Head of Information Technology

Requisition ID: 4694
Date Posted: 04 November 2026

JOB PURPOSE STATEMENT

The purpose of the role is to manage IT services through planning, scheduling and measurement of IT services to provide the agreed levels of service, taking into account the changes in both supply and demand and seeking to proactively and continuously improve services to the bank's internal and external customers.

This incorporates formulating and implementing the Bank's information technology processing platform (software and hardware, etc.) and operating environment (networks, etc.) based on the agreed business strategy to ensure achievement of competitive advantage in the financial services industry.

KEY ACCOUNTABILITIES (DUTIES AND RESPONSIBILITIES)

Financial Perspective (20%)

• Zero system-related frauds.
• Cost optimization.
• Zero regulatory penalties.

Internal Business Processes Perspective (50%)

• ATM uptimes.
• Network uptimes.
• Systems uptime.
• Service Level Agreement compliance.
• System vulnerability.
• Issues/problems resolution time.

Customer Perspective (10%)

• Internal customer complaints.
• External customer complaints.
• Customer Satisfaction Index.
• Channel Satisfaction Index.

Learning and Growth Perspective (10%)

• Staff engagement.
• Staff retention.
• Training hours.

KEY RESPONSIBILITIES

Enhance NCBA's Customer Value Proposition and shall be evaluated against the following key result areas:

• Execution of strategic initiatives.
• Alignment of Business Process Re-engineering initiatives to corporate strategic objectives.
• Channel sophistication and utilisation in line with corporate strategic objectives.
• Customer Satisfaction Rating.
• Employee Satisfaction Rating.
• Provide functional leadership in the function as relates to assignment of duties and effective people management to ensure that the function remains motivated and meets the assigned targets.
• Analyse requirements for the achievement of strategic objectives and design programme(s) that manage resources, priorities and dependencies to execute strategic initiatives.
• Performance and supportability of IT platforms and infrastructure, i.e. hardware and software for computing, telecommunication and networking, including network passive components.
• Oversee all IT-related projects to ensure consistent use of tools and processes and effective delivery of the project objectives in a balanced way that ensures strategic objectives are met.
• Preparedness for business continuity and disaster recovery in relation to IT infrastructure and data for the entire Bank's operations.
• Define and continuously review a product development methodology that effectively manages the collaborative activities of conceptualising, development and rollout of bank products and services.
• Develop performance standards and metrics for re-engineered processes that are to be used for productivity assessments and performance management.
• Evaluate and manage operational risk that exists or may be introduced in the bank's operating platform as a result of changes to process, systems or roles.
• Quality of reports with respect to performance of IT infrastructure and support to users.
• Compliance with operations policies, procedures and applicable regulations across the bank.
• Develop and execute supporting initiatives to overcome resistance to change and solicit stakeholder ownership.

JOB DIMENSIONS

1. Reporting Relationships

Jobs that report to this position directly and indirectly:

• Direct Reports: 4.
• Indirect Reports: 1.

2. Stakeholder Management

Key stakeholders that the position holder will need to liaise/work with to be successful in this role.

Internal Stakeholders

• Group Head of IT.
• Group Head - IT Operations and Service.
• Head - IT Governance and Assurance.
• Head - IT Information Security.
• Head - IT Network and Data Centre.
• Head - IT Enterprise Systems and Projects.
• Head - IT Applications.
• Head - IT Applications and DFS.
• Mancom Members - TZ.
• SMT Members.

External Stakeholders

• SoftNet Tanzania.
• Dimensions Data Tanzania.
• TTCL.
• TIGO.
• Simbanet.
• Liquid Telecoms.
• Vodacom.
• Selcom.
• SCI Tanzania.
• MFI Tanzania.
• BOT.
• TBA.
• TCRA.
• TRA.
• CRB.

3. Decision-Making Authority / Mandates / Constraints

The decisions the position holder is empowered to make include:

• IT Vendors and Services Providers Selection.
• Automation Initiations Implementations.
• Recommend IT Capex Budgetary Requirements.
• Participate in Cost Negotiations for IT-Related Services.
• IT Strategy Formulation.
• Understand business requirements, priorities and future strategies.
• Negotiate and influence decision makers to agree to IT service delivery levels aligned with business requirements.
• Communicate the performance of the IT service delivery and explain key issues affecting availability, performance and risk (and therefore, affecting the ability of CBA to deliver its customer services) and recommended options for resolution where appropriate.
• SLA parameter definitions and monitoring.
• Competency profiling.
• Escalation matrix.

4. Work Cycle and Impact: Time Horizon and Nature of Impact (Planning)

• Planning time horizon: 6-12 months.

IDEAL JOB SPECIFICATIONS

Academic Qualifications

• University Degree, preferably in Information Systems or equivalent qualifications.

Professional Qualifications

• ITIL Service Level Management Foundation Certificate.

Desired Work Experience

• 6 years' relevant experience, with a minimum of 4 years working in a banking environment in service delivery management.
• Good understanding of the business and how the IT function contributes to the success of the bank.
• Adequate understanding of the various banking business systems and computer operations processes.
• Knowledge of service delivery and services support disciplines as defined under ITIL.
• Sound knowledge of Information Technology and related support architectures.
• Experience in leading a service delivery team will be an added advantage.

CATAPULT BANK CORE VALUE BEHAVIOURS (PERFORMANCE DRIVERS)

1. Confident (Self-Mastery)

Describes people who are self-assured, in control, bold, and deliver to the highest standards of expectations with ease while exhibiting the sort of presence that builds confidence in others.

2. Comfortable (Connecting with People)

Describes people who are cool and resilient under pressure, honest in every dealing, open to constructive criticism, and can be relied on to deliver.

3. Elegant (Effortless Delivery)

Describes people who demonstrate effortless simplicity and are able to do mundane things with grace and flair. They connect easily with different audiences, exhibit finesse in all interactions and have a high sense of values that they uphold at every turn.

4. Prestige (Pride and Ownership of Our Work)

Describes people who believe in themselves, are respected and treat others with respect and occupy a significant place in people's minds.

IDEAL JOB COMPETENCIES

Technical Competencies

• A high level of oral and written communication skills in order to communicate effectively with executives, senior managers, colleagues and other stakeholders.
• Ability to interact with all levels of customers and the IT organization.
• Self-empowerment to enable development of open communication, teamwork and trust needed to support performance and customer-centric culture.
• Demonstrable track record in delivering technological environments.
• Highly analytical in problem-solving with the ability to apply original and innovative thinking.
• Leadership to optimize employee productivity and sustain employee satisfaction.
• Ability to manage change.
• Technical skills to effectively perform or guide performance of service delivery and quality controls in a manner that consistently produces high quality of service.
• Patience, tolerance and resilience to manage under critical and demanding situations.

Behavioural Competencies

• Leadership to nurture and sustain employee satisfaction, and to manage changes.
• Performance Management to optimize employee productivity.
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service-oriented culture.