SENIOR MANAGER SERVICE MANAGEMENT

Position: SENIOR MANAGER SERVICE MANAGEMENT

Location: Dar es Salaam

Deadline :Nov 14 2013

Description:

JOB PURPOSE The role will be responsible for managing a Service delivery/service management team of 1st/2nd line support analysts providing systems support for desktop, infrastructure, applications, etc. in line with ITIL framework. The role will be responsible for ensuring the relevant department SLA’s are met and reporting on the trends. MAIN ACCOUNTABILITIES OF SENIOR MANAGER SERVICE MANAGEMENT. Core Responsibilities: Management and control of the service delivery function ensuring that agreed targets and service levels are met and appropriate qualitative standards achieved. Develop and implement robust processes in accordance within an ITIL governance framework to ensure high service standards are provided to customers. Design and develop an enhanced reporting structure which ensures the early identification of product faults and ensures minimum risk to the business. Analysis and reporting of Service management activity and making recommendations for increased organizational efficiency and effectiveness . Train Service management staff to ensure the quality and efficiency of support . Effective resource and task management to ensure guaranteed cover to the business . Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer support . Responsible for the management of service monitoring team to ensure that the uptime of all ICT systems (ATMs / POS, Networks, etc.) remains above agreed target levels. People Management Ensure the development of a high- performing team through embedding formal Performance appraisal and informal coaching Manage team on how to conduct meaningful Performance appraisal discussions with their direct reports and ensure that they conduct the process effectively. Determine and analyze training and development needs for people in your area, Ensure that identified training is budgeted for and executed. With the support from the HR Business Partner, interview and recruit new members and provide support to them during the recruitment of their teams on request. Ensure that all poor performance is addressed through the NMB Performance guidelines and that continued poor performance is adequately dealt with. Develop appropriate Employee Opinion Survey action items together with the management team of the business unit and ensure that items are executed. Act as second level escalation point for all grievances raised in the unit.

Qualification:

COMPETENCIES 
- Management & Leadership

- Service Management

- Project management

- Process/Operations design and management

- People management

- Risk management

- Report writing

- Presentation skills

- Systems implementation

- Systems administration

- Back up/Recovery and Systems continuity

EXPERIENCE & QUALIFICATIONS 
Graduate – Information Systems/Computer science/Computer engineering or equivalent, preferably Post-graduate – Information Systems/Computer science/Computer engineering/MBA or equivalent

ITIL/PRINCE/ Certification

6 years’ experience in ICT /ICT Service delivery management preferably in the banking industry or 8 years’ experience in ICT service delivery management in banking/Financial industry with exposure to Flexcube core banking system

Demonstrated ability to communicate complex issues and concepts in a simple manner

Demonstrated ability and experience to develop and defend technical recommendations and budgetary plans

Demonstrated experience working in a deadline-oriented environment managing multiple projects simultaneously

Demonstrated experience and ability to work effectively in a dynamic, collaborative and fast-paced atmosphere

How to apply:

How to apply
Send your applications to:
Recruitment & selection manager,
Human resources, NMB Plc,
NMB House building, fist floor,
Azikiwe/jamhuri,
P.o Box 9213, Dar es salaam.
Tel: 2161132/2161140/2161122
From the guardian November 5, 2013