Manager, IT Service Management

Purpose of the Job: To Manage the IT service management processes (Incident, Problem, Change, Service Request) and managing the IT Service delivery, which serves as the primary interface for all end-users and business units. The role minimizes business disruption through swift incident resolution and proactive problem management while driving continuous improvement based on service metrics and user feedback.

Additional Requirement:

• Training and practical experience in IT Service Management, ITIL, service delivery, IT operations, incident management, problem management, change management, or related areas.
• Experience in planning, implementing, managing, and continuously improving enterprise IT services and service management processes.
• Professional certifications such as ITIL, COBIT, ISO/IEC 20000, or related certifications are considered an added advantage.

Generic Functions:

• Develop, review and implement policies & procedures, plan /budget of the division;
• Cultivate a working environment that promotes teamwork, collaboration, and transparency among staffs;
• Mentor and coach subordinates towards effective career development;
• Provide the concerned organ with timely, relevant, accurate, and complete reports on the plan performance;
• Demonstrate the Bank’s code of conduct, culture, and ascertain that subordinates abide by same;
• Handle other related generic activities as deemed necessary

Specific Functions:

• Establish and maintain ITIL-based processes including Incident, Problem, Change, and Configuration Management.
• Define, monitor, and report on internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to the Director.
• Act as the first level escalation point during Major Incidents, coordinating cross-functional teams to restore critical banking services with minimal business impact.
• Undertake Root Cause Analysis (RCA) and Problem Management to identify and eliminate systemic issues, reducing incident volume and improving stability.
• Implement and manage self-service portals, knowledge management, and automation to improve resolution efficiency and user satisfaction.
• Participate in acquisition of Information Technology equipment by testing and verifying of hardware and other peripherals to ensure that they meet the required specifications.

Qualification: MSc/BSc in Computer Science, Computer Engineering, Software Engineering, Information Systems, Information Science, MIS, or a related field.

Experience: Seven/Nine (7/9) years of relevant work experience, of which at least two (2) years as Senior officer position.