End User & Output Services Manager

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Date: 31-Dec-2021

Location: Bellville, Western Cape, South Africa

Company: Sanlam Group

Who are we?

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 and multiple outsource vendors to deliver a service centric end user capability.
The role will also be responsible:

  • for the computing and output services to the Sanlam clients.
  • 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, skills upliftment, design approvals, quality control of all testing and lab\dev work (automation\images) done within this service.

What will make you successful in this role?

  • Provide end user computing and output support to BAU and Business Projects
  • Coordinate improvement with service owners to identify optimization opportunities
  • Define key performance indicators (KPIs) for the End User Support (EUS) staff aligned with the Head of Service Desk and Service Management vision and strategy.
  • Manage device refresh in line with Sanlam policies and schedules
  • Ensures quality assurance on all testing and maintenance carried out in the EUS and Output Devices.
  • Creation and management of the EU&OS BAU budget and project budget to ensure costs are contained and managed.
  • Ensure EU&OS policies are documented, understood, and approved
  • Development of a plan to optimize, standardize and automate services to reduce costs and provide a more agile service
  • Coordinate all audit requirements and documentation related to the EU&OS Communications
  • Regularly interface meetings with Business and feedback into GTI management and related forums
  • Develop and communicate a consolidated risk register and a mechanism to provide feedback to management and clients on mitigation and escalations
  • Regularly report on progress of initiatives and service improvements to management
  • Manage
    • SLA’s with the various Service Providers
    • Service providers to contracted deliverables, volumes, and rates
  • Responsible for EU&OS Release Management and Security Patching & Third-Party Patching of endpoints
  • Communicate quality improvement goals and vision and alignment with budgets
  • Coordinate training and skills upliftment for the EU&OS staff
  • Coordinate the relationship between vendors and the EUS resources
  • Communicate people management matrix on an ongoing basis. This should include, training schedules, BEE targets, key man dependencies and succession planning and critical skills shortages.

 

Additional requirements:

  • Matric
  • Post matric qualification in the field of Computer science or IT Management preferred.
  • A minimum 10 years’ overall experience as End User Support Manager is preferred, with the last 3 in same or similar role.
  • Certification Requirements:
    • ITIL Education and/or Certification (At least ITIL3) preferred

Qualification and Experience

Degree or Diploma with 10 to 12 years related experience.

Knowledge and Skills

Information system delivery service
Project Oversight
Business Requirements definition
Risk management
Service Level Agreements and management

Personal Attributes

Organisational savvy - Contributing strategically
Manages complexity - Contributing strategically
Plans and aligns - Contributing strategically
Optimises work processes - Contributing strategically

Build a successful career with us

We’re 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

Cultivates innovation - Contributing strategically
Customer focus - Contributing strategically
Drives results - Contributing strategically
Collaborates - Contributing strategically
Being resilient - Contributing strategically

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. 

Closing date: 30 January 2022

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.