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.