IT Service Delivery Manager Employment Opportunity – DFCU Bank

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Job Title:      IT
Service Delivery Manager
Organization: DFCU
Bank
Duty Station: Kampala,
Uganda
Reports to: Head
of IT Operations
About US:
DFCU bank is a fast
growing commercial bank offering a variety of innovative products and services.
DFCU Limited was started by the Commonwealth Development Corporation (CDC) of
the United Kingdom and the Government of Uganda through the Uganda Development
Corporation (UDC) under the name of Development Finance Company of Uganda
Limited. Later restructuring brought in DEG (of Germany) and International
Finance Corporation (IFC) as equal partners with CDC and UDC, each having a 25%
stake in the company. Its objective was to support long-term development
projects whose financing needs and risk did not appeal to the then existing
financial commercial lending institutions.
Job Summary:   The IT Service Delivery Manager will be
responsible for leading the IT Service Delivery team that provides IT Requests
fulfillment, incident response and First line support to Business Users. The
role is responsible for assuring the quality of service provision for all IT
Operations services, and as well monitor IT change/project execution by the IT
Operations team members. The role is also responsible for the effective
management of IT service support as well as efficient monitoring of levels of
IT service delivery. The role will monitor and report on the performance of all
IT Service Partners and work closely with Head, IT Operations to monitor and
guide all staff towards meeting IT Operations performance targets as agreed in
the signed Business SLAs.
Key Duties and Responsibilities: 
  • Member of BT Operations Management Committee.
  • Infrastructure Services Team leadership and management.
  • IT Service Delivery Performance tracking.
  • Owns and manages the Banks Service Management tool.
  • Ensures that IT service desk tools are appropriately managed.
  • Logging, categorizing, prioritizing & assigning support for all
    IT incidents and service requests.
  • Ensuring systems stability during IT Services Transition.
  • Owns Technology release management into Production.
  • Managing both internal and external IT Service providers.
  • Driving Continual Improvement for IT Services.
  • Assuring IT Service Quality within the production environment.
  • Enhance/increase IT service level success.
  • Drive customer oriented processes and service value in IT.
  • Ensure Governance for stability of Production IT environment.
  • Dependable IT service lifecycle Management.
  • Coordinating IT Project change implementation into the production
    environment in accordance with the bank’s policies and standards.
  • Enforcing UATs and conducting Post Implementation Reviews for key
    projects.
  • Engaging with Business Heads to capture and monitor IT Service
    quality expectations and performance against agreed SLA.
  • Manage the SLA between IT and Business by ensuring that all IT
    services are measured and managed to achieve agreed targets.
  • IT Systems Availability management and monitoring

Qualifications, Skills and Experience:
  • The applicant for the DFCU Bank IT Service Delivery Manager job
    placement must hold a  Bachelor’s
    Degree in Computer Science, IT, Engineering or other numerical biased
    field from a reputable university or college
  • Certification in ITIL expert training
  • Four years of technical experience supporting IT Service desk in
    medium to large organizations
  • Any other IT certification
  • Broad knowledge and experience of ICT systems management
  • Ability to troubleshoot and resolve simple network problems, install
    and operate Operating systems and maintain IT documentation.
  • Exceptional oral and written communication skills with the ability
    to communicate clearly and persuasively, interpret documents, understand
    procedures, write reports and correspondence; speak clearly to third
    parties and employees.
  • Able and willing to solve complex analytical challenges,
    independently analyze information; and make recommendations based on
    analysis.
  • Self-motivated team player with the ability to adapt and work
    co-operatively and effectively in different situations and teams to carry
    out assigned tasks maintain a positive attitude under stress conditions.
  • Disposition to share knowledge fully and willingly with other
    employees in the interest of the organization.
  • Team leadership experience
  • In-depth understanding and practical execution of IT Service
    Management best practices and frameworks
How to Apply:
All candidates who
so wish to join the banking sector in the aforementioned capacity are
encouraged to send their applications with detailed CVs including present
position and copies of relevant professional/academic certificates (University
Transcript, O & A level) to: Vacanciesbank@dfcugroup.com
Deadline: 1st November 2018
NB: dfcu
Bank does not solicit/accept payment in cash/kind from prospective candidates
in exchange for shortlisting or job placement. Any candidate who engages in
this kind of transaction is aiding and abetting fraud and will be automatically
disqualified.
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