What is Assistant Manager Service Delivery – MMBL
To lead the IT Service Delivery function by ensuring seamless technical support, maintaining ITIL‐compliant service standards, and supervising a team of engineers to provide high‐availability infrastructure support across the bank's branch network and head office.
What does Assistant Manager Service Delivery – MMBL do
* Service Management & ITIL Compliance: Lead the configuration, administration, and optimization of the bank's ITSM solution, ensuring all workflows (Incident, Problem, and Change Management) are aligned with ITIL frameworks.
* SLA Governance: Define, monitor, and report on Service Level Agreements (SLAs) to ensure timely resolution of technical issues.
* Executive Support: Act as the primary technical point of contact for Executive Management, providing high‐priority support for senior leadership.
* Technical Operations & Team Supervision: Manage a team of desktop and field engineers providing Level 1 support for Windows 10/11 environments, hardware maintenance, and onsite/remote troubleshooting.
* BVS & Peripheral Support: Oversee the deployment, maintenance, and troubleshooting of Biometric Verification Systems (BVS) and other specialized banking peripherals.
* Security & Compliance: Coordinate with the Information Security team to patch and remediate vulnerabilities across endpoints and infrastructure.
* User Clearance: Manage the IT offboarding process, ensuring all access rights are revoked and hardware is recovered in compliance with HR and Audit policies.
* Inventory & Asset Management: Maintain a centralized, real‐time inventory of all IT assets and implement monitoring tools to track hardware health and software licensing.
* Project Management & Administration: Lead "End of Life" (EoL) hardware refresh projects and large‐scale software deployments (e.g., OS migrations, security agent rollouts).
* Financial Coordination: Manage IT invoicing, vendor payments, and procurement documentation, ensuring all financial records are audit‐ready.
Qualifications and Experience
* Education: Bachelor's degree in Computer Science, Information Technology, or related field.
* Experience: 3–5 years of experience in IT Support/Service Delivery, preferably within the Banking or Microfinance sector.
* Proven experience supervising technical teams and field engineers.
* Technical Skills:
o Proficiency in Windows 10/11 Enterprise environments.
o Deep understanding of ITSM tools and ITIL process implementation.
o Knowledge of endpoint security, patching tools, and asset management software.
o Familiarity with banking‐specific hardware (BVS, thermal printers, scanners).
* Certifications:
o ITIL Foundation (Strongly Preferred/Required).
o Microsoft Certified: Endpoint Administrator Associate (optional).
* Soft Skills:
o Strong leadership and team‐building capabilities.
o Excellent crisis management and problem‐solving skills.
o Ability to translate technical jargon for non‐technical stakeholders and executive management.
Job Locations
Head Office
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