Head - IT Service Management & Procurement - BFS

Head of IT Service Management and Procurement

Responsibilities:

- Prepare and facilitate the monthly Change Advisory Board (CAB) meetings to prioritize IT work together with the key business stakeholders

- IT Helpdesk Management - End User, Branch Network and Application

- Actively manage, plan, prioritize, and follow-up on all phases of project work and change requests ensuring that personnel efforts are focused on business priorities

- Lead a team of staff or outsourced vendor to manage and monitor all elements of Service Desk operations proactively to ensure availability and stability of the client workplace

- Manage procurement of hardware, software and support services

- Monitor and execute IT policies, security and standards of BFIL and Bank

- Act as the Subject Matter Expertise (SME) to provide support and advice to Service Desk operations

- Act as the 1st escalation point to all support calls / service requests

- Improve Service Quality and Customer Satisfaction, implement service improvement initiatives

- Manage End Points including EDR for the institution

Certifications:

- List any licenses or certifications required by the position: ITIL, PMP, MCSE, PMI, MCSA, MCP, LEAN, CAPM, TOGAF, PRINCE2 '

- Bachelor's or Master's Degree in Computer Science, Business, Information Technology, Education, Engineering, Business/Administration, Information Systems, Technical, Technology, Management

Other KRIs Include:

- Provide day to day operational oversight, information dissemination, question and issue resolution

- Develop and/or validate Change Requests and BPOs

- Serve as IT Asset Management Coordinator, by managing the delivery process for assets in Altiris

- Ensure compliance to Security server scans in collaboration with the Sector SISO

- Interface regularly with enterprise and sector infrastructure project teams

- Meet cost and schedule targets and quality requirements, including program performance, customer satisfaction and financial performance

- Adjudicate and approve PC admin rights requests

- Partner with the ITOD to deliver direct service provider support (IIS, in-sourced and out-sourced) to ensure the delivery of high quality services, performance to budgets and schedules and compliance with Service Level Objectives (SLOs)

- Ensure world class levels of Computer Security, Business Continuity and Disaster Recovery

- Oversee the BIA and ISCP compliance