams for all audit, risk, governance & compliance activity
• Prepare risk, governance, compliance and regulatory reports related to Service Health & Overall Service Delivery
• Research & continuously update own risk, compliance & regulatory knowledge & understanding in order to update and continuously improve the organisation’s SLA Frameworks & Tools
• Prepare the organization for Risk, Governance, Compliance & broader regulatory changes (this includes planning the change, communicating the change, implementing the change)

Accountability: People

• Build SLA Management capability across the enterprise (supported by the design & delivery of appropriate programs, processes & tools)
• Coach, guide & mentor Service Delivery teams on SLA Management Processes & Practices
• Leverage coaching expertise in all activity to drive improved technical service delivery to the organisation

Educational requirements:

• IT Diploma/Degree
• ITIL Foundation Certificate
• 3 years related work experience