55 Service Management jobs in South Africa

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Responsible for managing and controlling the resources required to deliver the contracted services to clients, by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes.

Business Analysis and Business Growth

• Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment.
• Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments
• Perform deep-dive analytics
• Develop and implement statistical models
• Support service Delivery with deep-dive customer analytics
• Translate business requirements into analytics & insight generating
• Effective management of Client device health and compliance matrix’s

SLM

• Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA.
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
• Responsible for identifying the need for corrective actions.
• Highlight trends in Incidents and requests logged
• Trending analysis on SLA achievements
• Analysis on technician efficiency
• Compliance reporting and trending for all Octane clients

Power BI

Microsoft Office

IT Terminology

Job Match

Analysing

Coping with pressures & setbacks

Deciding & Initiating Action

Presenting and Communicating information

Working with people

NQF 6: 3 year Degree/ Diploma/ National Diploma

OR NQF 4: Grade 12

3 years’ experience

OR

5 years’ experience if Grade 12

ITIL 3 or 4 will be advantageous

Span of Control 0

Level of Engagement Engagement will all levels within the organisation, internal and external to the business.

Drivers Licence and Reliable Vehicle - both required

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert:

Responsible for managing and controlling the resources required to deliver the contracted services to clients, by being fully aware of the status of all services provided to the client, as well as to initiate interaction with the client for scheduled reporting, proactive incident, problem and change alerting/reporting and service status changes.

Business Analysis and Business Growth

• Responsible for investigative work to seek effective business solutions and, organises their implementation through improvements in information systems, data management, processes/procedures, organisation and equipment.
• Enable & support Business needs by sourcing data from Data Warehouse, IT Teams, operational and other BI environments
• Perform deep-dive analytics
• Develop and implement statistical models
• Support service Delivery with deep-dive customer analytics
• Translate business requirements into analytics & insight generating
• Effective management of Client device health and compliance matrix’s

SLM

• Highlighting incident, process and customer request and coordination with technical team to ensure that quality services are delivered to the agreed SLA.
• Providing detailed performance or incident reports as per an agreed schedule in the SLAs (or on request).
• Responsible for identifying the need for corrective actions.
• Highlight trends in Incidents and requests logged
• Trending analysis on SLA achievements
• Analysis on technician efficiency
• Compliance reporting and trending for all Octane clients

Power BI

Microsoft Office

IT Terminology

Job Match

Analysing

Coping with pressures & setbacks

Deciding & Initiating Action

Presenting and Communicating information

Working with people

NQF 6: 3 year Degree/ Diploma/ National Diploma

OR NQF 4: Grade 12

3 years’ experience

OR

5 years’ experience if Grade 12

ITIL 3 or 4 will be advantageous

Span of Control 0

Level of Engagement Engagement will all levels within the organisation, internal and external to the business.

Drivers Licence and Reliable Vehicle - both required

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.

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.

About Apex Group

We are dedicated to driving positive change in financial services while fuelling the growth and ambitions of asset managers, allocators, financial institutions, and family offices. Established in Bermuda in 2003, the Group has continually disrupted the asset serving industry through our investment in innovation and talent. Today, we set the pace in asset servicing and stand out for our unique single-source solution and unified cross asset-class platform which supports the entire value chain, harnesses leading innovative technology, and benefits from cross-jurisdictional expertise delivered by a long-standing management team and over 13,000 highly integrated professionals.

We’re a people-powered business, and our people are full of ambition. Together, we’re inspired to lead the new era of data and tech enabled service. Bringing new products and services to market. Sharpening our client focus. Disrupting the market to exceed expectations. Innovating across a range of specialisms. With our focus on making a difference to our people, our planet and our society, you’ll experience more here than you would at most other companies.

Prepare to accelerate.

We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster.

Positive change starts with you.

We’re a people-powered business with a vision to inspire a new era of service-led FinTech. We’re expanding globally and offering more to our clients. This means you get more opportunities to grow with us. So prepare to accelerate. We’ll make sure the time and effort you put in takes you further, faster.

The journey is yours to own.

When you stretch yourself, you grow. We want you to explore ways of working that will see you thrive as part of something bigger. We’ll help you with a solid structure, challenging projects, vibrant networks, supportive colleagues and approachable leaders. All the things you need to own your unique journey.

Service Delivery Manager - MSS

Title: Service Delivery Manager

Location: Johannesburg, hybrid

Job type: Full-Time Permanent

Salary: Negotiable / DOE

About Us

Integrity360 is the largest independent cyber security provider in Europe, with a growing international presence spanning the UK, Ireland, mainland Europe, Africa and the Caribbean. With over 700 employees, across 12 locations, and six Security Operations Centres (SOCs)—including locations in Dublin, Sofia, Stockholm, Madrid, Naples and Cape Town—we support more than 2,500 clients across a wide range of industries.

Over 80% of our team are technical experts, focused on helping clients proactively identify, protect, detect and respond to threats in an ever-evolving cyber landscape. Our security-first approach positions cyber resilience as a business enabler, empowering organisations to operate with confidence.

At Integrity360, people come first. We invest heavily in learning, development and progression, fostering a dynamic culture where innovation, collaboration and continuous growth are at the heart of what we do. If you're ready to take your cyber security career to the next level, we’d love to hear from you.

Job Role / Responsibilities

As the Service Delivery Manager, you will be responsible for driving service excellence & ensuring the highest level of performance is delivered to our clients. You will have responsibility for delivering multiple services to a key client in the form of Managed Security Services & infrastructure support agreements.

You will have sole responsibility for Service Level Management & will be expected to provide focus for contractual SLA management, customer satisfaction & continuous service improvement initiatives with this high profile client. You will be accountable for all aspects of incident, problem & change control, driving service stability & acting as a key escalation point for all major incidents & issues. You will be a strong change advocate & have familiarity with ITIL Service Management best practice. You will be expected to manage & sponsor multiple internal projects delivering key enhancements & improvements to the business for the customer.

Primary Duties/Responsibilities include:

• Managing all aspects of Service Delivery ensuring adherence to critical SLAs at all times
• Relationship Management between all business functions & customers alike
• Provide expert management to support complicated, high profile customer issues, managing the incident right through to root cause identification, in line with the ITIL framework
• Ability to manage Internal Enhancement projects & identify improvement opportunities
• Manage a Continuous Service Improvement Process constantly striving for Service Excellence
• Conduct or participate in service reviews
• Participate in new process design and own the transition to operations
• Excellent documentation skills. Maintain documentation repository in line with ISO 2000 framework
• Stakeholder management with both internal and external customers
• Excellent communication and written skills
• Project lifecycle experience and understanding
• Escalation and Dispute resolution management, potentially owning the resolution sourcing process where necessary
• Service Reporting on a Weekly basis or as necessary
• SLA & KPI writing, reporting and development

Desired Skills

• Minimum 3-5 years working in a similar Service Delivery Management position
• Experience in Client Facing roles with reporting & presentation requirements
• Experience in a Managed Services & Helpdesk environment
• Previous IT Infrastructure Management Experience Desirable
• A good understanding of technical security environments
• Proven responsibility in all phases of project delivery within tight deadlines under pressure from external clients
• Experience with ISO 9001 / 27001 & 2000 Certifications & Requirements
• Excellent interpersonal and communication skills both verbal and written
• Fluent English speaker
• Aptitude for solving problems and acting on own initiative
• A strong team player with a flexible approach
• Highly motivated with a willingness to learn & drive that motivation within the team
• Can demonstrate consistency in their work attitude
• Strong analytical skills, logical and structured in approach
• Proactive and energetic in the work situation, seeking to get things done and at deal with a variety of tasks
• Ability to create a positive and innovative, engaging working environment

Certifications/Qualifications

• ITIL Qualified to Foundation level minimum
• Educated to Degree Level desirable
• Technical Qualification in the IT Infrastructure or security fields are desirable

Join to apply for the Service Delivery Manager role at FNZ .

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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 priorities to achieve commercial outcomes for clients, both internally and externally.

• Title: Service Delivery Manager
• Location: Johannesburg
• Role Type: Full-time Permanent
• Reports To: Head of Service Delivery South Africa

• Understand client businesses and strategic intent to drive revenue and support sales and product teams.
• Conduct service reviews, manage issue escalation, oversee SLA/KPI delivery, and ensure contractual compliance.
• Collaborate with Asset Services & Delivery, PMO, Sales, and Support teams for high-level client support.

Strategy formulation, leadership, and service delivery management, including identifying commercial opportunities, building relationships, leading teams, and ensuring high customer satisfaction.

• Strong account management and service delivery experience within Financial Services.
• Ability to handle high-pressure situations and own responsibilities impacting customer outcomes.

FNZ is committed to opening up wealth management, providing a global platform that integrates technology with operations, supporting over 650 financial institutions and 12,000 wealth managers.

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.

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

Strategy formulation and implementation

• 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; and
• 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.

Leadership

• 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.

Managing Service Delivery

• 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 there 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.

Service Manager • Johannesburg, South Africa

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The Service Delivery Specialist will play a critical role in supporting the business by overseeing the delivery of internal and external technology solutions. This role focuses on optimising project delivery, continuously improving processes, and managing relationships with key stakeholders, partners, and teams, external technology solutions, with a business development focus. The Service Delivery Specialist will ensure that technology-driven operations are aligned with the company’s strategic goals within business development and can meet evolving business demands.

Essential Functions And Basic Duties

• Technology Infrastructure Management: Ensure that IT systems, infrastructure, and data are available and effectively managed to support the evolving needs of the business.
• Continuous System Improvement: Oversee the maintenance, upgrades, and monitoring of all technology systems to maintain optimal performance and security.
• Service Desk Management: Lead the ongoing improvement of the Service function, ensuring SLAs with solution partners are met and exceeded.
• Adopt New Technologies: Collaborate with IT teams to evaluate and integrate new technologies that support business growth and operational efficiency.
• Feedback and Quality Management: Gather customer feedback, identify areas of improvement, and implement enhanced processes to drive service quality and customer satisfaction.
  
  

• Client Relationships: Build and maintain strong relationships with clients and stakeholders, understanding their requirements, managing expectations, and ensuring satisfaction through effective service delivery.
• Communication & Reporting: Keep stakeholders well-informed with regular communication on project progress, setbacks, and milestones.
• Vendor and Partner Management: Manage multiple vendors to ensure alignment with business and technical objectives, including monitoring and reporting on service levels and performance.
  
  

• Project Coordination: Oversee multiple projects simultaneously, ensuring resource allocation, timelines, and deliverables are aligned with business objectives.
• Development of Business Requirements: Collaborate with product and technical teams to develop business requirements that support new product development across multiple technology partners.
• Integration and Collaboration: Ensure robust integration plans are in place and work closely with ICT and application development teams to deliver effective solutions.
• Service Improvement: Implement continuous improvement initiatives, proactively identifying areas for process enhancements and driving operational efficiency.
  
  

• Critical Incident Management: Take ownership of critical incidents, ensuring effective communication between resolution parties and stakeholders, and conducting thorough post-incident reviews.
• SLA and Service Performance Monitoring: Conduct regular reviews of SLA performance, ensure adherence to service credits, and maintain thorough documentation of service-related incidents.
  
  

• Operational Oversight: Ensure high-performance levels for service-related processes, driving improvement activities where necessary.
• Problem-Solving: Analyse complex service delivery challenges, proposing effective solutions, and making quick decisions to resolve service issues.
• Service Optimisation: Continuously evaluate internal and third-party processes, driving service delivery optimisation and efficiency
• Best Practices: Embed industry best practices into daily operations and service management processes, consistently seeking ways to elevate service delivery standards.