Service Delivery Specialist Full-Time

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

Service Delivery specialist is responsible for making sure that the Technology services delivered to the bank and customers meet and/or exceed their required performance levels, mainly in terms of SLA and service availability, as well as making sure that they are continuously improved to be in-line with changing demands of organization and external environment.

Job Description

• Service Levels and Service Availability meets and/or exceeds target.
• Vendors Service Levels meets and/or exceeds target.
• Change and Release Management performance meets and/or exceeds target.
• Problem Management Performance meets and/or exceeds target.
• Analyze incident trends to identify recurring issues and root causes, collaborating with relevant stakeholders to implement preventive measures.
• Lead problem management efforts to identify underlying causes of recurring incidents and address systemic issues to prevent future occurrences.
• Monitor user adherence to IT procedures and system usage guidelines, providing ongoing support and guidance to reinforce correct practices and reduce the volume of requests.
• Proactively engage in incident management activities, including incident identification, triage, and escalation to minimize downtime and mitigate potential impacts on service delivery.
• Maintain a flexible schedule and be prepared to respond incidents outside of standard business hours.
• Manage customer escalations and complaints, working closely with frontline staff to resolve issues in a timely and satisfactory manner.
• Ensure that all reports pertaining to service delivery, are prepared, and delivered on-time.
• Design, implement and enhance knowledge management processes to foster a culture of knowledge sharing and continuous improvement.
• Ensure comprehensive knowledge Base documentation of technologies, services, and components, are accurate and accessible for key stakeholders.
• Ensure that risks within Service Delivery space are well managed and processes are in conformance with industry best practices and with minimal major audit findings.

Education

• Higher Diplomas: Business, Commerce and Management Studies (Required).