Manager Service Delivery

• 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.

• 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.

• 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.

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

• 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.)

• 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

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

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

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