Head, IT Service Management
The Head, IT Service Management is responsible for overseeing the efficient and effective delivery of IT services to the NCBA Group (Kenya and all subsidiaries). This role requires strong leadership skills and the ability to manage a diverse team of IT professionals. The role holder will collaborate with other departments and stakeholders to ensure that IT services align with business needs and objectives.
The position requires a strong focus on service quality, operational excellence, and continuous improvement. Using ITIL as the selected service governance framework, the role holder shall take the lead and work with the Head, IT Operations and other IT functional heads to draw from NCBA business strategy and define the service management strategy, service management design, service operations, service transition processes and continues improvement programmes required to ensure that IT services are fit for purpose.
The role applies group Service desk, monitoring, Asset Management, incident and problem management processes to provide the agreed levels of service, considering the changes in both supply and demand and seeking to proactively and continuously improve services to the bank’s internal and external customers.
Academic:
- A Bachelor’s degree in Computer Science, Information Technology or related field, a
- Master’s degree in Technology or Business-related course is an added advantage.
Professional:
- ITIL Foundation a must.
- ITIL service practitioner would be an added advantage.
- Experience implementing service delivery best practice frameworks e.g. ITIL, COBIT is
Ideal Job Specifications
- Good understanding of financial services and how IT contributes to the success of financial institutions.
- Sound knowledge of Information technology and related supporting architectures.
- Experience in leading and managing high performing team.
Desired work experience:
- Minimum 10 years’ experience with 6 years in an IT Service Management role within a large highly digitized organization managing mission critical systems.