Unit Head, Service Management & End User Support at First Bank

JOB OBJECTIVE(S)

• Designing and implementing an IT strategy and road-map across IT ecosystem, with a core objective  to improve the IT service capability enabling the business to achieves their corporate growth strategy
• To define clear roles, directions, responsibilities, performance requirements and targets for the team. 
• To provide an operational monitoring of production applications, servers, and network using a combination of monitoring tools to ensure availability and first-rate customer experience
• Manage the implementation of technology changes impacting operations. These changes may be  associated with new services or modification of existing services. 
• To ensure the successful delivery of changes and releases to all relevant ICT Services, with responsibility  for change and release management processes.
• Provides leadership, direction and supervision, and day-to-day operational and technical support to  members of the desktop and media support teams; mentors, coaches and leads; assign task, establishes priorities, monitors, reviews and supervises completion of assignments on time; conducts performance evaluations and initiates corrective actions.

DUTIES & RESPONSIBILITIES

• Coordinate customer service operations and find ways to ensure customer retention
• 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
• 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
• Provide leadership for the enterprise Service Management operations
• Ensure prompt and effective delivery of all enterprise application to the bank customers Engaged users to obtain business requirements on a timely basis and facilitate prompt  implementation.
• Lead proactive monitoring, operation, and maintenance of all enterprise applications to support 
• operations and ensure compliance to relevant standards
• Manage the desktop computing environment to ensure that laptops, PC’s and other accessed 
• devices are built and maintained to high standards of performance and security for the bank and the subsidiaries
• Manages and facilitates prioritization of demand by collaborating with key stakeholders to identify  users’ business requirements for process and service improvement
• Provide technical support for users across applications and systems; understand user problems /  questions, identify root causes, providing solutions where appropriate, refer unresolved items to  appropriate second level support team.
• Manage the escalation of issues for resolution at appropriate levels
• Liaise with the user support teams, and second line support teams to ensure an efficient, seamless  and cost-effective approach to support. Continuous follow up on 2nd level support team to treat  and resolve all escalated issues by sending outstanding open calls on daily basis to all IT support staff
• 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 platform by collaborating with Command center team to ensure that 
• services are monitored, and attention of Service Owners is drawn for prompt resolution
• Analyze team and individual performance, identify weakness, coach and mentor in the area required. Ensure that each team member performs optimally
• Lead and develop the team members to support their career growth and contribute to the  achievement of organizational goals
• To support staff on the roll-out of any agreed processes to be tracked and monitored equally  incorporate any changes that will improve processes to the monitoring catalog
• Responsible for ensuring staff are properly trained, efficient, and productive
• Provide technical consultation and advice for enhanced business performance and improvement  benchmarks to a range of decision makers JOB REQUIREMENTS

Education 

• Minimum of a first degree or its equivalent in a business /IT related discipline
• Masters, MBA or a recognized professional certification will be an added advantage

Experience 

• 10+ years of experience in an IT services/ operations function 
• 5+ years of management experience