Overall Job Purpose
The purpose of the role is to ensure that the HFC IT team deliver quality service 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.
Principle Accountabilities
To develop and maintain strategic relationships with the various departments across the bank, partners and suppliers. Define, negotiate, and regularly track SLAs of IT services with various business units and 3rd party service providers for HFC.
Ensure effective on-going monitoring and support for all systems in use by both internal and external customers by maintaining IT services provision at the highest possible levels. Carry out regular performance measurements (MI/Reporting, trend analysis, KPIs) to ensure that HFC IT services are delivered as per SLA’s by both internal IT and external vendors and providing metrics for periodic SLA and contract reviews and renewals.
To define, implement and oversee the IT change management framework and process in line with industry best practices e.g. ITIL, COBIT to minimize the impact of IT infrastructure changes to internal and external customers.
To develop, implement and continuously improve ICT “best practice” tools and processes based on IT services management frameworks e.g. ITIL, COBIT. Promote a quality & risk management culture in IT services through the development and implementation of appropriate quality & risk strategies to manage the services, the supply chain of IT services, provide the required levels of service, system performance and functionality that meet business objectives.
Provide inputs into IT strategic planning and budgeting processes to ensure that key service themes are addressed to improve availability while improving self-service.
Own the IT services catalogues and ensure it is regularly updated with all services provided by IT.
Oversight and ensure best practice in operation, administration and reporting of infrastructure (networks, system administration, servers), databases (backups, storage and tuning activities), applications, channels and security activities.
Minimum Qualifications, Knowledge and Experience
Degree holder in Information Technology with professional qualification in Project Management. Master’s degree would be an added advantage.
ITIL Service Level Management practitioner certificate.
Prince 2, PMP, Scrum, COBIT, or any other IT Management Framework
7 years’ work experience with more than 4 years in services management.3-4 years in supervisory role.
Working exp erience in a bank or other financial services organization would be added an advantage.
Key Competencies and Skills
Results oriented, excellent interpersonal skills, analytical thinker and problem solving skills.
Good communicator, self-driven and a team player.
Ability to evaluate situations, provide proper guidance and make proper decisions, able to forecast, plan, and organize work for effective achievement of job tasks.
Must be a team player and have integirty
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