Technology Support Manager - Houghton Estate, South Africa - SBV Services (Pty) Ltd.

SBV Services (Pty) Ltd.

Verified Company

Houghton Estate, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Technology Strategy & Innovation

Contribute to developing the Technology strategy by providing strategic input relating to ICT Support and Service Delivery.
Develop and implement an ICT Service Delivery Operating Model that aligns with the adoption of emerging best practices (e.g., automation and Artificial Intelligence (AI)) to embed and foster ICT change capabilities and customer experience.
Deliver an ICT Support Roadmap aligned with set budgets, resourcing requirements, market, industry, and business trends.
Recommend the sourcing of ICT solutions that are fit for purpose and architecturally sound.
Review ICT infrastructure against current and future business requirements, strategic goals, and development needs.
Research and actively seek robust ICT solutions and tools that drive proactive incident remediation and leverage AI for incident response.
Benchmark, perform trend analysis and make recommendations for capacity planning and improvement of the ICT infrastructure and systems in line with global markets.
Identify industry trends and emerging insights regarding product sets, service delivery models, and service desk components, and assess opportunities to improve ICT service management processes, execution, and efficiencies.

Planning and Organisation

Review and recommend integrated solutions to transform, optimise, and scale system support services based on data insights.
Implements the Service Desk tools, processes, and knowledge base in an effective and relevant manner that results in high adoption rates, positive feedback, and a pleasant experience for both users and team members.
Identify and enforce cost reduction measures through continuous improvement, innovation, and automation.

Execute Analysis & Design Activities

Analyse and assess strategies that leverage other emerging technologies to improve efficiency and effectiveness within the organisation.
Automate processes and use AI to conduct predictive analysis to analyse trends and patterns in the reliability and performance of technological systems.
Prepare motivations for business cases and oversee their implementation.

Technical implementation within own area

Manage daily service operations to ensure functionality, availability, and security of ICT systems, devices, and network infrastructure.
Using AI, create contextual and intelligent service delivery, and explore the use of chatbots, AIassisted data analysis, and intelligent automation to scale up the function.
Monitor the resolution of Business Unit requests within defined SLAs and ensure that all issues are documented and resolved on time.
Lead the adoption of best practices and frameworks for Incident Management, Service Request Management, Problem Management, Change Management, Software Asset Management, Availability Management, and Capacity Management.
Manage the lifecycle of ICT operations and infrastructure components and services, monitoring their use, benefits, and investments.
Drive Service Desk performance and review Service Level and Operations Metrics and KPI reports to determine and document service level and operational effectiveness.
Align capacity, resource allocation, and distribution to ensure performance meets defined and documented goals.
Drive critical incident and escalation processes and engage multiple stakeholders to expedite restoring system functionality.

Vendor Management

Define and maintain a comprehensive vendor management strategy and key goals and deliverables.
Negotiate vendor contracts and ensure SLA dependencies are addressed adequately in all contracts.
Conduct regular vendor analysis, benchmarking, and valueformoney reviews to ensure maximum output from vendors.
Drive collaboration between vendors and resolver groups for timely feedback and delivery against promised outputs and SLAs.
Assure vendor contract compliance and SLAs by ensuring effective engagements that drive service and value.
Assess vendor risk, manage ICT vendors, and ensure services procured meet operational requirements.

Customer Management

Engage with users, centres, and regional managers to review and discuss technology performance, issues, and expectations; and ensure customer demand is met with speed and quality.
Manage relationships with the Banks and maintain predefined levels of customer service and satisfaction in line with the SLA.
Monitor Business Unit and internal customer satisfaction and address gaps and challenges using the action register framework.
Establish a service excellence culture throughout ICT operations, Service Desk and Service Delivery.
Working with Engineering and Infrastructure teams, determine measures to resolve and prevent future problems and drive customer success by focusing on feature adoption and value realisation.

Business Partner Relationship Management