• Primary custodian of BTFL’s Service Desk tool and ensures effective use of the tool throughout the organization.
• Designs and maintain a set of agreed performance dashboards of IT service delivery to all BTFL offices.
• Works to ensure execution of regular Customer Satisfaction surveys regarding IT services delivery and takes necessary steps with Head of IT to address areas of concern or weakness.
• Manages all incident escalations from branches, with primary responsibility for keeping the IT Head abreast with progress on resolution.
• Oversees the documentation and application of sound and up to date IT principles and compliance with IT policies, standards, and procedure.
• In charge of drafting and improvement of ITSM process, policies, and governance to be adopted by BTFL.
• Monitors Service Level Agreements with IT service partners and regularly report service delivery performance to the Head of IT.
REQUIRED SKILLS/ CAPACITY:
• Must have proven leadership skills and strategic planning capability.
• IT Service Management: Familiarity with ITIL (Information Technology Infrastructure Library) best practices for service management and service level agreements (SLAs).
• Must be ITIL-certified.
• Change and Project Management: Experience in Managing IT changes, upgrades, and projects, including planning and execution.
• Vendor Management: Skill in managing relationships with third-party vendors and service providers, monitoring performance and adherence to contracts.
• Technical Troubleshooting: Proficiency in addressing and resolving complex IT issues and incidents, often under pressure.
• Risk Management: Ability to identify and mitigate IT-related risks, develop disaster recovery plans, and ensure business continuity.
• Regulatory Compliance: Understanding of financial industry regulations and compliance standards
EDUCATIONAL REQUIREMENTS AND EXPERIENCE
• Bachelor’s degree in computer science or information technology, or a related field.
• Experience in IT Operations and Service delivery in medium to large organization.
• At least 5 years in IT service delivery, including incident and problem management, service level agreements (SLAs)
• Master’s degree in computer science is an advantage.
