Head of Colleague Enablement Engineering; CEE

Overview

Job Title - Head of Colleague Enablement Engineering (CEE)

Experience - 5+ Years

Job Purpose: This role is accountable for managing and advancing support of end user service requests and technologies. Implements operational best practices and continuous Service Management improvement. Ensures service levels are met and end-user satisfaction is achieved. Unlock additional colleague value to the Group by equipping work forces with fit-for purpose enablement tools and support functionality. Enable more holistic management and delivery of all Colleague associated technology across the organisation as well as driving the future strategy of the end user estate.

• Leadership, vision and influence over the strategic direction of the CEE services.
• Delivery / total accountability of the CEE technical infrastructure and operational services to agreed levels, quality and cost to the organization
• Manage changes impacting the team and organization, effectively minimizing risk and exposure
• Stay abreast of industry and operational trends and role players and ensure that the department is well positioned to provide competitive and industry leading services.
• Take steps to ensure sound HR practices and adherence to Group policies and standards within the business unit/function.
• Development, Equality and Diversity, Disciplinary and Grievance in respect staff of staff line managed.
• Review and update the department’s organization structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member
• Determine and analyze development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Increase revenue potential for the business by effectively managing service levels of critical applications
• Implement actions resulting from formalized service reviews (including questionnaires, production reporting, loss event reporting, etc.).
• Adhere to and chair governance structures and frameworks to ensure effective customer management including actively participating in all internal client reviews from a service perspective.
• Where applicable, and within control, external vendors also need to be effectively managed
• Work with Technology Offices, business stakeholders and engineering teams to map out demand forecasts and manage delivery.
• Sign off capital expenditure within budget. This includes approving purchase or sell decisions for desktop computers, laptops, departmental equipment etc.
• Manage departmental budgets including signing off of invoices and quotes within mandate. Escalate out of budgets items to the relevant parties for approval
• Has a wide network within the organization and shows integrity while addressing challenging situations; experienced at implementing or managing function-wide risk management processes and tools.
• Owns and manages the CEE budget. Manage with budgeting software tools, can explain variances and make adjustments; experienced at sizing workload and resources in multi-areas projects; proven experience in commercial negotiation with external suppliers and customers
• Actively identifies and mitigates risks while weighting the pros and cons of various risk management models.

• Education:

• Bachelors Degree in Information Technology or related [NQF8]

• At least 5 - 10 years within an end user environment in a financial services organisation.
• Extensive experience in contributing to and implementing long-term strategies, collaborating and promoting integration across value chains, dealing with external stakeholders, driving human centricity, and leading a senior team is essential.
• Knowledge of end user related concepts and experience

• Sound business acumen and judgement and awareness of developments in the marketplace (economic, socio-political, technological and regulatory) considering revenue, risk and cost implications in deploying leadership and learning processes and practices
• Strategic thinking – ability to consider issues broadly and develop strategies to achieve critical outcomes
• Ability to influence and empower the…