Manager IT Applications Support and Service Delivery at Old Mutual Kenya

Job Description

Reporting to the Head of IT, the job holder will be responsible for overseeing the support and delivery of IT applications and services to meet the needs of the organization. This role requires a strong focus on both managing support teams and ensuring the effective delivery of IT solutions, all while maintaining high levels of customer satisfaction.

• Lead and oversee the end-to-end service delivery process, ensuring that IT services meet or exceed established SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Serve as the primary point of contact for stakeholders, managing their expectations and dressing service-related issues and concerns
• Manage and provide leadership to teams responsible for application support, including incident management, problem resolution, and user support.
• Oversee the organization's application portfolio, including software selection, implementation, maintenance, and upgrades
• Recruit, mentor, and manage teams responsible for application support, service delivery, and customer engagement.
• Foster a collaborative and customer-centric team culture, driving excellence in service delivery
• Implement robust monitoring and reporting mechanisms to track service performance, application health, and user satisfaction.
• Proactively identify and address issues affecting service quality, driving continuous improvement efforts.
• Manage relationships with vendors and third-party service providers, ensuring contract compliance and adherence to SLAs.
• Evaluate and select third-party applications and services as needed, ensuring alignment with business objectives.
• Develop and manage budgets for IT applications and service delivery, optimizing resource allocation and cost-effectiveness
• Monitor expenses and budget adherence to meet financial objectives.
• Facilitate effective change management processes related to application upgrades, migrations, and service enhancements
• Ensure transparent communication and user training during transitions.
• Collaborate with IT security teams to ensure applications and services comply with security policies and regulatory requirements.
• Implement security measures to mitigate risks and vulnerabilities.
• Maintain comprehensive documentation of applications, service delivery processes, and incident resolution procedures.
• Generate regular reports for management and stakeholders to provide visibility into service performance.
• Implement Information Security recommendations and adherence to IT Information Security Policy standards.  
• Manage and establish strategic vendor management relationships including quality of service reviews
• Provide reasonable availability for any out-of-hours activities as required by the role.
• Implement Audit recommendations for IT Applications support and Service Delivery System
• Participate in planned and scheduled ITDRP test runs
• Troubleshoot and resolve system-related issues, collaborating with support teams as needed.
• Support the deployment and implementation of new IT systems and software.
• Support organizational change by ensuring appropriate performance and development, communication, impact assessment, monitoring, and review of IT Applications.
• Communicating and reinforcing the AML-CTF compliance culture established by the board.
• Supporting Implementation and enforcement of the board-approved AML, KYC & CFT policy within the Department, Unit or Branch
• Address / mitigate IT Applications and Service Delivery Audit issues
• Implement recommendations from IT security partners to avert unforeseen system outages.
• Implement and enforce board-approved IT policies within the Department

Education

• A University degree in a relevant field in Information Technology or Computer Science or equivalent qualification with at least (3) years’ experience.
• Masters degree in ICT or related specialized qualifications (Desirable)

Knowledge and Skills

• Proven experience in IT service delivery management, application support, or related roles.
• Strong understanding of ITIL (Information technology Infrastructure Library) principles.
• Exceptional leadership and team management skills.
• Proficiency in IT systems, applications, and infrastructure relevant to the organization's operations.
• Hands-on experience with ITSM tools and software for incident management, change management, problem management, and service request management.
• Excellent communication and interpersonal skills.
• Must have thorough understanding of leading Database management systems e.g., Oracle, MSSQL, MySQL with certification is an added advantage.
• Knowledge and understanding of T24 Core Banking system or other core banking systems is required.
• Proficiency in knowledge and use of software development tools e.g. .Net, Java, Python etc. is an added advantage.
• Thorough knowledge of core operating systems e.g., Unix, Linux and Windows of at least three (2) years is an added advantage.
• Thorough understanding, configuration, use, and support of IT service Management systems such as ServiceNow is required.
• Good data analytical skills, both financial and non-financial Solution is an added advantage.
• Network setup and management is an added advantage.
• Web server Management skills e.g., IIS, Jboss etc. is desirable.
• Proficiency in using version control systems like Git to manage code and collaborate with others is an added advantage.
• A track record of successfully delivering IT services that meet or exceed service level agreements (SLAs) and key performance indicators (KPIs)
• Experience managing vendor relationships and third-party service providers to ensure compliance with SLAs.
• Proficiency in change management processes, including assessing the impact of changes, planning change implementations, and mitigating risks associated with changes.
• Awareness of cybersecurity best practices and regulatory compliance relevant to IT services and application support.
• Business process automation skills
• Key Database certifications such as OCA, OCP, MCDBA
• Key Operating System certifications such as Unix, Linux and Windows
• ITSM system Certification
• CompTIA Network+
• Cisco Certified Network Associate (CCNA)
• Azure Administrator Associate

Experience

• At least 5 years work experience 2 years of which should have been in environments using leading core banking systems, Microsoft Products and ITSM solutions.