Standard Bank is hiring a Service Management Team Leader skilled in service delivery, IT service management, team leadership, incident resolution, and process optimization.
Job Description
To lead the Service Operations Centre (SOC) in ensuring the continuous availability, performance, and stability of enterprise IT services. The role drives operational excellence through effective incident, problem, and service management practices, enhances observability and monitoring capabilities, and ensures robust operational governance and reporting.
Working closely with internal stakeholders and external vendors, the incumbent fosters strong cross-functional collaboration, strengthens service resilience, and develops team capability to deliver reliable, secure, and customer-focused 24/7 IT operations.
Qualifications
Type
of Qualification: First Degree
Field of Study: Information Technology, Computer Science or related
field
ITIL
Foundation/Intermediate certification is preferred.
Experience Required
3-4 years
- Experience in IT operations/Service operations centre, with at least
1 year in a supervisory role.
- Proven track record in leading 24/7 Service Operations Centre,
ensuring the stability, availability, and reliability of enterprise IT
services.
- Understanding of the various IT disciplines and how they relate to
each other.
- Experience gained in analysing statistics and other data,
interpreting and evaluating results, and creating reports and
presentations for use by others.
- Skilled in monitoring and observability, leveraging tools such as
Prometheus, Instana, Grafana or equivalent platforms to maintain
transaction health dashboards and proactively detect anomalies across core
banking applications.
- Effective in vendor and cross-functional coordination, managing
relationships with infrastructure, cybersecurity, application support, and
third-party providers to resolve issues and maintain service quality.
- Experience in fast‑paced, mission‑critical environment, strong
background in banking systems operations, including core banking
platforms, payment gateways, transaction monitoring, and regulatory
compliance systems.
- Demonstrated ability to produce and manage operational reports and
metrics, including daily dashboards, SLA compliance reports, and executive
summaries for IT leadership.
- Strong background in governance and compliance, ensuring adherence
to ITIL frameworks, SLA/OLA commitments, and regulatory requirements
specific to financial institutions
Additional
Information
Behavioural
Competencies:
- Articulating Information
- Checking Things
- Documenting Facts
- Establishing Rapport
- Examining Information
- Following Procedures
- Interpreting Data
- Team Working
Technical
Competencies:
- Business Continuity and Disaster Recovery Planning
- Business Process Improvement
- Data Analysis
- Data Integrity
- Project Administration Skills
- Project Maintenance
How to Apply
