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To lead, coordinate, and manage ICT support services across all CRDB branches and zones, ensuring high availability, reliability, security, and performance of branch technology services.

The role is responsible for overseeing Zonal ICT Specialists, branch ICT operations, incident management, service delivery, vendor performance, SLA compliance, ICT asset management, branch technology projects, and continuous improvement of branch technology services to support business operations and customer service delivery.

Principle Responsibilities

• Lead and manage ICT support operations across all branches and zones, ensuring uninterrupted availability of branch ICT services and infrastructure.
• Establish and monitor branch ICT service standards, operational procedures, and continuous improvement initiatives for branch technology support services.
• Provide leadership, guidance, coaching, performance management, technical capability development, and succession planning for Zonal ICT Specialists.
• Allocate resources effectively across zones and ensure effective workload management and operational coverage across all branches.
• Oversee resolution of critical branch ICT incidents and service outages, ensuring timely escalation and resolution in accordance with service targets.
• Monitor service delivery performance and branch support effectiveness, reviewing recurring incidents and implementing permanent corrective actions.
• Oversee support and maintenance of branch ICT infrastructure, end-user devices, office machines, branch connectivity, ATMs, POS devices, and related technology services.
• Ensure branch technology environments comply with approved standards, policies, regulatory requirements, and information security standards.
• Coordinate technology upgrades, refresh programs, infrastructure improvements, and branch-related ICT projects, including relocations, branch openings, refurbishments, and technology rollouts.
• Manage branch technology service providers and support vendors, monitor supplier performance against contracted Service Level Agreements (SLAs), and ensure corrective actions for unresolved issues.
• Ensure effective management of branch ICT assets and inventory across the Bank, including planning, deployment, maintenance, replacement, retirement, and record accuracy.
• Oversee implementation of security controls, remediation of audit findings, and support ICT risk assessments and business continuity initiatives affecting branch operations.
• Support business units during the implementation of branch technology initiatives and operational enhancements.
• Build strong relationships with Branch Managers, Zonal Managers, Operations teams, and ICT stakeholders to support effective service delivery.
• Drive operational excellence across branch ICT support functions to ensure efficient, reliable, and customer-focused technology services.

Qualifications Required

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• Minimum of 5 years of ICT operations or technical support experience, preferably within the banking sector.
• ICT Service Management ITILv3 certifications
• Professional Microsoft and/or networking certifications, complemented by management or leadership qualifications, will be an added advantage.
• Proven experience managing branch technology operations, end-user computing, vendor support services, or distributed ICT environments.
• Demonstrated experience working effectively in a fast-paced, collaborative, and deadline-driven incident management environment, with the ability to manage multiple issues simultaneously while maintaining high performance and responsiveness.
• Strong knowledge of ICT Infrastructure, End User Computing, Network Management, and Branch Connectivity.
• Experience in Incident, Problem, Change, and Asset Management, including Business Continuity and Disaster Recovery.
• Proven leadership and people management capabilities, complemented by strong stakeholder management, communication, and executive presentation skills.
• Proficiency in ICT service and operations management, project coordination, report writing, analytical thinking, and decision-making.

• Lead and manage ICT support operations across all branches and zones, ensuring uninterrupted availability of branch ICT services and infrastructure.
• Establish and monitor branch ICT service standards, operational procedures, and continuous improvement initiatives for branch technology support services.
• Provide leadership, guidance, coaching, performance management, technical capability development, and succession planning for Zonal ICT Specialists.
• Allocate resources effectively across zones and ensure effective workload management and operational coverage across all branches.
• Oversee resolution of critical branch ICT incidents and service outages, ensuring timely escalation and resolution in accordance with service targets.
• Monitor service delivery performance and branch support effectiveness, reviewing recurring incidents and implementing permanent corrective actions.
• Oversee support and maintenance of branch ICT infrastructure, end-user devices, office machines, branch connectivity, ATMs, POS devices, and related technology services.
• Ensure branch technology environments comply with approved standards, policies, regulatory requirements, and information security standards.
• Coordinate technology upgrades, refresh programs, infrastructure improvements, and branch-related ICT projects, including relocations, branch openings, refurbishments, and technology rollouts.
• Manage branch technology service providers and support vendors, monitor supplier performance against contracted Service Level Agreements (SLAs), and ensure corrective actions for unresolved issues.
• Ensure effective management of branch ICT assets and inventory across the Bank, including planning, deployment, maintenance, replacement, retirement, and record accuracy.
• Oversee implementation of security controls, remediation of audit findings, and support ICT risk assessments and business continuity initiatives affecting branch operations.
• Support business units during the implementation of branch technology initiatives and operational enhancements.
• Build strong relationships with Branch Managers, Zonal Managers, Operations teams, and ICT stakeholders to support effective service delivery.
• Drive operational excellence across branch ICT support functions to ensure efficient, reliable, and customer-focused technology services.

• ICT Service Management
• Incident Management
• Service Delivery
• Vendor Performance Management
• SLA Compliance
• ICT Asset Management
• Project Coordination
• Continuous Improvement
• Leadership
• Coaching
• Performance Management
• Technical Capability Development
• Succession Planning
• Resource Allocation
• Workload Management
• Incident Resolution
• Service Outage Management
• Service Delivery Performance Monitoring
• Corrective Actions Implementation
• ICT Infrastructure Support and Maintenance
• End-User Device Support and Maintenance
• Office Machine Support and Maintenance
• Branch Connectivity Support and Maintenance
• ATM Support and Maintenance
• POS Device Support and Maintenance
• Technology Compliance
• Technology Upgrades Coordination
• Refresh Program Coordination
• Infrastructure Improvement Coordination
• Branch Technology Project Coordination
• Vendor Management
• Supplier Performance Monitoring
• ICT Asset Management
• Inventory Management
• Security Control Implementation
• Audit Finding Remediation
• ICT Risk Assessment Support
• Business Continuity Support
• Disaster Recovery Support
• Stakeholder Management
• Communication Skills
• Executive Presentation Skills
• Report Writing
• Analytical Thinking
• Decision Making

• Bachelor’s degree in computer science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or related field.
• Minimum of 5 years of ICT operations or technical support experience, preferably within the banking sector.
• ICT Service Management ITILv3 certifications
• Professional Microsoft and/or networking certifications, complemented by management or leadership qualifications, will be an added advantage.
• Proven experience managing branch technology operations, end-user computing, vendor support services, or distributed ICT environments.
• Demonstrated experience working effectively in a fast-paced, collaborative, and deadline-driven incident management environment, with the ability to manage multiple issues simultaneously while maintaining high performance and responsiveness.
• Strong knowledge of ICT Infrastructure, End User Computing, Network Management, and Branch Connectivity.
• Experience in Incident, Problem, Change, and Asset Management, including Business Continuity and Disaster Recovery.
• Proven leadership and people management capabilities, complemented by strong stakeholder management, communication, and executive presentation skills.
• Proficiency in ICT service and operations management, project coordination, report writing, analytical thinking, and decision-making.