Job Purpose

Provide strategic leadership and governance for IT Service Management (ITSM) and IT Disaster Recovery (DR), ensuring high service availability, operational resilience, regulatory compliance, and continuous improvement aligned with business needs and best practices.

Key Duties and Responsibilities

• Build, implement, and improve the Bank’s ITSM framework based on ITIL and industry standards
• Own and govern core ITSM processes:
• Incident Management
• Problem Management
• Change Management
• Release & Deployment Management
• Service Level Management
• Capacity & Availability Management
• Continual Service Improvement (CSI)
• Document, standardize, and enforce consistent application of all ITSM processes
• Create and monitor service performance dashboards and KPIs for Executive Management
• Lead root cause analysis (RCA) and drive year-on-year reduction in repeat incidents
• Champion service maturity through structured reviews and improvement programs
• Take executive ownership of Major Incident Management

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL Certification (required)
• Preferred / advantage certifications:
• ISO 22301 or Business Continuity Management
• COBIT
• Project Management (PMP / PRINCE2)
• Relevant risk/governance certification

Work Experience

• At least 5 years in an IT environment
• 3–5 years in senior leadership or managerial role
• Proven track record implementing and managing ITIL-based service management frameworks

Personal Attributes

• Strong service-oriented mindset
• Structured and independent handling of complex environments
• Skill in balancing competing business demands

• Build, implement, and improve the Bank’s ITSM framework based on ITIL and industry standards
• Own and govern core ITSM processes: Incident Management, Problem Management, Change Management, Release & Deployment Management, Service Level Management, Capacity & Availability Management, Continual Service Improvement (CSI)
• Document, standardize, and enforce consistent application of all ITSM processes
• Create and monitor service performance dashboards and KPIs for Executive Management
• Lead root cause analysis (RCA) and drive year-on-year reduction in repeat incidents
• Champion service maturity through structured reviews and improvement programs
• Take executive ownership of Major Incident Management

• ITIL framework implementation and management
• Incident Management
• Problem Management
• Change Management
• Release & Deployment Management
• Service Level Management
• Capacity & Availability Management
• Continual Service Improvement (CSI)
• Root Cause Analysis (RCA)
• Major Incident Management
• Service performance dashboard and KPI monitoring
• Risk/governance principles
• Balancing competing business demands

• Bachelor’s degree in Information Technology, Computer Science, or related field
• ITIL Certification (required)
• Preferred / advantage certifications: ISO 22301 or Business Continuity Management, COBIT, Project Management (PMP / PRINCE2), Relevant risk/governance certification