Manager – ICT Service Management at I&M Bank

Primary Responsibilities:

Work with internal stakeholders to ensure that ICT service issues receive prompt detection, escalation, resolution, and communication.
Oversee end to end management of the service lifecycle and provide oversight on the implemented processes to support.
Ensure accurate and fast incident management process is in place and is followed
Conduct Change assessment and Change risk and impact analysis.
Develop a view of customer experience and ICT service performance and deliver this insight to shareholders and internally.
Ensure delivery of new services, including service level requirements, measurement capabilities and agreement with shareholders and internal business areas.
Conduct gap analysis between business requirements and available services.
Measure process efficiency and implement corrective action.
Ensure contractual review on engagement with suppliers and review of SLA breach.
Ensure accurate and timely delivery of service reports – Daily reports, weekly reports, committee report, customer experience reports, SLA reports, Vendor reports.
Measure employee satisfaction and implement process improvements that meet the business needs.
Manage staff in the IT Service desk and Service monitoring team, including ensuring that the bank’s performance tracking and management mechanisms are in effect.
Engage with users and stakeholders in identifying Service Delivery shortcomings in all aspects to provide appropriate remedial action.
Negotiate, define, and regularly track agreed levels of IT services with specific business units and 3rd party service providers to support SLAs with internal and external customers.
Represent ICT in all service engagements across the group to provide insight on the services ICT offers and ensure visibility of ICT service delivery to the business.
Ensure all internal stakeholder feedback is incorporated in the ICT service – from development to delivery.
Responsible for developing and delivering ITSM tool training.

Person Specifications

Bachelor’s degree in IT/Computer Science.
At least 7 years’ relevant working experience.
Excellent communication and interpersonal skills.
Excellent problem solving and decision making skills.
Excellent change management and people management skills.
ITIL v3 Certification.