The Head of Information Technology at NCBA Bank Tanzania is responsible for managing IT services through continuous planning, scheduling, and performance measurement to deliver agreed service levels. This role oversees the formulation and implementation of the Bank’s IT processing platform (hardware/software) and network operating environment aligned with corporate business strategy to drive competitive advantage across the financial services sector.

Key Responsibilities & KRA Focus

1. Strategic IT Leadership & Infrastructure Governance

• Provide functional leadership to the IT department, directing resource allocation, task assignment, and team performance to achieve organizational targets.
• Manage the performance and supportability of all IT infrastructure, telecommunications, networking, computing hardware, and software platforms.
• Formulate and execute IT disaster recovery and business continuity plans covering the Bank’s entire operational landscape.

2. Business Alignment & Digital Transformation

• Align Business Process Re-engineering (BPR) initiatives with overall corporate strategic goals and enhance channel sophistication and usage.
• Define and continuously refine product development methodologies to manage the end-to-end lifecycle of bank products and digital services.
• Develop performance standards and metrics for re-engineered processes to optimize operational productivity.

3. Risk Management & Service Continuity

• Identify, evaluate, and mitigate operational risks introduced through process, system, or organizational role modifications.
• Oversee IT project delivery using standardized tools and frameworks to ensure scope, quality, and time metrics are consistently met.
• Ensure full compliance with internal operations policies, banking procedures, BOT directives, and national regulatory standards.

4. Stakeholder & Vendor Leadership

• Manage vendor selection and strategic relationships with external telecom and IT infrastructure providers.
• Produce regular executive reports regarding IT infrastructure performance, system stability, and user support operations.
• Drive initiatives that manage change resistance and foster stakeholder ownership across new technology deployments.

Key Performance Indicators (% Weighting)

• Internal Business Processes (50%): ATM uptimes, network and system uptimes, SLA compliance, vulnerability management, and issue resolution time.
• Financial Performance (20%): Zero system-related fraud cases, cost optimization, and zero regulatory penalties.
• Customer Experience (10%): Internal and external customer complaint resolution, Customer Satisfaction Index, and Channel Satisfaction Index.
• Learning & Growth (10%): Staff engagement, employee retention, and targeted training hours completion.

Role Dimensions & Stakeholders

• Direct Reports: 4
• Indirect Reports: 1
• Internal Stakeholders: Group Head of IT, Group Head-IT Operations & Service, Head-IT Governance & Assurance, Head-IT Information Security, Head-IT Network & Data Centre, Head-IT Enterprise Systems & Projects, Head-IT Applications, TZ MANCOM Members, Senior Management Team (SMT).
• External Stakeholders: SoftNet Tanzania, Dimension Data Tanzania, TTCL, TIGO, Simbanet, Liquid Telecoms, Vodacom, Selcom, SCI Tanzania, MFI Tanzania, Bank of Tanzania (BOT), TBA, TCRA, TRA, Credit Reference Bureau (CRB).
• Planning Cycle & Impact Horizon: 6 to 12 Months.

Candidate Qualifications & Experience

Academic & Professional Requirements

• Education: University Degree in Information Systems, Computer Science, or an equivalent technical discipline.
• Professional Certification: ITIL Service Level Management Foundation Certification.

Desired Work Experience

• Minimum 6 years of relevant IT experience, with at least 4 years in a banking environment focused on IT service delivery management.
• Solid understanding of core banking systems, IT operations processes, and ITIL-aligned service support frameworks.
• Proven track record in managing IT infrastructure, service delivery teams, and complex technology projects.

Key Competencies & Traits

• Leadership & Change Management: Exceptional capability to lead technical teams, nurture talent, and manage enterprise-wide technology change.
• Analytical & Communication Skills: Strong analytical problem-solving abilities paired with executive-level oral and written communication skills.
• Core Behaviors: Self-assured under pressure, resilient in critical situations, collaborative, and aligned with bank-wide operational standards.

• Provide functional leadership to the IT department, directing resource allocation, task assignment, and team performance to achieve organizational targets.
• Manage the performance and supportability of all IT infrastructure, telecommunications, networking, computing hardware, and software platforms.
• Formulate and execute IT disaster recovery and business continuity plans covering the Bank’s entire operational landscape.
• Align Business Process Re-engineering (BPR) initiatives with overall corporate strategic goals and enhance channel sophistication and usage.
• Define and continuously refine product development methodologies to manage the end-to-end lifecycle of bank products and digital services.
• Develop performance standards and metrics for re-engineered processes to optimize operational productivity.
• Identify, evaluate, and mitigate operational risks introduced through process, system, or organizational role modifications.
• Oversee IT project delivery using standardized tools and frameworks to ensure scope, quality, and time metrics are consistently met.
• Ensure full compliance with internal operations policies, banking procedures, BOT directives, and national regulatory standards.
• Manage vendor selection and strategic relationships with external telecom and IT infrastructure providers.
• Produce regular executive reports regarding IT infrastructure performance, system stability, and user support operations.
• Drive initiatives that manage change resistance and foster stakeholder ownership across new technology deployments.

• ITIL Service Level Management
• Core banking systems
• IT operations processes
• ITIL-aligned service support frameworks
• Managing IT infrastructure
• Service delivery teams management
• Complex technology projects management
• Leadership
• Change Management
• Analytical problem-solving
• Executive-level oral and written communication
• Resilience
• Collaboration

• University Degree in Information Systems, Computer Science, or an equivalent technical discipline.
• ITIL Service Level Management Foundation Certification.