51 IT Service Management jobs in South Africa

Hire Resolve is currently seeking a Business Analyst to join our client's team in Johannesburg. As a Business Analyst, you will play a crucial role in understanding and analyzing business needs, defining requirements, and facilitating effective communication between stakeholders and technical teams.

In this role, you will work closely with project managers, developers, and other key stakeholders to gather and document requirements, conduct gap analysis, and contribute to the successful delivery of projects. You will also be responsible for supporting the implementation of new systems or functionalities, conducting user training, and ensuring overall project success.

• Previous experience as a Business Analyst in a professional services environment
• Bachelor's degree in business, finance, and/or IT
• Project Management qualification
• 3+ years' experience involving business analysis, process mapping, or involvement in new system implementation
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Experience in gathering and documenting business requirements
• Agile project management experience (advantageous)
• Ability to work collaboratively with cross-functional teams
• Ability to analyze data using MS Excel or Power BI
• Knowledge of project management methodologies
• Proficiency in business analysis tools and software
• Working knowledge of the software development lifecycle

• Salary negotiable

Contact Hire Resolve for your next career-changing move:

• Our client offers a highly competitive salary based on experience.
• Apply today by contacting Chandre Cronje at Hire Resolve or on LinkedIn.
• Visit the Hire Resolve website: hireresolve.us or email your CV to

We will contact suitable candidates within 3 days. If not suitable, your CV will be kept on file for future opportunities.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

Job Description

Stakeholder Engagement and Communication:

• Champion transparent communication strategies to maintain awareness and buy-in across all levels of the Bank;
• Manage dependencies, risks, and issues across identified programmes to ensure strategic alignment, operational integrity and Test Environment Availability.
• Manage relationships with all support functions and business;
• Prepare and communicate leadership updates, provide status reports, pro-actively escalate issues as needed.

Change Management:

• Establish the correct structures to control the ongoing operational services, through the establishment of change controls and a Change Advisory Board within the test environments.
• Engage with senior executives and key stakeholders to ensure alignment and clarity on change initiatives and timings.
• Run the Test Environment Change Advisory Board and be able to make high-impact decisions
• Make informed decisions with the best interests of strategic programmes at the core.

Environmental Defect Resolution:

• Serve as the primary point of contact for Test Environment escalations.
• Manage and assist in resolution of environmental test defect escalations in a timely manner.
• Facilitate identification of root cause categories and identification of preventative initiatives.

Monitoring:

• Establish and mature the Test Environment Availability & Monitoring capabilities
• Implement measures to promote innovation within the Test Environment Portal.

Reporting & Communication:

• Conduct data preparation & analysis for the creation of Adhoc, weekly & monthly reporting.
• Implement continuous automation of reporting.
• Aid in the preparation of conceptual documentation for strategic initiatives.

• Minimum 2 - 5 years business change experience or experience leading a team through a period of rapid change
• Minimum 2 – 5 years experience within an IT Service Delivery Management role, with experience across multiple services and business units.
• Demonstrable track record of successful delivery of one or more business change projects (not necessarily in the finance sector)
• Relevant Formal (3-year) IT Degree or Post-grad qualification
• Relevant Cloud-Computing Certifications. (E.g. AWS Certified Practitioner.)

TECHNICAL SKILLS/COMPETENCIES

• Innovative problem solving – Strong analytical and problem-solving skills with the ability to challenge the status quo, negotiate and drive beneficial change.
• Experience of employing change management best practices and disciplines
• Agile ways of working – experience in working with cross-functional teams using Agile frameworks (e.g., Scrum), managing product backlogs, facilitating sprint planning, and ensuring timely delivery of digital solutions in a highly regulated environment.
• Digital skills - such as using project management software (e.g., Q-Metry, Jira), reporting dashboards (e.g., Power BI), and digital communication platforms (e.g., MS Teams).
• Planning – strong skill in producing, monitoring and delivering on project plans.
• Exposure to governance, control and risk management
• Proven ability to effectively work across cross cultural teams at all levels
• Ability to negotiate/influence at senior level

Competencies:

• Commercial / Entrepreneurial
• Results driven
• Relationship /Partnership approach
• Technical skills/knowledge
• Planning and Organising
• Team building/player
• Leadership
• Ability to work independently

Beneficial Skills

• Proven Change & Project Management skills and Certification, including agile ways of work.

Demonstrated experience in Systems analysis & design.

Education

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised

The Apex Group was established in Bermuda in 2003 and is now one of the world’s largest fund administration and middle office solutions providers.

Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion.

That’s why, at Apex Group, we will do more than simply ‘empower’ you. We will work to supercharge your unique skills and experience.

Take the lead and we’ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Job Description

Summary of the position

The Service Delivery Manager role entails the management and support functions related to the service delivery to clients. The Service Delivery Management department falls within the Fund Services business unit and is responsible for the provision of technical support to clients on all service delivery queries as well as systems user support.

The department is also responsible for the provision and support of all overnight and month-end reporting provided to clients.

The Service Delivery Manager is both Apex’s operational champion in the client environment and the client’s operational champion within the Apex environment.

This role is extremely varied and will be expected to manage a variety of enquiries and deliverables. The role is to ensure that all interactions with the client are handled in a timeous manner and with a quality of response that continually exceeds the client’s expectations.

The Service Delivery Team will consist of broad number of skillsets - with a varied skills and skill levels to ensure that all required functions and activity can be performed.

Outline of main duties and responsibilities

The Service Delivery Manager will be expected to:

• Managing client requests and open items specifically related to service delivery or existing Service Level Agreements through to resolution, in so doing actively project manage client requirements.
• Provide first line support to clients on operational and reporting matters and queries, including the investigation and resolution of queries with limited need for support from other operational departments.
• Provide first line support to clients on system related matters and queries, specifically Tube and Mainstream user support, including the investigation and resolution of queries with limited support from other operational departments.

• Investigating and resolving client, investor and internal queries efficiently and on a timely basis - issue resolution such as P&L calculations and incident review and monitoring.

• Analysis, documentation, testing and implementation of changes to business processes, business requirements, reporting, correspondence, tax certificates, SARS tax files and legislative changes (identifying risks, process inefficiencies and suggesting opportunities for automation);
• Monitoring to ensure the accurate delivery of investor correspondence, tax certificates.
• Ownership of Tax Services which includes the provision of DWT, IT3BC, FATCA CRS, SARS Submissions and Reconciliation
• The individual is responsible to ensure that tasks performed are executed efficiently, accurately and within deadlines;
• Configure, troubleshoot and maintain application systems;
• Support and manage the project and the on-boarding and migration of new clients
• Take full ownership of all client matters and queries through to resolution ensuring that escalated client queries are thoroughly investigated and resolved by Apex’s Operational teams;
• Implementing efficiencies through increased automation and synergies across the various products;
• Develop and foster a strong operational relationship with all clients, and provide operational guidance and training to clients as and when required;
• Manage the incident report process through to remediation, providing the findings to the relevant Fund Services departments to implement corrective actions;
• Manage and produce the monthly TA KPI client report packs and client billing;
• Maintain, with guidance from the Operational teams, the client SLA;
• Participate in cross-training and knowledge sharing within the department;
• Deliver high standards of service quality to external clients in accordance with agreed Service Level Agreements.

Skills and experience required

• A minimum of 4 years work experience in this sector,
• A relevant tertiary qualification would be advantageous;
• Knowledge of the applicable LISP and CIS legislative environment
• Excellent communication and client services skills (both written and verbal);
• Ability to work under pressure and meet deadlines;
• Strong business acumen with excellent numeracy and a logical and analytical approach;
• Strong technical knowledge of Apex’s Fund Admin functions and processes, and a good understanding of the upstream and downstream processes;
• The ability to design new processes and conceptualise and assist in the development of systems to support those processes;
• Specific knowledge and experience with the Oracle Flexcube and TCube administration system would be extremely advantageous
• Experience or qualification as a business or systems analyst role advantageous

Disclaimer : Unsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct souring model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers

Apply by :

We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1.To see what life at Capitec is all about and complete a short assessment, pleaseclick here!

2. Once you have completed the above finalize your application by clicking apply below.

We appoint energized and motivated people for their potential andcontinuously look fortalented, driven individuals to help us innovate and evolve.That is why we focus on finding the right people for the right jobs.We love what we do because we focus on making a positive difference for our clients and employees. Our company DNA is built around talented and committed teams dedicated to build a brand that we are proud ofand earns the trust of our clients.

We are a bank, but we’re much more than that.We believe that banking is about enabling people to controltheir financial lives through banking that is simplified, accessible, affordable, and delivered through a personalexperience. By helping our clients manage their financial lives better, we enable them to live better.

At Capitec, we offer our best by living up to our CEO values in every situation – we always put the Client first,act with Energy and take Ownership.And to support people in being their best, our Employee ValueProposition offers every value to all team members through cohesive teams, growth opportunities as wellas employee benefits and savings. We make it a priority to ensure that each member of the Capitec team feelswelcome, valued, focused, and has the opportunity to grow.

In this position, you will work as part of a team of 15 Service Delivery managers who oversee IT Service Delivery processes (Incident, Change, and Problem management) for the Production and Disaster Recovery environments. This role involves collaborating with 1st, 2nd, and 3rd line support teams, project managers, and architecture teams to ensure appropriate controls and procedures are established and maintained throughout the application lifecycle. When issues occur, you will be responsible for escalation, communication, and resolution, ensuring that the business remains informed and supported. This role includes overseeing governance, updating processes and documentation, and serving as the main contact for IT service delivery.

• At least 2-3 years’ relevant experience within a similar Service Delivery environment and role
• Proven experience in escalation process, incident management and problem solving
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure andTechnical environments
• Experience working in a regulated environment (ideally, Financial services)
• Experience with vendor management, reporting (reporting skills) and negotiations
• Understand and experience with ITIL implementation principles

• Grade 12 National Certificate / Vocational

• A relevant tertiary qualification
• Certification in ITIL Foundation

Minimum:

• General business operations
• A thorough understanding of IT Production, Operations, Banking, Call Centre and Infrastructure and Technical environments
• Previous experience as an Application or Infrastructure support specialist or as a developer
• Experience working in a regulated environment, ideally Financial services
• Experience with vendor management, reporting and negotiations
• ITIL implementation principles

Ideal:

• Banking knowledge
• Familiarity with industry regulatory requirements, specific to information security

• Clear criminal and credit record

Capitec is committed to diversity, applications to this position will strictly be considered in support of our employment equity goals.

Job Title

Service Delivery Manager

Location

Johannesburg

Nature of role

Full-time Permanent role

Reports to

Head of Service Delivery South Africa

Role Description

Reporting to the Head of Service Delivery, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management. The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients.

The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams.

Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance. This role would work closely with Asset Services & Delivery, PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery.

The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall regional priorities. This role will require a strong understanding of FNZ’s client offering, operational processes and support functions.

Specific Role Responsibilities

• Identifies and secures additional commercial opportunities with each customer within their remit;
• Positions FNZ as 'strategic adviser' to all customers within their remit and demonstrates this through regular access to strategic decision-makers, involvement in customer strategy sessions etc;
• Contributes to the formulation and refinement of the wider FNZ vision and strategy;
• Uses professional networks to assist the Sales team to identify and secure commercial opportunities with new customers;
• Maintains a very high degree of domain expertise and professional currency (regulation, market drivers, FNZ propositions and processes etc) and as such can arrive at a point of view and articulate it clearly and compellingly, in either an internal or customer facing context.

• Establishes exceptional working relationships within FNZ based on trust, loyalty, dependability and skill;
• Earns respect from colleagues, customers and other professional stakeholders;
• Is highly committed to FNZs enterprise-level and local goals and can articulate these clearly and compellingly;
• Leads by example, 'mucks-in' and assists other FNZ staff where necessary, sets clear direction, and sells benefits to gain commitment. Is accessible and approachable;
• Drives a commercial focus throughout the team. Has a clear and accurate understanding of the commercial situation of FNZ locally and regionally, can demonstrate this, and acts primarily to create long term value for FNZs shareholders;
• Drives a ‘change agent’ mentality - has an action bias and challenges the status quo where desirable outcomes can be achieved by doing things differently;
• Is vocal and opinionated with respect to decisions that impact customers within their remit. Speaks compellingly, and is influential in securing good customer outcomes and preventing bad ones;
• Always speaks 'truth to power', adheres to FNZs whistle-blowing policy and applicable legislation to ensure the appropriateness of all FNZ actions with respect to customers in their remit. Vocally pursues good ideas and defends against bad ones regardless of tenure and seniority within the organisation;
• Wishes to develop skills and experience, and demonstrates self-directed steps to achieve this;
• Takes a genuine interest in the development of more junior employees and goes out of their way to assist with this;
• Instils a sense of 'do or die' urgency as and where necessary, and achieves a commensurate work rate from relevant FNZ staff;
• Drives a service culture with a positive “can do” attitude.

• Maintains their customer satisfaction levels above an acceptable level (measurement criteria and target level to be agreed with Managing Director) at all times, subject to agreed variations for events beyond the SDMs control;
• Visits customers on-site monthly or as otherwise agreed;
• Demonstrates a proven ability to influence and lead the customer where necessary or desirable;
• Provides senior client management support including undertaking regular service reviews with clients identifying any areas of improvement required and discussing strategy and opportunities;
• Is aware of and conversant in all key service delivery metrics including SLA/KPI and contractual compliance. Produces or oversees production of these metrics where required;
• Successfully communicates account management priorities to internal stakeholders and works effectively with these stakeholders to deliver desired outcomes;
• Demonstrates detailed and nuanced understanding of customer organisations within remit, covering both hard (AuA, SLA/KPI, market share, market ambitions etc) and soft (relationships, tactical positioning, customer HR etc) measurements of customer satisfaction;
• De-facto manages the Production Support & Infrastructure and Client Support services teams to deliver exceptional client outcomes;
• Is an aggressive but realistic planner and tracks all appropriate activities against a plan. Can produce the plan and current status on request;

Experience required

• Strong account management/service delivery experience within Financial Services;
• Follows up colleagues where their work is important to a customer outcome;
• Demonstrates an ability to cope with protracted high pressure situations;
• Shows respect for colleagues, customers and other stakeholders and is respected by same;
• Owns everything impacting the customer, even when immediate responsibility for execution is delegated;
• Demonstrates high professional standards and a feeling of personal accountability for FNZs performance;
• Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach;
• Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate;
• Supports colleagues and takes pleasure in their achievements;
• Helps create a positive team culture within the immediate team and more broadly within FNZ;
• Engaging and approachable.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with over 650 financial institutions and 12,000 wealth managers, with US$1.5 trillion in assets under administration (AUA).

Together with our customers, we help over 20 million people from all wealth segments to invest in their future.

NSC Global is currently looking for a Service Delivery Manager to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with top enterprises, helping them become more agile, create commercial advantages, and build quality through design, deployment, support, and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with headquarters in London, UK. Please review our website at for more information.

Position : Service Delivery Manager

Job Type : EMEA Hours ONLY

This role is responsible for delivery excellence across support towers, customer relationship management, client care, and P&L responsibility. The candidate must build relationships through open and honest communication, provide comprehensive status reports to clients and leadership, ensure SLAs are met or exceeded, develop performance objectives, and manage financial forecasts to meet revenue and profit targets. The role also includes billing responsibilities and leading collective activities as necessary.

• Coordinate all resources of the tower, including offshore teams
• Orchestrate end-to-end services for involved towers
• Manage cooperation between towers to ensure the use of standard methods and tools
• Apply account-specific processes at relevant scopes
• Evaluate and manage service requests
• Drive completion of service acceptance, technical assurance, and handover processes; act as SPOC for escalations and major incidents
• Serve as the escalation point for tower-specific technical teams in service management processes
• Ensure Root Cause Analysis is performed for tower-specific services
• Raise problem records when issues are identified
• Request, assess, and present change requests in the CAB for approval
• Manage resources for change planning and execution, including testing, approval, and back-out plans
• Ensure asset management requirements are met within towers
• Plan CAP at the component level and coordinate with the manager

• College/University degree in IT or 5-7 years of equivalent experience
• Knowledge of portals, virtualization, applications, databases, or hardware
• Solution Architect experience (3-5 years), ITIL Foundations, Project Management
• CRM experience
• Experience in hardware and software migration (asset)
• Act as the single interface to all delivery towers
• Implement relevant policies and standards, including security compliance
• Manage operational tasks throughout the contract lifecycle
• Participate in or host service reviews and take appropriate actions
• Create or validate solution components for limited upselling within scope
• Understand client, contract, and business priorities
• Ensure processes are followed within towers