Job Purpose Statement
The Delivery & Performance Specialist is responsible for enhancing the operational effectiveness of IT Business Planning through strategic delivery oversight, performance monitoring, and efficient resource utilization. The role ensures that IT initiatives are aligned with organizational objectives, supported by data-driven insights, and executed with precision. This role focuses on designing performance frameworks, optimizing delivery processes, and managing reporting to ensure actionable insights for decision-making, thereby contributing to the overall success of the IT business planning function.
Key Accountabilities (Duties and Responsibilities)
IT Delivery Oversight (30%)
Oversee the delivery of IT projects to ensure they align with the strategic and operational goals of NCBA.
Establish frameworks to monitor project milestones, risks, and outcomes.
Collaborate with IT Heads and project teams to ensure timely delivery within scope and budget.
Manage project timelines to ensure timely delivery of initiatives and adherence to deadlines.
Performance Measurement & Reporting (30%)
Develop and implement performance metrics and dashboards to track IT operations, projects, and business impact.
Generate detailed reports on IT performance and present actionable insights to senior management.
Regularly review and enhance performance management frameworks to reflect evolving priorities.
Contribute towards the creation of functional strategies and specific objectives for IT Business Planning and develop budgets, policies, and procedures to support the functional infrastructure.
Process Optimization (20%)
Evaluate current IT processes and propose enhancements to boost efficiency and effectiveness.
Lead automation projects to simplify workflows and minimize manual tasks within the IT department.
Implement best practices and methodologies, including Lean and Six Sigma, to maximize IT resource utilization and improve operational performance.
Collaborate with other departments to ensure seamless integration of processes and alignment with overall IT and business objectives.
Vendor & Stakeholder Engagement (10%)
Coordinate with vendors to ensure compliance with service-level agreements (SLAs) and deliverables.
Serve as a bridge between IT, business units, and external stakeholders to align goals and expectations.
Risk & Compliance Management (10%)
Monitor and mitigate risks associated with IT project delivery and performance.
Ensure adherence to governance frameworks, regulatory requirements, and organizational policies
Job Specifications
Academic:
Bachelor’s degree in information technology, Business Administration, or a related field.
Certification or training in ITIL, Lean, Six Sigma, or project management methodologies is desirable.
Professional:
2–4 years of experience in IT service delivery, project management, or performance management within the financial services sector.
Proficiency in management reporting tools and platforms (e.g. Power BI, Excel, or Tableau).
Desired Skills:
Strong analytical and data visualization skills to create impactful dashboards and reports.
Excellent understanding of IT service management frameworks and their application in banking environments.
Basic skills in best process practices and methodologies, including Lean and Six Sigma.
Strong interpersonal and communication skills to influence and engage stakeholders effectively.
Problem-solving skills with the ability to identify and address root causes.
Knowledge of banking operations, systems, and compliance requirements.
Ability to manage multiple priorities in a fast-paced environment.
Collaborative mindset to work across teams and functions.
NCBA Bank Core Value Behaviors (Performance Drivers)
Driven: Passionate, make bold decisions, and learn from failures. Seek new challenges and appreciate different views, constantly raising the bar.
Open: Interactions are candid, honest, and transparent. Listen to each other and clients. Inclusive and always respect each other.
Responsive: Put customer’s interests at the heart of all actions. Proactive, act quickly and resolutely to deliver results. Keep it simple and seek new ways to improve.
Trusted: Do what is morally right always. Keep word. Accountable and believe in each other.
Technical Competencies
IT Service Management (ITSM): Expertise in frameworks like ITIL and COBIT.
Performance Monitoring: Proficient in using tools to track IT performance, analyze trends, and create insightful dashboards and reports.
Data Analysis: Skilled in data manipulation, trend analysis, and creating clear reports using tools like Excel or other analytics software.
IT Infrastructure: Basic understanding of core IT infrastructure components.
Automation: Proficiency in scripting languages (e.g., Python, PowerShell) to automate tasks and improve efficiency.
Project Management: Familiarity with Agile and Waterfall methodologies for managing IT delivery projects.
Supporting Competencies
Process Improvement: Knowledge of Lean and Six Sigma for optimizing IT service delivery.
IT Security: Awareness of fundamental IT security principles to ensure secure service delivery.
Vendor Management: Expertise in managing vendor relationships and ensuring adherence to SLAs.
Behavioral Competencies
Communication and Stakeholder Management: Excellent communication skills (written and verbal) to effectively communicate with technical teams, business stakeholders, and management. Ability to build strong relationships and manage expectations.
Problem-Solving and Analytical Skills: Strong analytical and problem-solving skills to identify and resolve performance issues.
Business Acumen: Understanding of business processes and how IT services support business objectives.
Continuous Learning: A commitment to staying up to date with the latest IT trends and technologies
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