Job Description
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.
Roles & 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 AND EXPERIENCE REQUIRED
•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.
•2 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 trendy banking software and technologies in the market.
•Excellent written and oral communication.
•Sense of when to escalate a problem or ask for assistance.
•Problem-solving and follow-through; pragmatic and thorough.
•The Departmental Heads (Corporate Office) / The Senior Managers (Branches and Corporate Office) / The Branch Managers (All Branches), Please bring the content of this circular to the notice of all staff members and a copy of this circular may also be displayed on the staff-notice board.
How to Apply:
This is Full-time Job, To submit your application, please follow the link provided below.
