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Specialist: Service Delivery (Domain)

  • Gauteng
  • Salary: Market Related
  • Job Type: Permanent
  • Sectors: Banking Human Resources Telecommunications
  • Benefits: Medical Aid Pension Training
  • Reference: 142276
  • Employment Equity Position

Apply before Feb 24 2026 | 11 Days left

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Vacancy Details

Employer: Nedbank Head Office

Role Purpose

Provide Partner the HR product teams in the delivery of a wide range of routine administrative, office management, project management and complex operational responsibilities. These include but are not limited to:

  • Financial, Office and Team Administration
  • Product Specific Project Coordination and administration including e.g. product delivery documentation from scoping to execution
  • Procurement and Vendor Management
  • Team Communications

Customer (cross functional, (predominantly internal depending on functional area), query management and resolution.

Key Responsibilities

Service Delivery

  • Act as the point of contact and domain specific service delivery specialist for PO’s and their teams providing expertise and advisory on the successful, experience led, innovation in operationalising and commercialising products and services across the tiered service delivery framework
  • Identify and define business requirements and successfully Integrate the service delivery support teams (data, integration, Tier 0 & 1) to effectively service the domain specific area in the delivery of:
  • Service Design & Service Delivery
  • Service Monitoring, Operations and Performance Management Service Enablement
  • Data Enablement
  • Successfully translate the Product and Service Strategies into service delivery requirements and provide expert service delivery advisory to Product Owners to successfully operationalise and commercialise their products and services
  • Create deliberate, experience led, transformative (when needed) domain specific service designs aligned to the Product and Service visions and HR Transformation strategies
  • Transition the service delivery team from ‘order taking’ to ‘service delivery expert advisory and execution’ aligned to the HR and digital transformation agenda of the organisation
  • Successfully operationalise service designs through the effective coordination of the integrated service delivery teams. This includes but is not limited to:
  • Workforce journey design (in the tiered service delivery context e.g. Service Now Journey Design – e.g. operationalising new policies, implementing new services etc.)
  • Detailed processes design and documentation to bring the workforce journeys to life

Delivery Management

  • Work as a member of delivery & execution team/s to deliver priority service design and commercialisation
  • Provide service delivery subject matter expertise for various transformation and book of work initiatives
  • Work collaboratively within and across execution teams to define and advise on service delivery requirements
  • Provide service delivery reporting and insights aligned to various governance processes and practices
  • Align to and actively participate in agile working practices within the delivery execution teams you’re assigned to (e.g. retro’s, pi planning etc.)
  • Support the design and implementation of change & communications related to service delivery initiatives you’re involved in (change management for the product and service is the responsibility of the PO – however, Service delivery specialists ensure effective delivery of products and services in their domains of expertise e.g. new tools for Tier 1 reps etc.)
  • Deliver on time, on quality and on budget always

  People Management

  • Build capability, Coach & mentor service delivery managers and their teams on new service delivery requirements
  • Conduct peer reviews, testing, problem solving within and across the broader team.

Required Skills

  • Product Management: 5 to 6 years
  • Service Delivery: 5 to 6 years
  • Hr Domain: 5 to 6 years

Candidate Requirements

Experience and Qualifications

  • Relevant degree (or equivalent) in Human Resources Management, Customer Experience, Psychology, Operations and or Service Delivery
  • 5-8 Years experience in service design and delivery (cross tier)
  • Proven track record in service delivery, service optimization, service performance and service migration in the HR Domain
  • Proven track record in advisory, solutioning for HR products and services across Tier 0 and 2
  • Prove track record in product / service innovation, digital transformation of products and services (even if at contributor vs. leader level)

Technical Competencies

  • Service Delivery (direct servicing) across Tier 0 – 1
  • Service Enablement and Management (cross channel service mobilization, omni channel delivery (e.g. chat, other), service migration)
  • Service Design (cross channel, service design, automation, RPA, process design and re-engineering, process technologies, integration, data enablement, Continuous improvement (e.g. six sigma, lean)
  • Service performance management and operations
  • Deep HR Domain Expertise (cross value chain) with deeper expertise in the product / service being supported e.g. JA, OD, SWP
  • HR Technology and Technology Stack expertise (integration, cross stack exposure and expertise beyond ERP’s)
  • Case Management
  • Delivery Management (e.g. agile)
  • Workforce & Customer Experience including Journey Design
  • Customer Service, Customer Relationship Management and Stakeholder engagement
  • Strong commercial and business acumen that enables effective workforce experience led service delivery and service transformation
  • Change Management and strong commercial and experience led communication

Behavioural Competencies

Planning and Organizing
Connected Decision Making
Innovation
Business Acumen
Digital Acumen
High-Impact Communication

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About Nedbank Head Office

 Money may be our backbone, but excellence is our culture. And diversity, our true driving force. We believe in creating a working environment that enables our people to help us bring our values to life. And to do so, we don’t just aim to acknowledge our differences but to celebrate them as the very mix we need to continue being the difference that enhances lives beyond banking. For this reason, our people are very important to us… Every single one of them in the financial, technological, legal, administrative, creative, hospitality or operational space. Each one of them, is our mirror. They are our reason to want to do better. And our reminder that we are in the service of others. Nedbank’s culture is embedded on values that promote accountability, a strong focus on meeting client needs, and on building a positive brand image.

 

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© Careers24. All rights reserved.

About Careers24.com

  • Careers24 is a leading South African job portal that assists jobseekers from all sectors and experience levels to find and apply for vacancies from hundreds of South Africa’s leading companies. With over a million visitors a month, we are one of the most popular destinations to find employment online in South Africa.

    Our mission is to become the destination where every candidate can find an ideal job and where every company can find the perfect candidate. We are a proud member of the Media24 family and part of the Naspers group of companies.

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