Access Bank Tanzania, a subsidiary of Access Holdings Plc, offers a range of financial services for individuals and businesses. The bank is known for its focus on financial inclusion for small and medium-sized enterprises (SMEs) and middle-income customers.

The IT Service Delivery Manager at Access Bank PLC plays a critical role in ensuring the delivery of high-quality IT services to meet business needs and customer expectations. This position involves managing the overall service delivery lifecycle, enhancing service quality, and ensuring compliance with SLAs (Service Level Agreements). The IT Service Delivery Manager will lead the service delivery team, work closely with IT support functions, and collaborate with business units to drive continuous improvement and align IT services with business objectives.

Key Responsibilities

1. Oversee and manage the complete lifecycle of IT service delivery, ensuring services are aligned with business requirements and customer expectations.
2. Develop and implement service delivery strategies, processes, and performance metrics to enhance the quality of IT services.
3. Monitor and report on service delivery performance against SLAs, resolving issues and implementing corrective actions as necessary.
4. Collaborate with IT support teams and business units to identify areas for improvement and implement solutions that enhance service delivery.
5. Manage stakeholder relationships, ensuring effective communication regarding service delivery status, issues, and improvements.
6. Lead and mentor the service delivery team, fostering a culture of excellence and continuous improvement.
7. Facilitate regular service review meetings with stakeholders to discuss performance, feedback, and ongoing development.

Requirements

1. Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

2. 5+ years of experience in IT service delivery management or a similar role within the banking or financial services sector.

3. Strong understanding of ITIL best practices and methodologies.

4. Experience in managing and maintaining SLAs, KPIs, and service delivery reports.

5. Excellent communication, leadership, and interpersonal skills.

6. Proven ability to manage multiple projects and priorities in a fast-paced environment.