Senior IT Services Manager at Nedbank Private Wealth South Africa

To draft; negotiate; agree and sign off SLAs; between Group Technology and Internal Business partners and to act as ongoing custodian of the SLAs overseeing the alignment and management of IT services through a process of definition; agreement; operation measurement and review and including monthly monitoring and reporting on operational performance against the SLAs requirements and instigate actions to address negative variances of performance in line with the agreed SLA.

Job Responsibilities

• Mandatory knowledge of stockbroking business and associated systems especially IRESS Private Wealth Management (PWM)
• End-to-end technical ownership of Stock Broking systems
• Management of SLA and issues across Digital, IT, internal providers and 3rd party vendors
• Achieve goals and objectives through understanding and embracing the Nedbank Vision and Values and by demonstrating the values through interaction with team and stakeholders.
• Improve personal capability and stay abreast of developments in field of expertise by identifying training courses and career progression for self through input and feedback from management.
• Ensure personal growth and enable effectiveness in performance of roles and responsibilities by completing all learning activities; experience practiced and certifications obtained and/or maintained within specified time frames.
•  Ensure knowledge management; continuity; team success and that information is provided in the correct way to stakeholders by sharing knowledge with team.
• Contribute to a culture conducive to the achievement of transformation goals by participating in Nedbank Culture building initiatives (e.g. staff surveys etc.).
• Support Nedbank efforts to create a great place to work and bank by participating in Nedbank corporate citizenship initiatives.
• Achieve business strategy (e.g. training/awareness on digital forensic examination to external parties on pro bono basis) by participating and supporting corporate social responsibility initiatives.
• Improve or enhance processes by identifying and recommending improvements to tools; policies and procedures adding value to Nedbank.
• Ensure and improve the quality of service provided by documenting current and future service level requirements for the customer.
• Report on services rendered and initiate corrective actions if required by conducting service performance reviews with customers.
• Ensure performance enhancement by conducting customer satisfaction surveys.
• Ensure that services are documented and measured according benchmarking standards through
• engage with internal Stakeholders.
• Ensure that all agreed services/ delivery targets; due dates and standards met through negotiating; updating and signing Service Level Agreements (SLA's) annually between Group Technology and Stakeholders.
• Improve the service offering by providing advise on potential gaps in the services rendered to Group Technology.
• Reflect the Group Technology (GT) services rendered to all Stakeholders by participating in the creation of service model; relevant governance process and frameworks.
• Initiate and finalise all items documented in the interim amendment schedule of the SLA's for inclusion of the next SLA negotiation and facilitation process with all Stakeholders.
• Mitigate potential risks by actioning escalated non conformance to Service Providers.
• Ensure quality service and positive audit results by adhering to Service Management processes; policies and standards.
• Reflect the level of IT Services provided by presenting MIS reports to stakeholders.
• Improve service rendered to the Stakeholders by identifying; initiating; facilitating and resolving work obstacles and actions effectively.

Key Requirements

• Information Technology Degree or equivalent
• Experience of the IRESS technology stack PWM, IPS, IOS, Graphite Trade order management
• Business experience in an investment management business, management experience
• 3-5 years customer service experience of which at least 2 years within the IT industry