Service Owner

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Job Summary

As part of the Service Management function, the Service Owner has the responsibility of ensuring that the service desk is operating efficiently and providing technology services to the different business units as per agreed Service Level agreements. This role is responsible for overseeing the work of Service Desk Agents, ensuring that all service tickets are accurately logged, categorized, and prioritized in the IT Service Management (ITSM) tool. This role ensures operational excellence, drives continuous improvement, and maintains alignment between IT services and business expectations.

The service owner will also be responsible for:
• Providing first-level support to end-users by responding to requests and incidents via the Absa Helpdesk Ticketing System(s).
• Accurately documenting, tracking, and resolving reported incidents/problems using defined processes, tools, and applications.
• Escalating unresolved or critical issues to the Team Leader in a timely manner.
• Following established procedures to meet operational service levels and performance standards.
• Participating in training sessions on helpdesk systems, troubleshooting techniques, and service delivery expectations.
• Maintaining awareness of queue volumes and prioritizes tasks to ensure timely resolution.
• Collaborating with internal teams and third-party suppliers to support service continuity and issue resolution.
• Adheres to quality assurance guidelines and contributes to continuous improvement initiatives.

Job Description

IT Managed Services Operations Management & Performance

• Manage IT Helpdesk Roster: Ensure daily scheduling provides adequate support coverage.

• Maintain a Safe & Productive Environment: Oversee workspace conditions within Absa premises to support team efficiency.

• Coordinate Tools & Logistics: Facilitate access to systems, tools, and resources needed for effective support operations.

• Administer Access Permissions: Regularly update and manage system/application access for Managed Services Supplier staff.

• Drive Process Improvements: Support initiatives aimed at enhancing operational resilience and efficiency.

• Participate in Incident Investigations: Assist in identifying root causes of service failures and document findings.

• Ensure Documentation Quality: Maintain accurate and up-to-date process guides, FAQs, and knowledge base materials.

• Prepare Reports & Dashboards: Collect and organize performance data for reporting and analysis.

• Monitor & Escalate Service Issues: Track service delivery metrics and escalate recurring issues to the Team Leader.

• Facilitate Stakeholder Communication: Act as a liaison between the Supplier team and internal departments, ensuring timely issue resolution and updates.

Service (Applications) Availability

• Provide Level 1 support for core business applications to ensure smooth operations.

• Assist in optimizing IT infrastructure availability to meet business and customer needs.

• Support the preparation and analysis of availability reports to monitor reliability and service levels.

• Contribute to holistic availability management, considering people, processes, and technology.

• Proactively identify and mitigate factors that could lead to service disruptions or reduced availability.

• Help detect availability shortfalls and support the implementation of corrective actions.

• Maintain and update forward-looking availability plans aligned with evolving service requirements.

• Participate in availability review and change control meetings to assess impact on service continuity.

• Provide insights and data to support SLA negotiations and performance reporting.

• Communicate service status updates and escalate issues to stakeholders during incidents or disruptions.

People Management & Performance

• Identify skill gaps and development requirements for supplier personnel and facilitate the execution of planned training programs.

• Encourage and empower supplier teams to take accountability for their roles while maintaining high levels of motivation and engagement.

• Oversee and delegate daily and weekly reporting responsibilities to supplier personnel, ensuring accuracy and timeliness.

• Performance Management: Define the KPIs and SLAs for the supplier personnel as well as the team and regularly monitor and measure performance against agreed KPIs.

• Manage Performance Issues: Report, escalate, and follow up on cases of poor performance to maintain service quality and compliance with standards.

• Recognize Achievements: Contribute to initiatives that acknowledge and reward supplier personnel for their efforts and accomplishments.

• Responsible for driving own Performance Development, discussing and agreeing challenging KPIs with line manager and ensuring regular check ins throughout the year

• Identify training and development requirements for personal growth that will benefit the business and formulating own plan to be agreed with team leader. 

• Responsible for ensuring own plans are completed within agreed timescales. 

• Undertake all necessary training in order to perform the role to the required standards, including gaining accreditation where appropriate.

• Undertake all necessary trainings in order to align to the strategic direction of ABML and Absa group and ensure effective IT support in line with new technologies

Training & Development

• Assist in delivering training programmes for new Supplier personnel and support ongoing upskilling initiatives.

• Facilitate role-playing exercises and parallel listening sessions as part of the training process.

• Support the delivery of Absa hard skills training, including mandatory courses, product knowledge, systems, and procedures.

• Assist in soft skills training covering Absa Behaviours and Values, Code of Ethics, Complaint Handling, and Customer Obsession.

• Coordinate Supplier soft skills sessions focused on communication, customer care, time management, and interpersonal skills.

• Maintain accurate records of all training sessions, certifications, and attendance.

• Monitor the progress and learning curve of new joiners and report gaps or concerns to the Team Leader.

• Provide feedback and suggestions to improve training content and delivery methods.

Risk Management

• Collaborate with the Country IT Risk and Governance team by providing relevant input and assistance.

• Assist in implementing governance and compliance measures to improve the Technology risk profile.

• Help execute plans aimed at achieving satisfactory audit and assurance outcomes

• Contribute to maintaining a robust control environment by supporting regular updates and testing of controls as per the technology policy and standards

• Ensure adherence to Bank policies and standards by the Supplier team and report any deviations.

• Raise incident or risk event reports when required and follow up on corrective actions.

• Assist in producing and validating daily control reports to ensure operational integrity.

Role/Person Specification

Preferred Education:

• Degree in Technology or suitable alternative.

• ITIL Foundation or Equivalent

Preferred Experience:

• Minimum 4 years of relevant experience in IT Helpdesk & Service Management environment preferable

• Proven experience in driving for results and achieving targets.

Knowledge & Skills:

• Excellent knowledge of Core Banking Applications and Digital & Customer Facing Channels

• IT Helpdesk & L1 technical support teams.

• Service quality & Process improvement.

Education

Further Education and Training Certificate (FETC): Physical, Mathematical, Computer and Life Sciences (Required)