Head Service Delivery

Technology Strategy & Innovation

• Lead the development, planning and implementation of a Service Delivery (for Service Desk, Problem, Incident, Change and Portfolio Oversight) strategy aligned to the Technology and Group strategy and Roadmap, including implementing new technology and ways of working into the landscape.
• Implement a customer (internal and external) and vendor management framework and engagement model for Technology.
• Set strategic objectives for implementing innovative solutions while optimizing existing systems, applications, and information.
• Investigate, develop, and drive the implementation of industry leading best practices to integrate systems and create a cohesive digital operations environment.
• Facilitate support services that enable business performance and revenue generation in support of the operational needs of the business
• Keep abreast of global best practices on technology delivery strategies to enable SBV to maintain an advanced position in delivering forward-thinking and commercially astute solutions.
• Benchmark global standards and re-align service delivery metrics in accordance with industry best practice

• Translate the Technology strategy into actionable plans to drive implementation across the company’s ecosystem, prioritizing industry best practice service delivery standards, data analytics and simplistic re-usable models
• Provide strategic insights into the Service Delivery roadmap planning, to implement relevant initiatives, making it visible to all value chain stakeholders.
• Lead the Business Engagement model and develop a clear understanding of the relationship between business requirements and service delivery outputs underpinned by customer value proposition
• Work in conjunction with the various business unit heads to build plans and ensure progress is made against strategic initiatives
• Translate the respective business strategies into actionable plans to drive implementation and optimization of Service Delivery solutions across the SBV ecosystem

• Support complex projects and initiatives and approve handover into production for the overall achievement of the business objectives, maintaining support throughout the product and services environment
• Review global best practices on technology strategies to assist in delivering quality and excellence through robust testing awareness and enablement
• Create a book of work based on future technologies to build and enhance existing and new solutions for end-users, incorporating the best global practice and methodologies encompassed by skills development
• Lead the development and implementation of automated and self-service initiatives across the organization applying a change management approach

• Accountable for overall technical implementation of solutions and applications within the Service Delivery landscape. This includes the ownership of Problem, Incident, vendor, Change and Portfolio management
• Provide the framework and drive implementation for reporting on technology performance with key insights and trends
• Drive continuous improvement and transition through strategic partnering to onboard new technology related services into the Technology Service Delivery offering
• Oversee the decommissioning of legacy systems and creating and transitioning to sustainable modules, applications, and platforms, based on best practices
• Manage a system or solution lifecycle to ensure scalability, extracting value from its functionality, and planning alternative options at the end of its lifespan
• Accountable for the monitoring and conducting of technical assessments of current state applications and provide recommendations for future state applications,…