Job Description

PLEASE NOTE THIS IS A 12 MONTH CONTRACT

Hello Future IT Service Delivery Manager!

RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.

United by our proud heritage, strong ethics and philosophy of Traditional values. Innovative ideas, it’s the magic of our people and culture that sets us apart.

Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025 where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.


The IT Service Delivery Manager will oversee the delivery of high-quality IT services to RMB internal and external stakeholders. This role involves managing IT service delivery, ensuring service level agreements (SLAs) are met, and continuously improving service processes. The ideal candidate will have a strong background in IT service management, excellent leadership skills, strong stakeholder management and experience in the Financial Services sector.

PLEASE NOTE THIS IS A 12 MONTH CONTRACT 

Are you someone who can:

Partner with customers and provide innovative and stable technical infrastructure and front-end support services that enable all RMB employees to perform their roles smoothly and effectively.Oversee the delivery of outsourced infrastructure services to the SLAProvide world class technology user experienceEnsure correct processes are in placeEnsure escalation procedures are clear and followedAdhere to agreed team operating modelEnsure service requests are captured by 3rd party, Dimension Data, as per agreed operating model in CA Service DeskScope work for all major maintenance and project activitiesEnsure project and maintenance activities are scheduled prioritised and updated in the master planWork with the team to collectively coordinate and prioritise activitiesBuild and maintain professional working relationships with all stakeholders displaying excellent abilities to initiate dialogue listen advise influence and negotiate to achieve win win outcomesInitiate meetings with key stakeholders to track progress manage expectations and ensure stakeholders requirements are deliveredPreserve relationships despite airing conflicting views and seeks mutual gains when addressing conflictsAnticipate consequences and adapts problem solving based on continual feedbackAct speedily to resolve problems queries and complaintsAdapt communication styles to meet the needs of different audiencesObtain feedback regarding technological issues from usersCommunicate with stakeholders to identify possible solutions to current technological issues and anticipate future requirementsTrend and analyse data to identify problems in the environmentAdvise and action necessary steps to remediateReport back to stakeholders on trends and causes of technological issues on a weekly and monthly basisInitiate investigation into root causes of issues being experiencedProvide end to end management support and maintenance for all infrastructure frontend operationsKeep Service Catalogue up-to-dateBe alert to key projects which require implementationIdentify plan and prioritise tasksAllocate responsibilities and resources accordinglyDemonstrate pride in the organisations brand services and products by consistently delivering on the brands promiseFollow through to ensure that personal quality and productivity standards are consistently and accurately maintainedStay relevant and up to date with legislations and new developmentsMaintain a positive attitude and respond openly to feedbackHandle stress in ways that do not negatively impact othersPlan and manage own workflow anticipating obstacles juggling priorities and following through on objectives within agreed time frames and according to quality standardsTake ownership of personal career development leveraging formal and informal opportunitiesRead situations and organisational realitiesSet aside personal agenda for the greater goodAct in an ethical transparent and morally defensible manner including highlighting unethical practicesShare debate and communicate learningsFlag and debate issues constructivelyPromote a friendly cooperative climate

You will be an ideal candidate if you have:

Completed a relevant Degree5 years experience in IT service delivery management, preferably in the banking or financial services sectorProficiency in IT service management concepts and tools such as ServiceNowA strong understanding and application of ITIL framework and best practices.Strong Stakeholder Management skillsExperience with Infrastructure and Operations Knowledge of Infrastructure Concepts, Servers, Storage, Networks, Databases, Cloud.Understand software development lifecycle (SDLC) and agile methodologies.Experience with monitoring and performance management toolsKnowledge of cybersecurity principles and practices.Strong problem-solving and analytical skills.Excellent communication and interpersonal skills.Executive Reporting and Presentations skills

You will have access to:

Opportunities to network and collaborateChallenging WorkingOpportunities to innovate

We can be a match if you are:

Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough toObsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it

PLEASE NOTE THIS IS A 12 MONTH CONTRACT 

Are you interested to take the step? We look forward to engaging with you further. Apply now!

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Job Details

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

03/02/25

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.