Head IT Service Delivery

  Job Summary   Head IT Service Delivery is responsible for supporting the CIO in planning and coordinating activities across the IT Division that are required for stable and predictable IT services to the business, internal and external customers.     Duties & Responsibilities   Sets objectives and maintains a plan for all IT activities as derived from the IT department’s strategic objectives Leads the IT Service Delivery strategic and operational planning to achieve Bank’s goals by cocoordinating and managing the activities of the service support group of the IT Department Assists the CIO to ensure that reports and requirements for IT emanating from IT Control, IT Audit and IT Security are translated to actionable plans, and such plans programmed and resourced.   Ensure continuous delivery of IT services through oversight of service level agreements with end users and monitoring of IT systems  Forecasts & plans for the provision of IT infrastructure as well as maintaining configurations TAT  Ensure superior service availability of all critical and key applications/services to all users in line with defined SLAs.  Assists the CIO in preparing IT Budget, payment schedules, generating accruals and amortization amounts for IT CAPEX/OPEX. Regularly strategize, document and optimize the operations of Service Desk support for effective service delivery to the business/users Ensures the proactive management of technology related incidents/issues Bank wide  Identify risks to SLA and Cost targets and recommend mitigating actions Regular strategic alliance with other departments on systems availability on all platforms, projects and upgrades. Assists the CIO in identifying areas of value add for relationships with OEM(s), third party licensed service providers, and other third parties. Assists the CIO in planning for, and executing support structure enhancements, upgrades, or transformations for operational and strategic capabilities of the bank            
  •Supports the assessments of OEMs, third parties for software license and support as input to routine reviews and ad-hoc assessments for existing or new business with same 
Ensures releases are stacked in line with approved configurations from all layers of the configuration, environment and system landscape. 
Primarily manages the operational interface with FINCON for payment schedules, accruals and amortization for IT CAPEX/OPEX.
Assists with external reviews of the Division and Department by proactively communicating and collaborating with both external and internal customers to analyze information needs and functional requirements and deliver functional requirements and business requirements documentation. 
Set up and maintain documentation and standard operating procedures for all services.
Ensure every staff under management has, and achieves their holiday plan in full each calendar year
Ensure every staff under management adheres to core business hours and only exceeds same after agreement with CIO, except where routine shift work is operating as scheduled
Ensure every staff under management has a training plan and has time allocated in calendar year for achievement of training plan
Assists the CIO in decision making to achieve stated objectives 
Supports the CIO in making presentations to EXCO including support to UBN UK 
•    Supports the attainment of Division-level targets

Key Performance Indicators

  • Zero tolerance for excess over approved cost budget (100% adherence to approved cost budget at the minimum).
  • All IT activities have a plan which is programmed with the required resources
  • Impact of plans on IT budget is identified, articulated, justified and incorporated
  • All IT resource requirements are programmed against the department/unit cost code
  • Zero occurrence of unplanned IT spend 
  • All payment schedules generated on time in line with agreed payment timelines and structure, and in line with applied penalties/rewards agreed in SLA(s) in coordination with IT Service Support department
  • Accruals and amortization schedules are generated and passed to FINCON accurately and on time
  • Balance of agreed OPEX/CAPEX ratio is not exceeded without prior warning based on trend analysis
  Accurately assesses risks to SLA(s) or cost targets for area under management   100% operational efficiency of Platforms, Service Delivery and applications.   Minimum turn-around time in problem resolution.   Number of Incidents resolved on all applications within SLA   Utilization of budget in relation to support and performance   Number of unscheduled downtimes (<5%) due to system failure or failure of backup solutions   Response time to user issues   Turnaround time to resolve critical incidents (< 4 hours)   Level of internal customer satisfaction with IT support   Data Corruption Incidence of 0%   Number of employee/customer complaints  
  Job Requirements   Educational:    A good technology related university degree preferably in Computer Science/Electrical Electronics Engineering or Numeric Science from a reputable educational institution   Master’s degree from a reputable university    Professional qualification in Cisco series examinations (though not compulsory) will be an added advantage    Experience:    10 – 12 years banking experience out of which Eight (5) years have been spent supporting major technology projects in a large Bank/Organization.  Should have relevant past experience in of managing systems under scope and meeting exceeding targets        
Key Competency Requirements   Knowledge Working knowledge of service desk function and interfaces to Service Support and Service Delivery Processes Working knowledge of financial control principles such as expense accruals, capex amortization In-depth  knowledge of IT strategy  and Business strategy formulation  Understanding of the business, with capability of identifying IT requirements throughout the organization and ability to develop plans for addressing them and managing the implied changes  Working knowledge of contract management, budget and cost management  Adequate knowledge of networking – LAN and WAN technologies and management.   Knowledge of cabling scheme, Satellite comm., Fiber Optic Technology & understanding of network operating systems such as Windows 2008, UNIX, etc.  Skills/Competencies Generic Skills Excellent oral and written communication skills Excellent interpersonal skills  Analytical and Problem solving skills Entrepreneurship/taking ownership   Supervisory Skills Coaching, Leadership / Influencing skills Ability to track and measure performance Basic facilitation & Effective Presentation Skills Team building / conflict management Organization and coordination skills Performance Management
Job Location: Lagos Nigeria

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