Introduction:

The Head: Business Service Portfolio reports to the Divisional CIO and is accountable for the end-to-end technology-enabled service portfolio supporting COID, Statutory Insurance, and AIT Administration. The role serves as the primary interface between business leadership and IT delivery teams, ensuring prioritisation, governance, and value realisation of all technology-enabled initiatives.

Description:

The Head: Business Service Portfolio reports to the Divisional CIO and is accountable for the end-to-end technology-enabled service portfolio supporting COID, Statutory Insurance, and AIT Administration. The role serves as the primary interface between business leadership and IT delivery teams, ensuring prioritisation, governance, and value realisation of all technology-enabled initiatives.

KEY RESPONSIBILITIES

1. 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 approved and maintained at Exco/governance level, aligned to organisational objectives.

Prioritisation of initiatives based on strategic value, risk exposure, and regulatory impact.

Executive stakeholder confidence in portfolio transparency, governance, and decision-making.

2. Demand Management & Business–IT Alignment

Provides executive governance for translating business demand into structured, prioritised service initiatives and investment decisions.

Proportion of business demand assessed, prioritised, and allocated within approved governance timelines.

Reduction in reactive or non-strategic work across enterprise service portfolios.

Business and executive satisfaction with clarity, predictability, and effectiveness of IT engagement and decision-making.

3. Delivery Oversight & Value Realisation

Ensures enterprise-level oversight of service delivery, with accountability for quality, timeliness, and measurable benefits realisation.

Initiatives delivered in line with approved scope, schedule, and budget.

Demonstrable achievement of business outcomes, including efficiency gains, compliance, and service improvements.

Benefits realisation is systematically tracked, reported, and assured post-implementation.

4. Service Assurance and Performance Management

Ensures effective operational performance of business services, with accountability for availability, stability, and delivery in line with contracted SLAs.

Service availability, stability, and performance are consistently maintained and assured.

Service delivery meets all agreed SLA commitments.

Service and performance escalations are addressed promptly and effectively on behalf of Business Partners.

Regular service reviews are conducted to ensure transparency, performance tracking, and alignment.

Proactive problem management is executed to minimise disruption and prevent reoccurrence.

Continuous service improvement initiatives are identified, implemented, and monitored to enhance overall service quality.

5. Regulatory, Risk & Service Governance

Acts as executive risk and compliance owner for all portfolio services, ensuring alignment with regulatory, audit, and statutory requirements.

Zero critical audit or regulatory findings attributable to portfolio services.

Compliance with statutory, regulatory, and data governance frameworks.

Effective identification, mitigation, and escalation of material operational and regulatory risks.

6. Stakeholder, Vendor & Partner Leadership

Provides executive-level leadership of internal and external stakeholders, ensuring alignment, accountability, and delivery performance.

Vendor and partner performance delivered within agreed SLA / contract terms.

Effective enterprise coordination across business units, IT, and external partners.

Positive feedback from business and partner executives regarding engagement, alignment, and outcomes.

Requirements:

REQUIRED QUALIFICATION AND EXPERIENCE

• Bachelor’s Degree in Information Technology, Business Management, or 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 environmentsStrong exposure to governance, compliance, and audit-driven delivery environments

REQUIRED KNOWLEDGE AND SKILLS

Social Insurance & Statutory Schemes Knowledge (COID, SI & AIT)

Demonstrates deep understanding of COIDA, Statutory Insurance, and AIT Administration frameworks, including legislative intent, benefit structures, claims administration, and stakeholder obligations. Applies this knowledge to ensure services are compliant, equitable, and aligned with RMA’s social insurance mandate.

Business Service Portfolio Management

Possesses strong knowledge of managing multiple business service portfolios, balancing operational demand, service performance, cost, and risk. Able to prioritise initiatives, optimise service mix, and ensure portfolio outcomes deliver measurable value to beneficiaries and the organisation.

Regulatory Compliance & Governance

Understands regulatory, audit, and governance requirements within the insurance and public interest environment. Ensures business services operate within legislative frameworks, internal controls, and risk appetite, while proactively addressing compliance gaps and regulatory change.

Service Design & Operational Excellence

Demonstrates expertise in service design, process optimisation, and continuous improvement. Applies customer-centric and efficiency-driven approaches to improve service quality, turnaround times, and consistency across COID, SI, and AIT services.

Stakeholder & Partner Management

Exhibits strong knowledge of managing complex stakeholder environments, including internal business units, IT, finance, legal, regulators, and external service providers. Builds collaborative relationships that support service delivery, issue resolution, and shared accountability.