Lead, ITSM Practice at Standard Bank Group

JOB PURPOSE

Establish and maintain the strategy and policies for the Specific ITSM practice ensuring alignment to the industry and best practice as well as holding line responsibilities that include general coaching and career development of resources within the practice. 

KEY RESPONSIBILITES

• Formulate, implement and maintain the strategy for the specific Information Technology (IT) service management practice, aligned to the greater ITSM defined strategy.
• Set and manage the annual budget for the practice (including all permanent staff, contract and turnkey resources).
• Drive development, standardisation and implementation of ITIL Service Operations and Transition functions across Standard Bank Group, in partnership with the ITSM LOB Lead. Ensure that these support the evolution of the DevOps culture.
• Provide strategic vision and operational leadership to the practice community, aligning their output with ITSM, Group IT and LOB strategic objectives.
• Assist in the delivery and management of strategic initiatives for the specific practice to improve the efficiency and effectiveness of Group IT.
• Forecast and secure the budget associated with the development and implementation of the strategic initiatives and resource requirements.
• Define and publish metrics that will provide insight on the delivery of IT services relevant to the specific practice.
• Lead, motivate and develop the capability and the practice community to achieve agreed annual targets and delivery

QUALIFICATIONS

• Honours Degree in IT and Computer Sciences.
• Degree in Business Commerce. 
• Technical and IT certifications (Software development, Hardware/Network) Management and Financial Certifications.
• ITIL Service management diploma.
• Practical experience in working in a variety of business areas within IT with a solid/deep skills set within Service Management. Understanding and experience of the various disciplines within IT and how they relate to each other.
• Knowledge of principles underlying leadership, team and group dynamics.
• Banking industry experience and knowledge of the Lines of Business within a Retail Bank. Understanding the functionalities of banking and the processes involved both from a front-end, customer facing side through to the back-office processing level. Understand the broad make-up of business processes involved in these operations.