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Division Summary Global Production Services (GPS) forms part of the banks Technology Function, providing core technology infrastructure products and services to the banks global platform. The department is responsible for the provision of production services across the banks key technology systems and processes, service and support framework, architecture and planning, as well as key operational security controls. The GPS department is made up of 2 key areas, Production Services and Delivery Services covering the following core functions; Production Services:
Service Management (Service Delivery & Service Operations)
Infrastructure Operations (Infrastructure Operations & Service Assurance)
Application Management - IT for IT & HR (Application Support & Development)
Service Management comprises the banks technology service delivery & service operations function and core technology control framework. A global function responsible for the ITIL framework, service management, Outsourced service management and 1st line operational support. Full accountability for the global Service Management function, operational management and strategy that enables the global markets business and all supporting functions to deliver products and services to its international marketplace, as well as all business support functions. This position is responsible for the functional leadership and vision setting, operating model and all core processes/policy frameworks attributed to Service Management, including multiple governance committee's and risk/control ownership. The responsibilities also include the direct provision of IT support services to all ICBC stakeholders, both internal and external, as well as management information reporting.
Operational Management of the Service Delivery & Service Operations function - creating a long term strategic plan for the organisations technology platforms and governance
Own, maintain and develop the operating model for Service Management, in alignment with the overall Technology function, whilst driving operational efficiencies & alignment with ICBC HQ processes & standards.
Oversee all staff within the function globally, ensuring appropriate resourcing and organisational structures are in place, remuneration, skills matrix and training and performance management
Stakeholder management for key relationships across the business, support functions, clients and external suppliers
Translate and prioritise the business strategy/mandate into direct performance measures and programmes of work
Ensure stability across the banks technology platforms to support business activity, providing full service assurance and reporting for all products and services ensuring scalability and delivery
Key management reporting/KRI measurement for the technology function
Responsible for maturing the organisations IT Service management & supplier management frameworks, for all services delivered to ICBC Standard Bank, including internal and external, plus MSA framework.
Ensure the banks core control frameworks are adhered to, risk and control management, security and regulatory reporting
Ensure all regulatory requirements, controls and practises are met and adhered too - providing reporting and notification where necessary for notifications, breaches and audits
To reduce operational risk, ensuring appropriate management and reporting of all risk items
To ensure all Technology processes and policies are current, reviewed frequently and communicated
Financial Management - responsible for the Service Management operating budget/expenses and support on all required change/investment initiatives
To drive efficiencies in the banks budget and ongoing cost base, ensuring return on investment for all related investment
Contract/Vendor Management - Management of all 3 rd party vendors/services supplying technology services
Own the Business Continuity Process for Technology and crisis Management; resident of the Silver team as part of the banks Crisis Management Team representing Technology
Build and maintain relationships with the key functional business heads, regional heads, front office and all support functions
Develop and manage the services delivered to Standard Bank Group and its sub-entities as per the Master Services Agreement. Provide reporting and for services delivered and received
Promote collaboration across the banks shared functions, driving service excellence, customer service and client management
Deliver customer service to the banks internal and external client base, including external facing platforms
Ensure full market analysis to ensure services are 'fit for purpose'; market related and adopt industry best practice where applicable.
Provide Operational ownership and support to the technology functions core 'IT for IT' applications and associated roadmap, including vendor provision and support.
Manage / Member of following committee'
ICBC Standard Bank Incident Management team
Crisis Management Team, Silver member
Technology Management Committee - Standing member
GPS Management Committee
IT Risk and Control Committee (member)
BRCF - Technology Representation
OSC - Technology representative for Technology Services
Proactively seek out feedback from clients/customers and measure satisfaction
Develop new customer offerings, improving productivity and improving client delivery
Provide relevant reporting for ICBCS Govco team to action, providing recommendations
Ensure client/customer expectations are acknowledged and understood
Partner with the business functions to enable their respective business plans and requirements
Lead the Service Management function, driving strategy and communication for the function for all its staff, key stakeholders and customers
Ensure the relevant level of resource management, performance management, remuneration and development
Delegate, empower and hold staff accountable for delivering customer service and delivery
Identify, motivate and provide development to key staff/talent
Provide coaching/mentoring to key staff
Drive the Service Management portfolio of work, approve and manage key portfolios of work ensuring timely delivery of the change portfolio
Assist and Influence the Technology portfolio of work in alignment with the CIO, driving optimisation and architecture plans for the banks platforms
Ensure production stability across all IT platforms
Ensure adherence to all group standards / policies and control frameworks
Ensure the function manages its delivery to budget, within management expectations
Safeguard the integrity and reputation of ICBC Standard Bank by ensuring the organisation and technology function operates within its regulatory, legal and risk frameworks
Ensure all IT personnel adhere to the banks control, conduct and cultural policies and frameworks
Ensure with all global regulators and country laws
Preferred Qualifications and Experience
Proven track record leading a technology function with deep knowledge of service Management
Broad understanding of technology, application architecture and development