Business Applications Service Owner at Sasol

Job description

PLEASE NOTE: QUALIFICATIONS AND EXPERIENCE ARE NON NEGOTIABLE

Business Unit: UBE: Information Management

Closing date: 19 May 2017

Purpose of Job /Role Intent:

• The Applications Service owner leads and is responsible for the definition, creation, thought leadership and provisioning of global solutions to drive business value and support operations across Sasol. The person integrates relevant business requirements obtained from the Global and BU Business Relationship Teams into solutions that can be implemented globally via the Regional and Global Unit Delivery Teams. Focus is on excellent service delivery across the various platforms in the relevant space.
• Responsible for the general health (stability and availability) of relevant application services globally and the delivery of all contracted services across the Sasol group.
• Oversees, and ultimately accountable, for the day-to-day operations and service delivery of Service Providers, to enable a stable Sasol IT environment.
• Acts as the Single Point of Contact (SPOC) for the business in addressing escalated/serious operational delivery issues with Service Providers globally.
• Focus will be on the shared applications in Sasol (including the Bus) excluding SAP.

Minimum Qualifications and Experience required

• Completed Degree in Information Technology / Information Management
• Post Graduate Degree will be advantageous
• ITIL Service Manager certification
• MODP or equivalent management/leadership development programme certificate.
• A minimum of 8 years total experience in an IT environment
• 5 years relevant experience as an Business Applications Run Service Owner
• 3 years at Management Level with operational, people, financial and strategic management experience.
• Experience with managing, transforming and simplifying a broad application portfolio (particularly in a resources/ energy company) would be an advantage
• Experience managing IT Applications functions - software development, implementation and support/maintenance services; scope management, timeline, budget, SDLC

Key accountabilities

Service Operations Oversight and Management

• Ensures that strategies, plans and frameworks are in place
• Ensures that service levels and expectations are defined and communicated to relevant stakeholders
• Ensure that relevant applications usage are tracked and monitored to add insight into employee productivity
• Takes full accountability for the delivery of Applications services according to Service Level Agreements (SLAs) globally
• Ensures that there is alignment with BU/ Functions IT requirements
• Ensure that Sasol continues to receive optimal value for ICT services
• Enable the Sasol Business Units (BUs) to be successful through ICT, which is consistent and drives internal efficiency of the business

Incident and Problem Management

• Conducts regular service value assessments and benchmarking
• Financial Management
• Compile, manage and control spend against annual operational budget
• Define the cost allocation model and contribute to recovery model development
• Compile and manage a capital budget to drive infrastructure renewal processes
• Compile and manage an operational budget to enable maintenance and renewal of all infrastructure and applications

Technical Services Assurance

• Monitor on-going compliance to quality management and governance
• Identify and manage operational risk to ensure limited impact on Sasol’s business
• Contribute to relevant meetings as defined within the Governance Structure and Management Systems
• Take responsibility for relevant management reporting as defined within the Management System
• Define Service Level Agreements (SLAs) for all contracted services in conjunction with the Build, Service and Supplier management function
• Review key performance indicators and ensure that service specific improvement plans are in place where required and monitor corrective actions, where deemed necessary

Change and Configuration Management

• Ensures that all changes are logged and approved, risk is determine and rollback plans are defined
• Ensures that all changes detected in the CMDB are controlled against the change log
• Responsible for an effective Change advisory board
• Accountable for a Configuration Management Database (CMDB) (Equipment register) that accurately reflects the environment, enhancing the vendor CMDBs with the business service relationships to configuration items

Security Management

• Accountable for early detection and addressing of vulnerabilities
• Ensures that all services reviewed on a regular basis in terms of security risks
• Service Desk and Incident Management
• Ensures that processes are signed off and audited as input to performance reporting and monitoring
• Addresses relevant requirements in the tactical plans
• Develops and maintains performance reports and daily monitoring mechanisms
• Ensures that work instructions and Service Level Agreement (SLA) % are adhered to
• Request Management
• Ensures that process monitoring / escalation mechanisms integrated into Continuous Service Improvement
• Develops a work instructions / knowledge management repository
• Develops satisfaction measures and ensures that complaints recorded
• Is accountable for process monitoring and ensuring that escalation mechanisms are integrated into Continuous Service Improvement

Licence Management

• Ensure users are appropriately Licensed
• Oversee annual License count to ensure compliance
• User and Role Maintenance
• Ensure user creation as per documented change request.
• Ensure maintenance is conducted as per approved policy
• Ensure user authorizations properly managed to minimize SOD conflicts
• Ensure that all new SOD conflicts forwarded to business for remediation or mitigation.
• Ensure that no new SOD risks are encountered.

Functional Competencies

• IM Business Interface
• IM Strategy Planning and Performance Management
• IM Business Analysis
• IM Data Analytics
• IM Assurance
• IM Project & Programme Management
• IM Application Development
• IM Infrastructure and Operations Management
• IM Organisational and Relationship Management