Manager, IT Service Management

Job Description

Purpose of the Job: To Manage the IT service management processes (Incident, Problem, Change, Service Request) and managing the IT Service delivery, which serves as the primary interface for all end-users and business units. The role minimizes business disruption through swift incident resolution and proactive problem management while driving continuous improvement based on service metrics and user feedback.

Additional Requirement:

• Training and practical experience in IT Service Management, ITIL, service delivery, IT operations, incident management, problem management, change management, or related areas.

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• Experience in planning, implementing, managing, and continuously improving enterprise IT services and service management processes.

• Professional certifications such as ITIL, COBIT, ISO/IEC 20000, or related certifications are considered an added advantage.

Generic Functions:

• Develop, review and implement policies & procedures, plan /budget of the division;

• Cultivate a working environment that promotes teamwork, collaboration, and transparency among staffs;

• Mentor and coach subordinates towards effective career development;

• Provide the concerned organ with timely, relevant, accurate, and complete reports on the plan performance;

• Demonstrate the Bank’s code of conduct, culture, and ascertain that subordinates abide by same;

• Handle other related generic activities as deemed necessary

Specific Functions:

• Establish and maintain ITIL-based processes including Incident, Problem, Change, and Configuration Management.

• Define, monitor, and report on internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to the Director.

• Act as the first level escalation point during Major Incidents, coordinating cross-functional teams to restore critical banking services with minimal business impact.

• Undertake Root Cause Analysis (RCA) and Problem Management to identify and eliminate systemic issues, reducing incident volume and improving stability.

• Implement and manage self-service portals, knowledge management, and automation to improve resolution efficiency and user satisfaction.

• Participate in acquisition of Information Technology equipment by testing and verifying of hardware and other peripherals to ensure that they meet the required specifications.

Job Requirements

• Qualification: MSc/BSc in Computer Science, Computer Engineering, Software Engineering, Information Systems, Information Science, MIS, or a related field.

• Experience: Seven/Nine (7/9) years of relevant work experience, of which at least two (2) years as Senior officer position.

How To Apply

Interested applicants fulfilling the above requirements are invited to apply within five (5) Consecutive days from October 30, 2026 to November 03, 2026 via the following link: THIS LINK.

NB:

• Female applicants highly encouraged

• Only shortlisted candidates will be communicated

• Hard copy or physical applications will not be accepted

• The Bank has the right to cancel the post advertised