IT Service Delivery Manager at Britam

Job description

Key Duties and Responsibilities

System uptime & Availability :

• Ensure quality IT service availability of 99.99%.
• Ensure all IT systems are fully redundant
• Ensure Business continuity planning and management
• In charge of monitoring, control and support service deliver ensuring strict adheance to established procedures
• Issues, Incident & Problem management:
• Respond to all unplanned and planned service interruptions
• Leading and supporting the Incident Management team and Proactive communication to Management Team on issue progres and ressolution.
• Ensure SLA of 100% on all Service Requests.
• Efficiently and effectively work with the external and internal technical teams to ensure efficient resolution of all system issues and incidents.
• Ensure that issues with existing functionality are analysed, reported to support and development team and managed to resolution through laid down processes and procedures
• Develop controls to mitigate the risks when delivery of fix is not visible.
• Communicate clearly escalation process and matrics to the stake holders
• Work with PR & communications team to document guidelines for communicating with stakeholder and ensure the guidelines are followedCrisis Management team (CMT):
• Crisis Management Team (CMT)
• Constitute an all inclusive CMT responsible of managing crisis
• Lead & chair the CMT
• Develop and implement PnPs to guide the CMT
• Work with PR & communications team to document he guidelines for communicating with stakeholder and enforce the guidelines.
• Change Management
  • Work closely with development, production and projects and IT operations acceptance testing – ensure new systems & products meet set business performance and operational standards.
  • Supporting end to ends tests for all products , new/enhanced functionality in development stage prior to implementation and post launch implementation reviews to ensure set business and operational standards are met
  • Provide product support to Customer Care, Operations, Finance and other internal Sections on functionality issues.
  • Leading and supporting change management and proactive communication to management team till change is completed.
  • Actively participate in all go-to-market phase during product launch & changes to identify IT Operational risk to business.
  • Represent the team in technical/functional meetings with 3rd party and ensure the 3rd party integration to systems meets Equity group standards;
  • Define requirements for implementation to meet specific IT operations needs and liaise with the technical team to ensure correct implementation;
    Follow up the approval of any system changes in liaison with all stake holders and ensure communication to both executive and stakeholder
• IT Operation process improvements
  • Be the IT ambassador working closely with the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Set customer satisfaction goals on customer experience and cosntantly improve the same based on feedback from customers.
  • Continuous review of processes and procedures to ensure they are adequate, functional and conform to ISO Standards and to current and new business rules.
  • Active support and contribution to the bank products roadmap, follow up on implementation of roadmap items & ensure timelines are met as per the plan;
  • Identify new opportunities for system improvements, documentation of the same and final delivery
  • Identify & implement local changes for process improvement, in liaison with internal stakeholders from technical and other departments.
  • Deploy innovative technology that increases customer/client delight
  • Impact assessment of process gaps and identify improvement measure
• Demand Forecasting and planning
  • Analyse system capacity and performance trends and identify areas of improvement to minimize business risks
  • Give inputs in the forecast /budget reviews
  • Deliver agreed margin improvement targets and decipher a plan against meeting and monitoring the target outcome
  • Oversee platform issues to ensure input for capacity planning responses’ are within SLA
  • Weekly meeting with Contact Centre & Customer service team to review call trends to identify areas of improvement and act on feedback
  • Develop controls and monitor them to minimize the business risks.
  • Identify the call contributors and work around the same to reduce them.
  • Work closely with CM and branches to support their call reduction initiative
  • Champion continuous improvement of the platform together with IT/Tech and all other teams.
• People Management
  • Lead and support in training & Knowledge transfer to IT EBSS team
  • Manage the performance of staff in the department by defining performance indicators, assign tasks, and define goals and objectives for the staff development;
  • Manage and grow talent within the department.

Reporting

• Provide weekly performance report for management
• Delivery & reporting of all KPI’s immediate manager

Essential Knowledge

• Ability to execute the above skills with a passion for service improvement
• Excellent understanding of customer Service and experience delivery in ICT services.
• Experienced Service Management professional
• ITIL Qualified and an expert knowledge of ITIL disciplines
• Proven experience in leading a highly effective service delivery team
• Previous support in a large diverse environment of incident management, escalation procedures and all matters relating to service delivery.

Critical Competencies

• Excellent interpersonal skills
• Excellent and effective communications skills
• Excellent systems troubleshooting skills
• Excellent teamwork and organizational skills
• Ability to demonstrate a high degree of flexibility including shift and out of woking hours
• Excellent leadership and people management skills with willingness to mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to manage and prioritise and tasks and time efficiently and demonstrate proactive approach to daily tasks.

Education Qualifications

• University degree in Information technology or equivalent from a recognized university
• Relevant qualifications in customer experience/ service delivery
• ITIL Qualifications
• Minimum five years’ experience in a busy service delivery environment.
• Proven ability to plan and implement service delivery processes
• Highly effective and innovative in ways of improving customer experience