ICT Business Support & Service level management

Description

Pay Inc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to Pay Shap, Pay Inc provides the backbone that enables money to move safely across the economy.

At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind.

The primary objective of this role is to provide comprehensive business support to the Systems Operations and Management Division. This position is accountable for overseeing departmental outcomes and acts as a centralised point of contact that spans all IT Service Management (ITSM) departments and processes. The intention is to ensure alignment and uniform standards across the entire functional area, while also delivering essential support to the Head of the Division.

A core responsibility of this role is to coordinate and monitor the execution of operational activities in accordance with the division s current strategic objectives. This encompasses tasks such as planning, measurement, control, and reporting to guarantee operational effectiveness and efficiency.

The role is responsible for preparing monthly management reports and conducting trend analysis to inform decision-making. This includes supervising the documentation and accuracy of processes related to Incident Management, Change Management, Business Continuity and Resilience, Integrated Observability Platform Monitoring, and Command Centre Operations. Ensuring that these processes remain current and accurately documented is essential.

Addressing audit findings and compliance reporting in a timely and effective manner forms part of the remit. The role also involves managing service level agreements, ensuring that processes, automation initiatives, and dashboards are consistently updated and accurate. Process Automation and Efficiency Initiatives

Leading initiatives focused on process automation and operational efficiency is a key component of this position. The goal is to enhance overall performance and ensure that business support functions are continually optimised to meet strategic objectives.

• Internal and external customer
• Regulators

• Planning, Monitoring, Control, Reporting and Analysis
• Operational Performance Management reporting
• Operation OPEX and CAPEX budget preparation and monitoring
• Operations Cost Management
• Operational Process Standards Management
• Optimisation of Engagement Model
• Overall Operational Reporting and Insights
• Audit, Risk and Compliance
• Service Level Management Reporting to Management and the Board

• Manage Service Level Agreement (SLA) performance reporting to ensure high-quality work outputs across all relevant functions.
• Compile and maintain the annual SLA matrix and oversee the daily and monthly management of Service Level Objectives (SLOs) and SLA achievements in alignment with organisational health and corporate scorecards.
• Collaborate closely with the Command Centre and Product Managers to review performance to date and ensure the accuracy of SLA reporting achievements.
• Audit SLA automation processes and agree on the reported results with stakeholders.

• Conduct monthly SLA reviews with Product Managers to confirm any breaches and provide feedback.
• Measure, analyse, and improve team delivery capabilities by tracking and monitoring service delivery performance across all channels.
• Perform trend analysis based on observations and findings, offering recommendations as appropriate.
• Analyse metrics and reports to identify and resolve issues.

• Compile and distribute monthly management reports within agreed timelines.
• Report on strategic goals and progress against business plan and scorecard objectives.
• Create trend analyses, consolidated reports, and management…