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Head - IT Operations

Job Description

Job Title:                                             Head - IT Operations Manager

Reports to:                                          Chief Information Officer


This is a Senior IT role and responsible for entire Bank’s IT Operations, establishing and then driving the Bank’s technological vision while leading all aspects of the Bank’s technology development. Leads the Technology Operations Team and E-Banking teams and plays an integral role in the Bank’s strategic direction, development and growth agenda.


•Decision-making within delegated authority as well as the operational policies and procedures of the Bank

•Discretionary negotiating power with the Bank’s key technology partners at home and abroad

•Key member of the IT Management Team

•Required to explore opportunities to reduce the IT Operations cost by 10% year on year.

•Direct the key areas of business continuity planning as well as disaster recovery governance and regulatory compliance                  


•Bachelor’s degree in Computer Science or , Electrical Engineering or MIS. An MBA in a related area will be preferred

•Certifications such as ITIL xxs, CISA, CISSP, CCNA, PMPt, ISO 27001 LA/LI are preferreda must.

•A minimum of 15 years in managing a buoyant and multi-disciplined ICT team, with at least 7 years’ experience in IT Operations.

•Must have Excellent communication and interpersonal skills.

•Strong organisation and project management and change management skills

•Experience developing annual strategic as well as tactical plans and providing regular linkage reports with business

•Leading edge experience with setting up and running fully integrated systems and products for large-scale businesses.

•Demonstrated ability to interpret technology and market trends as a foundation for technology and product roadmaps.

•Strong managerial skills in coaching and performance measurement to ensure that the Bank’s Technology organisation is at par with the Bank’s KPIs.

•Committed individual with pleasant interpersonal attributes and strong negotiation skills.

•And be able to Take initiative and responsibility for projects, promote teamwork and collaboration between technology staff and business teams

•Demonstrate strategic influencing capacity, politically savvy and able to build consensus and interact with senior executives

•Exercise good judgment and professional discretion at all times

•Guide and develop project plans and budgets (including capital expenditure)

•Capable of managing a high-pressure working environment


IT Department:

•Oversight of IT Managed Services Service Provider

•Monitor  IT Managed Services Service Provider’s operations deliverables

•Monitor IT Managed Services Service Provider SLA compliance and manage escalations

•Ensure all systems/services are available in accordance with agreed SLA       requirements of internal and external customers

•Monitor monthly performance of IT Operations and develop action plans to remedy any       degradation of service.

•Ensure process are in place to effectively manage the department

•Plan and schedule projects.

•Keep abreast with latest technology/developments

•Ensure that a strategic development/training plan is prepared for department.

•Oversee projects that are being implemented.

•Conduct branch visits to assess service levels.

•Investigate ways of improving existing systems and processes and implement appropriate solutions              

•Encourage and promote a customer-focused culture within IT Department

•Develop a culture of responsibility and ownership of objectives/problems until completely resolved to the customers satisfaction

•Work positively with business units to eliminate blame culture 


•Application Vendors- support and updates

•Infrastructure– Support and updates

•Bank Staff   -     Communicate planned/unplanned system down times, provide support Management – Presentations, communication


•Supervises immediate team members to ensure that time, quality and other set standards are achieved Interprets Conditions of Service to immediate team members

•Appraises the performance of immediate team members and reviews those for lower level staff Identifies training needs of immediate team members and recommends appropriate training for them.

•Administers disciplinary measures to immediate team members in accordance with the Bank’s disciplinary code and procedures


•Own and drive the Bank’s Information Security programs (including, but not limited to ISO 27001 Certification)

•Abide by the bank’s ISMS (Information Security Management Systems) policies and procedures

•Safeguard the bank’s information assets in accordance with its ISMS policies and procedures


•Ensure prompt and adequate compliance responses to Sanctions and AML/CFT enquiries sent in by Compliance department

•Take part in all annual mandatory refresher training organised by Compliance

•Report all suspicious or fraudulent activities to Compliance or via whistle-blowing toll free line.

•Signs off all PEP accounts and the Combined Risk Framework.