In the Service Manager role my Key Responsibilities include,o To ensure my services operate effectively and in line with their agreed Service Level Agreements (SLA’s)o To work with client stakeholders and service suppliers to enhance relationships that benefits service delivery and day to day service performance.o Involvement and active co ordination of technical and operational resources across various teams to both restore and maintain a live and stable service.o Close liaison with application and infrastructure support teams to ensure service improvements for my services are identified and addressed.

Responsibility includes,o IT Infrastructure Implementation• Identify available technical options and the opportunities which may arise from investment in the latest technologies/ solutions• Detailed technical and sourcing implementation plans• Developing an integrated procurement strategy to ensure accurate, timely and cost-effective procurement of IT infrastructure systems• Communicating and gaining buy-in to the design• Developing and maintaining a business case for the architecture, including the control of requirement changes with respect to costs, benefits and riskso IT Operations• IT service delivery across entire information infrastructure for MFT• To ensure uninterrupted product and service delivery involved in the process of developing the DR Strategyo Information Security• Monitor compliance with the Information Security policy throughout MFT and to develop procedures for effective security.• Advise on the allocation of information security responsibilities.• Contribute to the security aspects of the design of systems.• Develop and monitor a formal procedure for reporting information security incidents and investigations.• Contribute to the business continuity planning process.

Responsibility includes,• IT infrastructure operational excellence• Build key stakeholder satisfaction and deliver a consistently delightful IT & Innovation experience at every touch point• Productivity of IT & Innovation technology investments• Vendor coordination and Management• Process adherence, improvement and Information security

Responsibilities include,• Ensure Technology uptime• Monitor adherence to the SLA regularly• Upgrades, installs and troubleshoots servers, operating systems and system software.• Maintains inventory of equipment and parts as well as documentation of vendor activities.• Develop and document SOPs.• Coordinating with the business and other technology units in assessment of needs and validations. • Coordinating with vendors for enabling the implementations and support activities.• Management of data centre related activities.• Review Adherence to compliances on a regular basis• Create Security awareness• Conduct ISO 27001:2005 internal Audits