IT Service Management Specialist – Assistant Manager
- PURPOSE OF JOB:
Incumbent is responsible for ensuring that the Information Technology services provided by the bank meet the needs of internal & external customers and operate as efficiently as possible. Planning and implementing IT Service Management processes, software and tools to optimize IT service delivery and reduce costs.
- PRINCIPLE ACCOUNTABILITIES:
2.1 PRINCIPAL RESPONSIBILITIES:
- Lead the design and implementation of the NGEN Service Management Framework, COBIT Governance Framework and Operating Model based on ITSM Best Practices
- Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
- Provide direction and goal setting on strategy and operations.
- Contribute to design and solution development activities.
- Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
- Define roles and responsibilities for the new Service Management organization.
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
- Responsible for incorporating new services into the service catalog and service delivery model.
- Accountable for building and publishing the service catalog.
- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published.
- Responsible for measuring and quantifying performance and compliance
- Develop performance measures and consistently report metrics.
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
- Partner with services teams to deliver a service operations strategic plan and roadmap
- Provide tactical and strategic recommendations based on ITSM KPIs
- QUALIFICATION & EXPEREINCE:
- Degree in Information Systems, Computer engineering, Business Administration or equivalent.
- Analytical Thinking.
- ITIL certifications will be an added advantage.
- Experience in handling large project teams that include other project managers, Specialists, administrative support, and third-party vendors.
- Understanding of the customer segments and Telecom products.
- 5 years’ experience in ICT service delivery management in banking/financial industry, preferably with exposure to core banking system and branch support/operations.
- Knowledge of the trending banking software’s and technologies in the market Excellent written and oral communication.
- Sense of when to escalate a problem or ask for assistance.
How to Apply:
Please send your application to [email protected]
The deadline for submitting the application is 30 May 2023.
