Millennium Application Support Manager & LSM at Sanlam Group

What will make you successful in this role?

Lean Service Delivery Management:

• Ensure effective LSM processes and cadences for all Modern Insurance Release Train applications. 
• Overseeing the end-to-end delivery of IT services in accordance with agreed-upon service level agreements and key performance indicators.
• Ensuring that IT services are delivered efficiently and effectively to support business processes and functions.
• Collaborate with Business Product Mangers to facilitate early prioritization for resolution of incident root causes and defects to improve the business service experience.
• Line management and work coordination for the Millennium Production Support team that supports the Policy Administration Solution, the New Business Acquisitions team       and the MS Access reporting solutions team. (Roughly 15 people).

Incident and Problem Management:

• Managing the lifecycle of incidents and problems, from identification and logging through to resolution and post-incident review.
• Minimizing the adverse impact of incidents and problems on the business and preventing the recurrence of incidents related to these errors.
• Ensure the timeous fixing of existing and newly found production errors.

Change Management:

• Overseeing the change management process to ensure that changes to IT services are assessed, approved, implemented, and reviewed in a controlled manner.
• Ensuring that all changes follow the necessary governance and compliance procedures.

Continuous Service Improvement:

• Identifying and implementing improvements to IT services and IT service management processes.
• Using metrics and feedback to guide improvements and measure the effectiveness of changes.

Stakeholder Management:

• Acting as a liaison between IT and business stakeholders to ensure that IT services meet business requirements.
• Communicating effectively with stakeholders about service disruptions, changes, and improvements.

Service Level Management:

• Negotiating, defining, and managing service level agreements with both internal and external service providers.
• Monitoring and reporting on service levels to ensure that required service quality is maintained.

IT Financial Management:

• Managing the budget for IT services, including cost control and financial planning.
• Ensuring that the cost of IT services is transparent and provides value to the business.

Vendor and Contract Management:

• Managing relationships with vendors and third-party service providers.
• Ensuring that contracts and service agreements are aligned with business needs and objectives.

Security:

• Collaborating with cybersecurity teams to ensure that services are secure and risks are managed effectively.

Management of IT General Controls:

• Risk Management and  Audit responses 
• Manage Server Critical Vulnerabilities
• User Access Management, Backup and Disaster Recovery
• Review / update IT Governance Controls that establish IT governance frameworks, policies and procedures to ensure IT systems and operations are aligned with  organisation's strategic goals, risk appetite and regulatory requirements.

Qualification

• Matric
• Appropriate IT Post Matric 3-year qualification in Information Systems or Engineering.