Executive: End User & Comms Services (Infrastructure Operation) at Nedbank

Job Purpose

• To be a functional leader and get results through a complete function (functional synergy); competitive advantage for the business; building flexibility and effectiveness of the whole function; building functional state-of-the-art-results and credibility and understanding and valuing all sub-functions. To engage the future through functional best practice strategy and getting tomorrows results through addressing issues today.

Job Responsibilities

End User Computing (EUC)

• To ensure that End User Computing boosts business productivity and performance by offering innovative technology solutions whilst managing risks. The services cover incident resolution, request fulfilment, project support, managed print services, and advisory services providing value and seamless client experience enabling Nedbank businesses globally to gain a competitive advantage.

Voice Comms & Multimedia

• To oversee delivery and execution of the terms and operational services agreed upon with Service Vendors. This includes Operational, Financial, Service level and Service Credit Management. Ensure smooth operation of our Voice Platforms like MS Teams, Avaya and IPC and The Dealers voice platform.

Call Centre Management 

• To deliver Contact Centre Infrastructure strategy by managing Telephony, Recording and Management platform that enables our Contact Centre Agents and Traders to have a digital experience with Nedbank clients.

Operation Support and Projects

• To lead, through management: (1) a team that develops and maintains systems, software and automation solutions. (2) a team that looks after IT infrastructure project management services, IT Asset Management, virtual desktop support & maintenance, and (3) a team that leads and creates Adoption and change management processes and activities.

Technical Services

• To drive and execute management of the Infrastructure for Virtual Desktops, Hosted Applications, Application Virtualisation, Managed Print Solution and RPA (Robotics). This encompasses a number of servers, like Citrix (Xendesktop, Xenapp, Netscaler) , Vmware, Nutanix, App-v,Xerox and Equitrac. by addressing different limitations offering alternative solutions.

Network Services

• To oversee delivery and execution of the terms and operational services agreed upon with Service Vendors. This involves management of Data Network Services: which covers all LAN and WAN Services connectivity for the bank.

People Management

• Build a high-performance team.
• Through a team, enable achievement of functional Business Unit objectives.
• To lead a team of IT Senior Managers that lead managers and specialists and contractors.
• Develop and introduce a people strategy that will create a culture that drives the Cluster and Nedbank's vision and values.
• Analyse deviations from Divisional EE and Transformation Plan and ensure recommended corrective action is appropriate and implemented.

Essential Qualifications - NQF Level

• Professional Qualifications/Honour’s Degree

Essential Certifications

• Role Relevant Tertiary Qualification
• Formal certification from relevant professional bodies where applicable

Minimum Experience Level

• 4-8 years Executive Management 
• 4-8 years leading a large IT Business Function 
• 10-15 years IT Management