Officer – Service Delivery
Job Purpose
The IT Service Delivery Officer oversees a number of key functions within the IT department that enhances the delivery of a high-quality service to end users. Ensure Service Support and Service Delivery processes are in place to meet business needs.
The Service Delivery officer will work as a part of the IT Service Management group to oversee the delivery of IT Services delivered within the Bank.
Key Responsibilities:
- Drive quality and improvement of the IT Services in link with the KPI defined in the SLAs.
- Work closely with all IT Teams to improve the quality given to our employees and customers.
- Help on the creation of Service Level Agreement and Operational Level Agreements.
- Monitor, control and support Service Delivery; ensuring systems and procedures are in place and followed.
- Create monthly Service Delivery reports.
- Drive Service Delivery meetings covering performance, service improvement, security requirements and other ITSM processes.
Qualifications
- Minimum of Bachelor Degree in the Computer Sciences or its equivalent from a reputable higher learning Institution.
Work Experience
- Minimum of 3 years of experience in an IT Service Delivery role.
- ITIL certification is an added advantage.
- Relevant experience with distributed teams in branch
Preferred Qualifications
- Strong analytical skills and able to interpret information from numerous sources to prepare and present reports.
- Detail-oriented and able to find focused solutions to business problems.
- A passion for Service Improvement
Personal Competencies
- Have good organizational skills and stakeholder management skills, with experience at coordinating multiple stakeholders in a diverse organization.
- Have good presentation skills
- Be a self-starter, and able to work independently
- Able to work within ambiguity
- Have strong execution ability and able to see end-to-end closure of issues
- Demonstrate good initiative in issue resolution.
- Result-oriented person with focus on delivery
Applications should be submitted to [email protected]
DTB is an equal opportunity employer.
