Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.
What will you do?
This role will be responsible to manage the team responsible for End User Support at all our Major(Class A sites) and for End User Release Management for all End User Devices.
The role will also be responsible to drive continual service improvement programs, maintaining, and improving ongoing quality and Innovative services. This will include, but is not limited to, automation & self-service capabilities, end user training and skills upliftment and training of End User Support staff.
What will make you successful in this role?
- Provide end user computing support to BAU and Business Projects
- Coordinate improvement with service owners to identify optimization opportunities in the End User environment
- Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service and End User Support Services vision and strategy
- Management of End User SLAs for Major Sites
- Ensures quality assurance on all testing and maintenance carried out in the EUS environment
- Management of the EUS budget and project budget to ensure costs are contained and managed
- Ensure EUS policies are documented, understood, and complied to by all the EUS support teammembers
- Provide input to Development of a plan to optimize, standardize and automate services to reduce costsand provide a more agile service which aligned to Sanlams Digital Strategy
- Coordinate all audit requirements and documentation related to the EU & OS Communications
- Monthly interface meetings with all Businesses which will include reporting to the various Businesses interms of the overall EUS and SLA achievement
- Develop and communicate a consolidated risk register and a mechanism to provide feedback tomanagement and clients on mitigation and escalations
- Regularly report on progress of initiatives and service improvements to management
- Manage EUS SLAs and ensure that the necessary processes and controls are implemented andexecuted by internal SGT teams as well as external Service Providers if applicable
- Responsible for EUS&OS Release Management and Security Patching & Third-Party Patching ofendpoints
- Communicate quality improvement goals and vision and alignment with budgets
- Coordinate training and skills upliftment for the EUS Major Site Support staff
- Coordinate the relationship between vendors and the EUS resources
- Establish and communicate End User Service Escalation Matrix for Major Sites
- People management - This should include ensure efficient and ongoing training schedules for all EUS Support team members, management of BEE targets, key man dependencies and succession planning and critical skills shortages
- Drive and own the EUS Problem Management process and ensure representation in the SGT Problem Management Forum
- Compliance to all SGT Policies and Procedures applicable for the End User Support Staff
- Identify and implement continuous Service Improvement initiatives in the End User Service environment
- Ensure that the End User Support Model for Major Sites align with the requirements of the Sanlam End Users and Sanlams nWOW (new Way of Work)
Qualifications
- Matric
- Post matric qualification in the field of Computer science or IT Management preferred.
- ITIL Education and/or Certification (At least ITIL3) preferred
- A minimum of 10 years overall experience as End User Support Manager is preferred, with the last 3 insame or similar role
Incident and Problem Tracking
Compliance
Information Reporting
Computer Operations
Computer Installation
Personal Attributes
Interpersonal savvy - Contributing through others
Decision quality - Contributing through others
Action orientated - Contributing through others
Optimises work processes - Contributing through others
Build a successful career with us
Were all about building strong, lasting relationships with our employees. We know that you have hopes for your future your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its four business clusters Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office the group provides many opportunities for growth and development.
Core Competencies
Being resilient - Contributing through others
Collaborates - Contributing through others
Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Turnaround time
The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.
Our commitment to transformation
The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.
