Principle Accountabilities

• To develop and maintain strategic relationships with the various departments across the bank, partners and suppliers. Define, negotiate, and regularly track SLAs of IT services with various business units and third-party service providers for HFC.
• Ensure effective on-going monitoring and support for all systems in use by both internal and external customers by maintaining IT services provision at the highest possible levels. Carry out regular performance measurements (MI/Reporting, trend analysis, KPIs) to ensure that HFC IT services are delivered as per SLA’s by both internal IT and external vendors and providing metrics for periodic SLA and contract reviews and renewals.
• To define, implement and oversee the IT change management framework and process in line with industry best practices e.g. ITIL, COBIT to minimize the impact of IT infrastructure changes to internal and external customers.
• To develop, implement and continuously improve ICT "best practice" tools and processes based on IT services management frameworks e.g. ITIL, COBIT. Promote a quality & risk management culture in IT services through the development and implementation of appropriate quality & risk strategies to manage the services, the supply chain of IT services, provide the required levels of service, system performance and functionality that meet business objectives.
• Provide inputs into IT strategic planning and budgeting processes to ensure that key service themes are addressed to improve availability while improving self-service.
• Own the IT services catalogues and ensure it is regularly updated with all services provided by IT.

Main Activities

• Establish and manage ITIL processes to meet business requirements in the most effective manner.
• Define and maintain an up-to-date IT services catalogue for HFC.
• Produce periodic and ad hoc reports on availability, service performance and Service Level Agreements.
• Lead performance reviews with IT suppliers in support of the service management objectives
• Manage and resolve escalated issues through communications to the business, managing suppliers and coordinating response from a diverse groups of IT service providers internally and externally.
• Manage and regularly audit the IT Configuration Management Database (CMDB) to ensure the IT infrastructure data and configuration information held is up to date.
• Ensure continual service improvement by carrying out research in new technologies, industry best practices & innovations and providing recommendations to senior management in the provision of ICT services changing business requirements.
• Understand corporate and departmental strategic objectives and design and deliver IT solutions in support of the objectives.
• Drafting, negotiating and implementing SLA’s with the business units. Ensuring agreed business requirements are met and exceeded.
• Ensure that sufficient reporting capability is available for performance tracking and to provide reports to IT function, IT customers and senior management of the bank.
• Manage IT changes within the bank, assessing suitability, value for money, risk to customers and scheduling changes in a way that minimizes their impact on customers.
• Monitor service delivery and performance of 3rd party IT service suppliers and ensuring contractual targets are achieved and business expectations are met.
• Proactively assess and interpret into understandable services the current and future business requirements, technology developments and industry best practice, and communicate these to senior management to generate buy-in to services and influence the overall spend of IT.
• Ensure reports are provided according to an agreed schedule (or on request), including management and account performance reports.
• Hold all IT service providers accountable for delivery on the required services and tasks.
• Participate in the development, implementation and management of continuous service improvement planning within IT and the business.

Key Competencies and Skills

Technical Competencies

• Proficiency with ITSM tools (e.g., ServiceNow, Jira Service Management).
• Experience working with external vendors and managing SLAs.
• Monitoring and Performance Optimization.
• Proficiency in managing banking applications.
• Experience with database management systems.
• Proficiency in Project management tools and vendor coordination.
• Strong ability to prepare reports and technical documentation for senior management.
• Proficiency in Data Analytics and presentation.

General Competencies

• Results oriented with excellent interpersonal skills.
• Social and digital knowledge/capabilities and innovation.
• Proven ability to quickly grasp business risks and make sound decisions.
• Strong analytical skills to address challenges and identify opportunities.
• Ability to adapt to changing technologies and industry trends.
• Experience in managing multiple projects with varying scopes and deadlines.
• Ability to develop and implement long term strategies aligned with the bank’s goals.
• Strong business acumen.

Leadership Competencies

• Capability to inspire and motivate teams with a clear vision for technology’s role in banking.
• Proficient in making informed decisions that align with business objectives and risk management.
• Ability to mentor and develop team members, fostering a collaborative environment.
• Skilled in building and maintaining relationships with internal and external stakeholders.
• Solution orientation.

Minimum Qualifications, Knowledge and Experience

Qualifications - Academic and Professional

• Bachelor’s degree in information technology, Computer Science, or a related field.
• ITIL Service Level Management practitioner certification.
• PMP, COBIT, or similar project management certifications.

Experience

• Minimum of six years’ relevant work experience with more than two in Service management.
• Experience in managing IT infrastructure, applications, and support teams.
• Working experience in a bank or other financial services organization would be added advantage.