Service Level and Process Management Analyst

Service Level and Process Management Analyst

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Remote Type: Hybrid

Location: Randburg

Time Type: Full time

Posted On: Posted Yesterday

Time Left to Apply: End Date: November 21, 2024 (3 days left to apply)

Job Requisition ID: R-15969326

Empowering Africa’s tomorrow, together…one story at a time.

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

Facilitate development and draft of internal Service Level Agreements (SLA). Perform analysis duties that support the design, implementation and management of technology-related Service Level Agreements (SLA) across the Group. Maintain the SLA Library. Document and maintain SLA and process-related documentation. Aid in measurements of technology services to business through development, configuration and analysis of metrics, analytics and reports. Participate in change management campaigns to enable organization-wide service levels improvements.

Key Accountabilities:

Service Level Agreement Design

1. Participate in the design process of service level related processes and frameworks for the enterprise performing administrative duties, research, and facilitation.
2. Draft agreements as requested by technology and business stakeholders.
3. Facilitate SLA negotiation and development and use of the SLA development process for the achievement of business outcomes.
4. Translate SLAs metrics into performance monitoring reports and dashboards.
5. Update and maintain the central repository responsible for housing SLA documents and keeping it up to date.
6. Research developments in technology and leading practices on service levels for technology and similar industries with the aim to drive a culture of continuous improvement across service delivery teams.
7. Perform general administrative tasks to enable the Service Level Management (SLM) team to meet its objectives.
8. Act as scrum master to business as usual (BAU) and project-based squads with Service Level Management deliverables.
9. Participate in defining the service catalogue for technology teams in the organisation.
10. Train technology teams in conducting service reviews and promote regular review of services aligned to the technology roadmap of the organisation.
11. Be an advocate of the SLA framework thus driving a culture of high performance, stability, resilience, and speedy recovery.
12. Work proactively and collaboratively with service delivery teams to measure the overall ‘service health’ across the organisation and consolidate the outcomes of this service health assessment into relevant business insights to enable decision making.
13. Drive the automation of IT service performance data delivery aligned to business requirements.
14. Routinely monitor technology service level performance across the organization and raise associated risks and remedial action.
15. Research global SLA Management practices and trends and continuously improve this capability across the organisation.

Service Level Process Design & Improvement

1. Support service reviews across the Service Delivery Management community & beyond (including enterprise-wide technical teams).
2. Participate in Incident, Problem and Change (IPC) Management audit and risk activities in collaboration with the Risk Partner and ensure adherence to audit guidelines and timelines.

Finance, Risk, Compliance & Governance

1. Show business and commercial impact of SLA management activity across the organisation (including opportunity costs).
2. Support risk, compliance & governance related activity for Service Delivery Management including pre-audit, during & post audit actions.
3. Support socialize group-wide Information Technology standards and practices and protect these from abuse.
4. Manage the effective documentation, handling, storage and retrieval of service delivery performance related information.
5. Support Information Technology undertakings with the aim to deliver them timely and within budget and SLA.

Education

Bachelor's Degree: Information Technology

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.

About Us

Truly African

We are a diversified standalone African financial services group, delivering an integrated set of products and services across personal and business banking, corporate and investment banking, wealth, investment management and insurance.

Absa Group Limited is listed on the JSE and is one of Africa’s largest diversified financial services groups with a presence in 12 countries across the continent and around 41,000 employees.

We own majority stakes in banks in Botswana, Ghana, Kenya, Mauritius, Mozambique, the Seychelles, South Africa, Tanzania (ABSA Bank in Tanzania and National Bank of Commerce), Uganda, and Zambia. We also have offices in China, Namibia, Nigeria, the United Kingdom and the United States of America, a Technology Hub in Prague, and insurance operations in Botswana, Kenya, Mozambique, South Africa, Tanzania and Zambia.