Assistant manager IT Service Delivery

In this role the candidate will support the delivery of Level 1 IT services across a large-scale banking environment covering key technology domains including delivery channels core banking platforms internal applications and user endpoints serving over 4500 users.

Key Responsibilities

• Oversee day-to-day IT support operations and ensure timely resolution of incidents and service requests
• Manage escalations and coordinate effectively with internal IT teams and external service providers
• Support and enhance ITSM processes aligned with ITIL best practices
• Monitor SLA/KPI performance and drive continuous service improvement
• Ensure compliance with IT governance security policies and regulatory requirements

Requirements

• Degree in IT Computer Science or a related discipline
• 68 years experience in IT support/service management with supervisory exposure
• Strong knowledge of ITSM / ITIL practices
• Good understanding of operating systems database management systems
  communication networks and IT security principles
• Excellent problem-solving coordination and communication skills
• Experience in a banking or regulated environment will be an advantage