Senior Manager, Service Management at NCBA Group

Job Purpose Statement

The Senior Manager, Service Management role is responsible for the 2nd level support of all application systems and related technologies used in all the markets that the bank has partnered with Telcos for the provision of Mobile Savings and Lending (MSL) products/services as well as the Digital Financial Services (DFS) products/services. The role is also responsible for managing all the operational processes that are needed for both the MSL and DFS products and services e.g. Close Of Business (COBs) etc. The role applies incident and problem management processes to provide resolution to incidents or appropriate workarounds for problems while seeking to proactively and continuously improve support to the bank’s internal and external customers. It also involves working closely with key internal and external business stakeholders as well as established technology partners to ensure that solutions being delivered in the markets that we operate in are effective and efficient in delivering customer value.

Ideal Job Specifications

• A Bachelor’s degree in Computer Science, Information Technology or related field, a Master’s degree in Technology or Business related course is an added advantage
• Minimum 5 years’ experience with 2 years in a managerial role within a large highly digitized organization designing, implementing and managing mission critical systems.
• Certification and experience implementing best practice frameworks e.g. COBIT, ITIL (preferred)
• Project Management Certification: PMP or PRINCE2 (preferred)
• 5 years’ experience in Application support in medium to large organizations.
• Hands on and practical knowledge in use of RDBMs e.g. Oracle, MS SQL
• Working experience in a bank or other financial services organization.
• Experience in Management of External Partners and Third party support providers