Manager, Client Services Division, CHIS.4 at African Development Bank - AfDB

Reference: ADB/20/022
Grade: PL2
Position N°: 50092475

The Complex

• The Vice-Presidency, Human Resources and Corporate Services (CHVP) ensures the delivery of efficient, people-centered, client-oriented, corporate services to ensure overall institutional effectiveness in all aspects of the Bank’s corporate services.
• The complex leads efforts to ensure the competitiveness of the Bank as the employer of choice and is responsible for providing leadership in the formulation and implementation of Bank’s strategies on people, Information Technology (IT), general services and institutional procurements, language services, business continuity and, health and safety strategies.

 The Hiring Department:

• The Corporate IT Services Department (CHIS) mission at the Bank is to align the IT delivery strategy along with the Bank’s business strategy, to increase the organizational effectiveness through efficient use of the Information Systems (IS).
• Under the leadership of the Bank’s Information System’s Director, CHIS department is mandated by the Bank to deliver the best possible IT services for Bank staff and help achieve the results that will get the Bank closer to accomplishing its development goals.

The Position

• The Division Manager, Client Services, provides strategic leadership and guidance to Client Services Team on achieving the effective and efficient delivery of IT services to realize strategic objectives of the Bank.
• Fulfil the mission of the client services division which is to “educate, empower & respond to the client community with highly satisfactory support services and optimal user access and usage of IT services” by:
• Serving as the “face” of IT department and the “one-stop-shop” for IT services
• Providing efficient and effective the ‘Run the Bank’ capability portion of the IT department
• Ensuring clients satisfaction with service offerings and service levels.
• Developing and implementing strategies, policies and processes of IT service management for the department
• Managing the IT Assets, client technology services, service desk operations, business relationship and souring capabilities

Duties and Responsibilities
Under the overall supervision of the Director CHIS, the Division Manager will undertake the following:

• Provide strategic leadership and guidance to Client Services Team on achieving the effective and efficient delivery of IT services to realize strategic objectives of the Bank.
• In collaboration with CIO, develop IT Strategy and coordinate the implementation of key IT Service Management processes from demand and strategy to delivery and support.
• Define, design, develop & implement strategies, policies and processes of IT service management for the department
• Develops and implement the business relationship and vendor management processes is to support Bank’s digital transformation and enhance customer experience.
• Define, maintain and ensure the IT services meet the business need and are delivered in accordance with agreed business requirements with a proposition of “client first”
• Develop and implement a sourcing and cloud strategy which guides the Bank to acquire competitive capacities and innovative technologies.
• Define, design, develop & implement a service-orientated culture across the IT department.
• Manage the communication, learning, raising awareness and socializing with clients about the IT services, solutions and business value.
• Actively participate in long-range strategy planning and manages policy development to address complex business issues, provide leadership to cross-functional teams.
• Lead the development of service-based management processes, controls and measures to ensure quality of service is maintained to meet business objectives
• Ensure that IT services are provided costs effectively to the business through a process of regular review and external benchmarking.
• Define, design, develop & implement a quality-driven culture across the IT department such that quality criteria are clear, available, measured, adhered to and reported upon Champion & promote on-going service improvements to continually enhance quality and customer satisfaction with respect to technology services.
• Ensure proper management of client devices and solutions including desktops/laptops, tablets and other mobile devices and solutions.
• Develop, implement, and maintain change control and rigorous testing processes for modifications to all systems, including the application of formal Release Management governance and procedures.
• Ensure that the Change Advisory Board (CAB) is actively chaired and operates effectively
• Manage distributed and virtual teams, including Third Party Vendors and Outsourced Partners to guarantee deliverables to Time, Budget and Quality Objectives.
• Develop, review, manage, set and measure objectives and motivate team members to successfully accomplish company and personal advancement objectives.
• Focus on cost savings, high performance, high reliability, quality of user experience and architectural alignment of solutions
• Manage capital improvement projects under the division in collaboration with CIO office
• Develop and implement a continuous improvement plan including the implementation of ISO/IEC20000 standard.
• Develop and ensure the Bank’s IT Asset Management Program is effective and efficient to control and optimize hardware and software costs, audits, and mitigate related risks.
• Prepare and manage the allocated Bank’s resources including human capital, financial and IT Assets.

Selection Criteria

• Hold at least a Master's degree or its equivalent in Computer Science, Information Technology, Technology management, Telecommunications Engineering or related area.
• A minimum of eight (8) years of progressively responsible experience in IT service management (ITIL, ISO20000, etc.) or IT client management is required, including at least five (5) years of experience at management level and at international level
• Certification on ITIL.V3 and ISO20000 would be an advantage
• Working experience in a similar financial multilateral institution would be an advantage
• Experience in managing mission critical enterprise Information and Communication Technology (ICT) services and implementing IT service management is required.
• Excellent knowledge of IT Service Management and Client Relation Management.
• Understanding of the underlying concepts of ITIL Production management and Service Delivery
• Excellent knowledge of ITSM and CRM software systems.
• Proven track record of managing and supporting highly complex IT systems (ERP, Financial system, etc.) and services is desirable. Experience in international organization is desirable.
• Excellent knowledge on developing and implementing IT Strategy, IT governance, IT policies, IT Service management, Business Relationship Management and Vendor Management.
• Ability to work effectively with different people and teams from various skillset and background and able to put others at ease
• Ability to be sensitive to client and community needs and perceptions by providing prompt, efficient and equitable service, involving clients and community in the resolution of problems that affect them.
• Understands applicability and limitations of technology to the work of the office.
• Actively seeks to apply technology to appropriate tasks
• Shows willingness to learn new technology
• Strong interpersonal skills
• Excellent written and verbal communication skills
• Excellent presentation skills
• Knowledge of the Bank’s standard software: Excel, Word, Power Point, MS Project, Access, etc.
• Communicate and write effectively in French or English, with a good working knowledge of the other language.