Head Service Integration

About the role

FNB in Johannesburg is looking for a Head of Service Integration to lead and shape service integration within a major financial institution. The role ensures robust delivery of infrastructure services against strict service level agreements (SLAs) and maintains the stability, security and availability of Rand Merchant Bank's critical infrastructure environments by managing both outsourced partners and internal support teams.

Key responsibilities

• Analyse the existing services portfolio, then redefine criteria, priorities, strategy, processes and metrics to optimise service delivery, and evaluate the best locations and operational models for each service.
• Ensure SLAs are met and regularly updated to reflect evolving expectations.
• Oversee all infrastructure events, manage vendor relationships and contracts, and monitor them against SLAs and client expectations, acting quickly on remedial action.
• Optimise efficiency, minimise waste, ensure maximum uptime and improve usability.
• Manage services, components and configurations, keeping asset registers and configuration libraries up to date.
• Manage batch schedules and implement monitoring and backup strategies.
• Secure the budgets needed for operations and build, communicate, update and monitor a governance framework for infrastructure event management.
• Identify, mitigate and track risks, and report regularly on risk, security and operational performance to committees, business relationship managers and the Head of Infrastructure.

Required profile

• Relevant IT and/or business qualification.
• At least five years of experience in infrastructure management, including at least five years in a management capacity leading teams and strategic initiatives.
• Strong people management skills: performance management, recruitment, development, remuneration, career planning and on-the-job training of direct reports.

Required skills

• Enterprise infrastructure peripherals, LAN and WAN technologies, and "Build the Bank, Run the Bank" principles.
• IT protocols, IT configuration management and operating system management.
• IT governance, contract and SLA management, and information and cyber security operations.