IT Service Management Specialist at Exim Bank Tanzania

Incumbent is responsible for ensuring that the Information Technology services provided by the bank meet the needs of internal & external customers and operate as efficiently as possible. Planning and implementing IT Service Management processes, software and tools to optimize IT service delivery and reduce costs.

Roles & Responsibilities

• Lead the design and implementation of the NGEN Service Management Framework, COBIT Governance Framework and Operating Model based on ITSM Best Practices
• Successfully transforming the IT organization by delivering best practices supporting Service Management and overall Operations Service Delivery
• Provide direction and goal setting on strategy and operations.
• Contribute to design and solution development activities.
• Responsible for leading a team of professionals in the areas of service transformation, Service Management, metrics and reporting.
• Define roles and responsibilities for the new Service Management organization.
• Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, CMDB and other IT Service Management processes.
• Responsible for incorporating new services into the service catalog and service delivery model.
• Accountable for building and publishing the service catalog.
• Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are developed and published.
• Responsible for measuring and quantifying performance and compliance
• Develop performance measures and consistently report metrics.
• Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
• Partner with services teams to deliver a service operations strategic plan and roadmap
• Provide tactical and strategic recommendations based on ITSM KPIs

QUALIFICATION AND EXPERIENCE REQUIRED

• Degree in Information Systems, Computer engineering, Business Administration or Equivalent.
• Analytical Thinking.
• ITIL certifications will be an added advantage.
• Experience in handling large project teams that include other project managers, Specialists, administrative support, and third-party vendors.
• Understanding of the customer segments and Telecom products.
• 2 years’ experience in ICT service delivery management in banking/financial industry, preferably with exposure to core banking system and branch support/operations.
• Knowledge of the trendy banking software and technologies in the market.
• Excellent written and oral communication.
• Sense of when to escalate a problem or ask for assistance.
• Problem-solving and follow-through; pragmatic and thorough.
• The Departmental Heads (Corporate Office) / The Senior Managers (Branches and Corporate Office) / The Branch Managers (All Branches), Please bring the content of this circular to the notice of all staff members and a copy of this circular may also be displayed on the staff-notice board.