• Application Deadline: Fri, 23 Dec 2022 00:00:00 GMT
• Position: IT Operation and Services Management Officers (ES00308)


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 5 - 10 years


• Location Lagos


• Job Field ICT / Computer 
  

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.