Job Title:
Head Business Service Portfolio
Job Purpose:
Our client is seeking a Head: Business Service Portfolio reporting to the Divisional CIO and responsible for the end-to-end technology-enabled service portfolio supporting COID, Statutory Insurance, and AIT Administration. The role acts as the primary interface between business leadership and IT delivery teams, ensuring effective prioritisation, governance, and value realisation across all technology-enabled initiatives.
Responsibilities:
Enterprise Business Service Portfolio Ownership
- Accountable for the strategic governance and executive oversight of end-to-end service portfolios for COID, SI, and AIT, ensuring alignment to enterprise priorities, statutory obligations, and Group CIO strategy.
- Portfolio strategy is approved and maintained at Exco/governance level in alignment with organisational objectives.
- Initiatives are prioritised based on strategic value, risk exposure, and regulatory impact.
- Maintains executive stakeholder confidence through transparency, strong governance, and effective decision-making.
Demand Management & Business–IT Alignment
- Provides executive governance for translating business demand into structured, prioritised service initiatives and investment decisions.
- Ensures a high proportion of business demand is assessed, prioritised, and allocated within approved governance timelines.
- Drives reduction in reactive or non-strategic work across enterprise service portfolios.
- Enhances business and executive satisfaction through clarity, predictability, and effective IT engagement.
Delivery Oversight & Value Realisation
- Provides enterprise-level oversight of service delivery, ensuring accountability for quality, timelines, and measurable benefits realisation.
- Ensures initiatives are delivered in line with approved scope, schedule, and budget.
- Tracks and ensures delivery of demonstrable business outcomes, including efficiency gains, compliance, and service improvements.
- Ensures benefits realisation is systematically tracked, reported, and assured post-implementation.
Service Assurance & Performance Management
- Ensures operational performance of business services, with accountability for availability, stability, and delivery in line with contracted SLAs.
- Maintains consistent service availability, stability, and performance.
- Ensures all SLA commitments are met.
- Manages service and performance escalations on behalf of business stakeholders.
- Conducts regular service reviews to ensure transparency, performance tracking, and alignment.
- Drives proactive problem management to minimise disruption and prevent recurrence.
- Leads continuous service improvement initiatives to enhance service quality.
Regulatory, Risk & Service Governance
- Acts as executive risk and compliance owner for all portfolio services, ensuring alignment with regulatory, audit, and statutory requirements.
- Ensures zero critical audit or regulatory findings attributable to portfolio services.
- Maintains compliance with statutory, regulatory, and data governance frameworks.
- Ensures effective identification, mitigation, and escalation of material operational and regulatory risks.
Stakeholder, Vendor & Partner Leadership
- Provides executive leadership of internal and external stakeholders to ensure alignment, accountability, and delivery performance.
- Ensures vendor and partner performance is delivered within agreed SLA and contract terms.
- Drives effective enterprise coordination across business units, IT, and external partners.
- Maintains positive stakeholder sentiment through strong engagement, alignment, and delivery outcomes.
Qualifications and Experience:
- Bachelor’s degree in Information Technology, Business Management, or a related field (NQF Level 7 or higher)
- 5–8 years’ experience in business service management, portfolio management, or IT/business relationship roles
- 5–10 years’ experience within insurance, statutory administration, or regulated financial services environments
- Strong exposure to governance, compliance, and audit-driven delivery environments
