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Job Title:    Manager Applications & IT
Service Delivery

Organization: KCB
Bank

Duty Station: Kampala,
Uganda

Reports to: Senior Manager- Systems Architect

 

About US:

KCB Bank Uganda
which is part of KCB Group, East Africa’s largest commercial bank that was
established in 1896. Over the years, the Bank has grown and spread its wings
into Tanzania, South Sudan, Uganda, Rwanda and Burundi completing the East
African circuit in the year 2012. Today, the Group has the largest branch
network in the region with over 238 branches, 950 ATMs and 8,000 agents
offering banking services on a 24/7 basis in East Africa. KCB Bank Uganda was
established in the year 2007 and has grown to become one of Uganda’s top ten
commercial banks. Currently KCB Bank Uganda has 14 branches complemented with
16 ATMs spread on Kampala Road, Commercial Plaza, Ben Kiwanuka, Luwum Street,
Oasis Mall Sixth Street, Arua, Elgon Masaba, Fort Portal, Gulu, Hoima, Lira,
Mbarara and Jinja that offer trade financing, corporate and retail banking
services to customers.

 

Job Summary:  The Manager Applications & IT Service
Delivery will be responsible for managing and providing technical direction for
the implementation and maintenance of business applications by ensuring stable
environments, high performance and availability of business applications to
users in a timely, efficient and cost-effective manner in line the bank’s IT
strategy.

 

The incumbent will
also oversee IT Service Delivery to provide IT Requests fulfilment, incident
response and First line support to Business Users. Responsible for assuring the
quality of service provision for all IT services, and as well monitor IT
change/project execution by the IT team members. As an IT Service Delivery
Manager you will monitor and report on the performance of all IT Service
Partners and work closely with Head, IT to monitor and guide all staff towards
meeting IT performance targets as agreed in the signed Business SLAs

 

Key Duties and Responsibilities:  

·       
Work
with all IT Technical teams to perform daily system monitoring

·       
Technically
support and maintain all Bank’s Business Applications.

·       
Monitor
daily backup operations for all business applications

·       
Add,
remove, or update user account information, resetting passwords, etc.

·       
IT
Service Delivery Performance tracking.

·       
Owns and
manages the Banks Service Management tool (ITSM).

·       
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.

·       
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 must hold a Bachelor’s degree in Computer Science / Computer
Engineering/ IT or Software Engineering a reputable university or college.

·       
Master’s
in relevant IT, Engineering or Business related subject, preferred

·       
Professional
qualifications like ITILv3 or v4, Database Administration (OCA, MSSQL), MCSA,
MCSE, Software Engineering, Linux are an added advantage

·       
A
minimum of three years of working experience and advanced training in IT from
small – medium banking or business environment or equivalent combination of
education and experience.

·       
Advanced
knowledge of related statutory IT compliance regulations and banking policies,
procedures, and systems.

·       
Experience
in applications development, IT Service Analyst, Database Administration,
Applications

·       
Able to
use IT service management skills to provide support to IT issues within agreed
SLAs

·       
Excellent
planning &organizing capabilities

·       
Able to
conduct system trouble shooting procedures

·       
Proactively
anticipate the IT User needs and provide solutions before an issue is raised

·       
Ability
to engage customers (Bank IT Service users) on their needs

·       
Able to
work long hours to provide round the-clock solutions to the bank

 

How to Apply:

All candidates are
encouraged to apply online at the link below.

 

Click
Here

 

NB:
Only shortlisted candidates will be contacted.

 

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