Key Responsibilities
1. IT Service Management & Delivery
 Oversee end-to-end IT service delivery to internal and external customers.
 Ensure IT services align with business needs, regulatory requirements, and
industry best practices.
 Develop, implement, and enforce IT service management (ITSM) policies and
procedures.
 Continuously monitor and report on service performance using key performance indicators (KPIs) and service level agreements (SLAs).
 Develop service improvement plans to enhance IT operations and reduce system
downtime.
 Oversee service continuity, disaster recovery, and business continuity strategies
to ensure seamless banking operations.
 Drive IT service transformation initiatives, leveraging automation, cloud
technologies, and AI-driven insights.

2. Incident, Problem, and Change Management
 Lead the IT incident management process, ensuring timely response and resolution of IT-related issues to minimize business disruption.
 Conduct root cause analysis for recurring incidents and implement effective problem resolution strategies.
 Oversee change management processes to ensure seamless implementation of new IT services and system updates.
 Implement proactive monitoring tools and predictive analytics to prevent service interruptions.
 Ensure adherence to ITIL frameworks, best practices, and governance structures for service management.
3. Vendor and Stakeholder Management
 Manage relationships with IT service providers, vendors, and third-party partners, ensuring service level agreements (SLAs) are met.
 Conduct regular vendor performance reviews, negotiating contracts to ensure cost-effectiveness and service quality.
 Work closely with business stakeholders to understand service requirements, expectations, and areas for improvement.
 Ensure effective communication and reporting between IT teams and senior management.
4. Security, Compliance, and Risk Management
 Ensure IT service delivery complies with banking regulations, cybersecurity standards, and data protection laws.
 Work closely with the Information Security team to implement robust security
measures that protect the bank’s IT infrastructure.
 Identify, assess, and mitigate IT service-related risks, ensuring compliance with
regulatory frameworks.
 Participate in IT audits, ensuring that audit findings and recommendations are
addressed in a timely manner.
 Drive the adoption of secure IT practices, integrating security within service
management processes.
5. Service Improvement and Innovation

Desired Knowledge, Skills & Abilities
 Bachelor’s degree in information technology, Computer Science, Information Systems, or a related field.
 ITIL Foundation certification is required (ITIL v3 or ITIL 4 preferred).
 Certifications such as PMP, COBIT, or ISO 20000 are an added advantage.
 Minimum of 5-10 years of experience in IT service management, preferably in the banking or financial sector.
 Proven track record of managing IT service delivery in a complex, regulated, and customer-centric environment.
 Experience working with ITIL frameworks, service management tools, and IT governance structures.
 Demonstrated ability to lead IT service teams, implement ITSM processes, and
drive service improvements.
 Hands-on experience with IT infrastructure, application support, and cloud-based service delivery models.
 Strong knowledge of IT service management (ITSM) frameworks, tools, and best
practices.
 Excellent analytical, problem-solving, and decision-making skills.
 Strong leadership and stakeholder management abilities, with experience engaging executive-level stakeholders.
 In-depth knowledge of banking operations, regulatory requirements, and
cybersecurity best practices.
 Ability to work under pressure, manage multiple priorities, and deliver within tight
deadlines.
 Exceptional communication, negotiation, and interpersonal skills.
 Proficiency in IT service automation, monitoring tools, and reporting dashboards.