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Service Delivery Manager

Old Mutual

Cape Town, Western Cape

on 2019/10/02

Market Related

Role Requirement Permanent

SalaryMarket Related

Work TypePermanent

Service Delivery Manager

Role overview

This role is responsible for delivery of a variety of IT services to support business objectives and is individually accountable for achieving results through others, over periods of 3 months to a year. The IT Manager's business portfolio is smaller than that of a Senior IT Manager. The successful candidate will form part of the Old Mutual Emerging Markets Capability Cluster IT Delivery.

The incumbent will be responsible for the management of the service delivery lifecycle within the Wealth IT delivery teams.

He/she will have to collaborate with business stakeholders and IT interfaces, to creating solutions that are synergistic to the Wealth platform. The incumbent will also apply subject matter expertise to identify, develop, and implement techniques to improve engagement productivity, increase efficiencies, mitigate risks, resolve issues, and optimize cost savings and efficiencies for each client.

Key Result Areas 

  • Accountable for the efficient operation of the area.
  • Provides thought leadership (operational and tactical focus) in areas of responsibility.
  • Manages various stakeholders in areas of responsibility.
  • Responsible for infrastructure management in areas of responsibility.
  • Responsible for change management around IT Implementations and upgrades
  • Responsible for clear and effective communication to team and business.
  • Provides technical consulting services where required.
  • Accountable for financial management in areas of responsibility.
  • Oversee Management and delivery of Projects.
  • Responsible for people management – includes talent management, change leadership.Ensures continuous service improvement.
  • Ensures systems security.
  • Responsible for aligning technology and technology support to business needs

  • Budget Control
    • Responsible for the financial management of the area, including budget setting and expense and income monitoring.
  • IT Solution Delivery Management
    • Actively demonstrate proactive resource planning and demand management capabilities.
      • Project gates - collaborate with the Business and Delivery partners to understand the business strategies and priorities and articulate the scope, business outcomes and targeted roles that will benefit from the investment. Collaborate with the Delivery and Business Partners to optimize the project schedule/scope.
      • User Acceptance Test - Engage as SME’s during the User Acceptance Test to validate the business requirements in the pre-production environment.
      • Change Management - Champion the change management plan by collaborating with business partners and IT to prepare for adoption and realize business value.
      • Team Effectiveness
      • Accountable for others' time, task and output quality.
      • Balances own priorities with directing and motivating others.
      • Creates a climate for optimal performance.
      • Guides and directs staff to achieve operational excellence standards.
      • Individually accountable for customer/client service delivery through efforts of a team.
      • Manage individual and team performance.
      • Plans and assigns work over the applicable period.
      • Selects potential staff to sustain customer/client service delivery.
    • Vendor & Contract Management
      • Manages the relationship between service providers and Old Mutual, including negotiations, contractualisation, service and support (SLAs).
      • Responsible for IT Contracts Management.

    Requirements: Skills, Qualifications

    • Matric, plus relevant 3 year degree/diploma qualification.
    • 5 – 7 years relevant IT work experience.
    • ITIL Certification essential
    • Must have 3-5 years management experience in an IT application environment.
    • Must have working knowledge of financial management.
    • Must have working knowledge of Project Management.
    • Building Customer and Partner Relationships - establishing and maturing relationships across multiple teams.
    • Confidence - Takes ownership of challenging situations that require engagement with stakeholders. Engages stakeholders to drive positive outcomes.
    • Keep abreast of best practice within the IT sector and must drive Innovation in the team
    • Investment business experience is advantageous
    • Must have SDLC (System Development Life Cycle) Knowledge and Experience
      • OR
    • Must have either Software Development or Business Analysis background
      • AND
    • Must have IT Demand Management and IT Delivery Management experience


    • Leading with influence
    • Innovation(Perspective)
    • Execution
    • Strategic
    • Personal Mastery (Learning)
    • Collaboration (Relating)
    • Customer First

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