Head of ICT Services Management Job vacancy At NMB Bank Tanzania (1 Position) | Apply Now

Head of ICT Services Management (1 Position(s))

Job Location: Head Office, HQ Dar es Salaam

To act as a single point of contact for all customers' (internal/external) calls related to incident reporting or service request and be responsible for managing a service delivery/service management team of 1st/2nd line support analysts providing systems support for desktop, infrastructure, applications, etc. in line with ITIL framework.

Main Responsibilities:

·       Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business.

·       Conduct resource and task management to ensure guaranteed cover to the business.

·       Implement methodologies to improve first call resolution.

·       Analyze and report Service management activity and make recommendations for increased organizational efficiency and effectiveness

·       Manage Core banking application, Network operations Centre (NOC), Service desk, Branch technology and Product Lifecycle management units, ensuring timely TAT in products and service delivery.

·       Manage and control the service delivery function ensuring that agreed targets and service levels are met and appropriate qualitative standards achieved.

·       Work with vendors, technology, marketing, business and customer experience partners to ensure successful delivery of digital products and services.

·       Drive the Service Improvement (within the ITIL framework), manage relationships with key stakeholders in the services supply chain and lead a team of strong technical staff to ensure the complex IT estate is functioning as expected.

·       Responsible to ensure that IT applications, systems, processes and personnel are developed, implemented and operated in compliance with regulatory standards.

·       Ensure the development of a high-performance team

Knowledge and Skills:

·       Extensive knowledge of the full spectrum of commercially available computing platforms, software, and software solutions.

·       In-depth understanding of business and how to improve its processes by applying technology

·       Ability to work in a fast-paced environment.

·       Ability to develop and grow people in a stimulating and motivating environment.

·       Ability to present technical data in a comprehensive, yet clear manner.

·       Externally focused, committed, able to communicate well, innovative, team-oriented, and able to balance critical thinking with execution.

·       Ability to quickly understand new technologies' benefits and how these may impact current business practices.

·       Demonstrable honesty, integrity, and credibility; ability to engender the trust and confidence of internal constituency and external partners

Qualifications and Experience:

·       Degree in Information Systems/Accounting & Finance /Banking, Computer engineering, Business Administration or equivalent.

·       Banking and advanced ITIL certifications will be an added advantage

·       10 years' experience in ICT service delivery management in banking/financial industry, preferably with exposure to core banking system and branch support/operations.

·       NMB Bank Plc is committed to creating a diverse environment and is proud to be an equal opportunity employer

Head of ICT Services Management Job vacancy At NMB Bank Tanzania (1 Position) | Apply Now

Job opening date: 04-Oct-2022                                    

Job closing date: 18-Oct-2022mployer