Manager, IT Processes

Key Responsibilities

• Be accountable for the implementation and adoption of ITIL processes within the organization.
• Coordinate enhancements and ensure the accessibility of the ITSM tool within the organization.
• Ensure Proper IT service delivery through T Incident Management, Service request management, event management, and Knowledge Management.
• Plan and coordinate new deployments which include support processes and documentation.
• Manage day-to-day Service Level Management needs for IT working closely with project managers, head office SLA liaisons, and branch clients to ensure service levels are met and exceeded.
• Manage the framework for describing services in an IT Service Catalogue, ensure the service catalog is updated as services are created, and maintain up-to-date service tiering.
• Continually review and design improvements to processes, services, and infrastructure to increase efficiency, effectiveness, and cost optimization.
• Identify areas of automation in System and Service monitoring.
• Be accountable for the Knowledge Management Platform
• Provide continuous Improvement of I.T through branch visits, IT Service awareness and workshop training, etc.

The Person

For the above position, the successful applicant should meet the following criteria:

• Bachelor’s degree in computer science or IT Related.
• Professional Certification in ITIL
• At least 5 years experience in Technology, with 3 years experience in Client Support and 2 years experience in Office Automation.

The above position is a demanding role for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.

To be considered your application must be received by Wednesday 12^th July 2023.

Qualified candidates with disability are encouraged to apply.

Only short-listed candidates will be contacted.