OM Bank - Head: Service Management

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Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

The Head of Service Management is a process-driven role that brings together the technology run environment for OM Bank. This role is responsible for leading a team of professionals in all operational aspects of service management to ensure Olympus’s services are delivered across our partner ecosystem.

The Head of service management will play a key role in formulating, executing and monitoring key processes that shape how we deliver our across Project Olympus with our partners that enable an amazing customer experience.

KEY RESULT AREAS

• Build and cultivate a high-performing service delivery team
• Measure and evaluate progress against service delivery goals and contractual obligation through KPIs and timely and effective feedback
• Lead the process for reviewing and updating service delivery policies and procedures in line with regulatory and legislative compliance requirements
• Ensure effective delivery of service delivery initiatives within the budgetary constraints set by the organisation
• Prepare reports on service delivery, risk and incident management and operations as required (for the Executive, the Board, Funders etc).
• The coordination, facilitation and validation of all IT incidents, problems and changes related to Production and Disaster Recovery environments.
• Working with 1st, 2nd and 3rd line IT support teams, project managers and architecture teams to ensure the necessary controls and procedures are defined and executed particularly in the areas of incident, problem and change management
• Responsible for data quality and relevance, and management information reporting at all levels within the IT Service Delivery function
• Work with your engineering team and leads to produce accurate and relevant information to ensure monthly reporting is completed within contractual timescales.
• Participate in planning processes, project implementation meetings and the documentation & integration of service delivery and associated reporting
• Act as the single point of contact into the IT Service Delivery function
• Ensures that relevant governance structures are establish and ensures ongoing compliance with these frameworks On an ongoing basis works with internal audit, security, and risk to improve the governance framework and compliance
• Manage the internal escalation, communication and resolution of incidents and problems which affect the business and clients, works with business units to ensure external communications related to these incidents and problems is effective
• Creates and maintains processes, procedures and knowledge base documentation
• Works with the internal process re-engineering capability across the business to improving process time and quality.
• Manage service partners and suppliers in conjunction with contract documents
• Build solid relationships with the Partners, Service Operations, Tribe Leads, POs & other stakeholders through strong communication and regular meetings.
• Provide an escalation point for clients regarding service delivery matters.
• Develop and document service delivery strategies and operational plans in line with Project Olympus strategic goals
• Monitor emerging themes from feedback and complaints and ensure they’re responded to through continuous improvement.
• Leadership, People and Culture - Provide day-to-day leadership, mentoring and coaching for Senior Managers within service delivery
• Provide role clarity for all team members, set and document clear standards and ensure accountability for performance and results
• Participate in Support Services leadership group and related activities
• Ensure smooth and compliant operation of Service Delivery to as to optimize the Bank’s performance
• Monitor all audit reports; both by internal and external party, to ensure timely and accurate reporting
• Other responsibilities include maintaining, End User Computing, IT Service Catalogue and IT Asset management - Hardware & Licencing

ROLE REQUIREMENTS

• Matric
• Degree in Business Management or related.
• 5–10 years’ experience leading large teams and managing other managers
• Demonstrated experience in problem-solving, project management, change management, and creative resourcefulness.
• Outstanding interpersonal, communication, negotiation, and liaison skills and an ability to achieve success through influence.
• Demonstrated ability to identify and analyse service utilisation trends and support needs and recommend and evaluate innovative business plans and organizational strategies in response to those needs.
• A comprehensive knowledge of and commitment to mental health system safety, quality, risk management, improvement systems, and professional development.
• Demonstrated experience ensuring targets, KPI's, and budgets are achieved within identified timeframes and demonstrating solid business acumen.
• Experience development service strategy, annual plans, and reporting back to the executive and board.

Skills

Contract Administration, Contract Management, Data Compilation, Financial Acumen, Information Retrieval, Legal Communication, Negotiation, Network Optimization, Oral Communications, Report Review, Requirements Management, Supplier Management, User Experience (UX) Design

Competencies

Action Oriented

Business Insight

Collaborates

Communicates Effectively

Courage

Cultivates Innovation

Customer Focus

Decision Quality

Education

Closing Date

07 March 2026 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

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