This role at FNB in Johannesburg offers a significant opportunity to lead and shape service integration within a major financial institution. The core purpose of this position is to ensure the robust delivery of infrastructure services, meeting stringent service level agreements (SLAs) while continuously seeking improvements. You will be instrumental in maintaining the stability, security, and availability of RMB’s (Rand Merchant Bank) critical infrastructure environments by effectively managing both outsourced partners and internal support teams.

About the Role

The Head of Service Integration will play a pivotal part in the strategic direction of service integration. This involves a deep dive into the existing services portfolio to identify what is performing well and where enhancements are needed. Based on this analysis, you will be responsible for redefining criteria, priorities, strategy, processes, and metrics to optimise service delivery. A key aspect of this role is evaluating the most effective locations and operational models for running various services, ensuring their viability and seamless integration back into the business operations. Crucially, you will be tasked with ensuring that SLAs are not only met but also regularly updated to reflect and measure evolving expectations.

Your responsibilities will encompass a broad spectrum of operational and strategic management. You will oversee all infrastructure events, including the meticulous management of vendor relationships and contracts. A significant part of your day-to-day will involve monitoring and controlling these events against agreed-upon SLAs and client expectations, taking swift remedial action when necessary. Continuous optimisation of efficiencies will be a constant goal, aiming for seamless integration of different components to minimise waste, ensure maximum uptime, and enhance overall usability.

This role also requires a strong focus on operational controls. You will manage all services, components, and configurations, ensuring that asset registers and configuration libraries are consistently up-to-date. The successful management of batch schedules and the implementation of effective monitoring and back-up strategies are also within your purview. Furthermore, you will be responsible for motivating and securing the necessary budgets to support these operations and for creating and maintaining a comprehensive governance framework for infrastructure event management. This framework will need to be communicated, updated, and monitored for ongoing compliance.

Security and risk management are paramount. You will maintain a proactive awareness of potential risks and their consequences, ensuring that the infrastructure environment remains safe and secure at all times. This includes identifying, mitigating, and tracking risks diligently. Regular reporting on risk, security, and operational performance to relevant committees and providing detailed monthly reports to business relationship managers (BRMs) and the Head of Infrastructure are essential communication duties.

What They're Looking For

To excel in this position, you will need a relevant IT and/or business qualification, backed by a minimum of five years of experience in infrastructure management. Of particular importance is at least five years spent in a management capacity, demonstrating your ability to lead teams and strategic initiatives.

Key technical prerequisites include a strong understanding of enterprise infrastructure peripherals, LAN and WAN technologies, and a solid grasp of "Build the Bank, Run the Bank" principles. You should be proficient in IT protocols, IT configuration management, and operating system management. A sound understanding of IT governance, coupled with robust contract and SLA management skills, is essential. Furthermore, you will need to demonstrate a strong understanding of information and cyber security operations.

Beyond technical skills, the role demands excellent people management capabilities. You will be expected to take full responsibility for the performance management of your direct reports, focusing on recruitment, development, performance reviews, remuneration, career path planning, and on-the-job training. Motivating, delegating, and empowering your team will be crucial for fostering creativity and initiative. Clearly defining performance expectations and supporting skill development are also key aspects of this leadership function.

This is a senior role within a prominent South African financial services group. Such positions typically command competitive remuneration packages, reflecting the level of responsibility and expertise required. Career progression can often lead to broader IT leadership roles within the organisation or the wider financial sector.

Qualifications and Experience

• Relevant IT and/or business qualification

Experience

• 5+ years’ infrastructure management experience with at least 5 years in a management role

Technical Pre-requisite

• Enterprise infrastructure peripherals
• LAN and WAN knowledge
• Build the Bank, Run the Bank understanding
• IT protocols
• IT configuration
• Operating system management knowledge
• Sound IT governance understanding
• Contract and SLA management skills
• Information and Cyber security operations

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Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.