IT Operation and Services Management Officers (ES00308) at Human Capital Partners (HCP)

Job Summary

• Lead, plan, direct and control all activities related to process of definition, delivery and measurement of service levels and establish mechanisms for continuous improvement in a way aligned to corporate strategy and in accordance with established methodologies, guidelines, and procedures.
• Control delivery of products and services that are required of IT and coordinate IT communication.
• Design and implement an IT strategy and roadmap across the IT ecosystem with a core objective to improve the IT service capability, enabling the business to achieve its corporate growth strategy.
• Mentor and motivate teams to achieve productivity and engagement.

Responsibilities

• Design policies that align with overall strategy.
• Coordinate customer service operations and find ways to ensure customer retention.
• Oversee the implementation of technology solutions throughout the organisation.
• Responsible for the organisation’s strategic technical direction, driving profitable business growth using multi-channel technical solutions.
• Encourage growth through technical innovations, have creative control over the IT service delivery, to improve and enhance customer experience.
• Report on operational performance and suggest improvements.
• Manage the escalation of issues for resolution at appropriate levels.
• Identify, propose, and participate in the implementation of new services based on trends, internal demand (e.g., business plans) and external demand (e.g., regulatory requirements)
• Continuously monitor and report service levels to ensure responsiveness of IT to business.
• Attain stability across all IT platforms by collaborating with Command center team to ensure that services are monitored, and attention of Service Owners is drawn for prompt resolution.
• Provide leadership for the Enterprise Command Center Assess risk and manage activities affecting the production environment and client facing application availability.
• Ensure prompt and effective delivery of all enterprise core banking applications to the customers.
• Lead proactive monitoring, operation, and maintenance of all enterprise core banking applications to support operations and ensure compliance to relevant standards.
• Co-ordinate team leads of all enterprise core banking applications to manage configurations, problems, incidents, IT service continuity and availability of enterprise core banking applications.
• Coordinate closure of Vulnerability issues raised against all enterprise core banking applications.
• Lead effort to evaluate, recommend, integrate, and coordinate enhancements to the channel’s applications and infrastructure services.
• Drive technical direction in requirement definition, planning, coordination and implementation of channels applications and infrastructure.
• Work with Enterprise Architects to manage the track of information on all channel’s assets.
• Coordinate with IT and the business teams to develop capacity management plans to ensure optimal network operations.
• Work with IT Risk Management to determine and implement DR requirements based on business needs.
• Work with IT Risk Management to ensure the disaster recovery plan is kept current and operable in case of disaster.
• Lead effort to provide support to all applications in production environment.
• Provide leadership and technical guidance to reports.
• Provide technical consultation and advice for enhanced business performance and improvement benchmarks to a range of decision makers
• Ensure all application issues are resolved within the agreed SLA and documented accordingly.
• Provide regular and accurate management reporting on IT Service Delivery team performance.

Requirements

• A First Degree in Business /IT related discipline from an accredited institution. M.Sc / MBA or a recognised professional certification.
• Minimum of ten (10) years’ experience in an IT Services/ Operations Function. At least 5 years of managerial experience.
• Proficient knowledge of service management frameworks, concepts and best practices (e.g., ISO 20000, ITIL, etc.)
• Good knowledge of enterprise applications systems such as Finacle 10, Oracle ERP, etc.
• Sound influencing and managerial skills.
• Creative, strategic, and result oriented.
• Excellent analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Excellent interpersonal skills.
• Excellent leadership skills.