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    Unit Head, Service Management - Lagos, Nigeria - First Bank of Nigeria Limited

    First Bank of Nigeria Limited
    First Bank of Nigeria Limited Lagos, Nigeria

    2 weeks ago

    First Bank of Nigeria Limited background
    Full time
    Description

    ABOUT THE COMPANY

    First Bank of Nigeria Limited, is a Nigerian multinational bank and financial services company headquartered in Lagos Nigeria. It is the premier bank in West Africa with its impact woven into the fabric of society.

    JOB SUMMARY

    Job RequirementsEducation: A minimum of First Degree or its equivalent in a Business / IT related discipline Master's Degree, MBA or a recognized professional certification will be an added advantage.Experience: 10+ years of experience in an IT services/ operations function 5+ years of management experience.

    RESPONSIBILITIES

    Designing and implementing an IT strategy and road-map across IT ecosystem, with a core objective to improve the IT service capability enabling the business to achieves their corporate growth strategy To define clear roles, directions, responsibilities, performance requirements and targets for the team. To provide an operational monitoring of production applications, servers, and network using a combination of monitoring tools to ensure availability and first-rate customer experience Manage the implementation of technology changes impacting operations. These changes may be associated with new services or modification of existing services. To ensure the successful delivery of changes and releases to all relevant ICT Services, with responsibility for change and release management processes. Provides leadership, direction and supervision, and day-to-day operational and technical support to members of the desktop and media support teams; mentors, coaches and leads; assign task, establishes priorities, monitors, reviews and supervises completion of assignments on time; conducts performance evaluations and initiates corrective actions.Duties Coordinate customer service operations and find ways to ensure customer retention Encourage growth through technical innovations, have creative control over the IT service delivery, to improve and enhance customer experience Report on operational performance and suggest improvements Identify, propose and participate in the implementation of new services based on trends, internal demand (e.g. business plans) and external demand (e.g. regulatory requirements) Continuously monitor and report service levels to ensure responsiveness of IT to business Provide leadership for the enterprise Service Management operations Ensure prompt and effective delivery of all enterprise application to the bank customers Engaged users to obtain business requirements on a timely basis and facilitate prompt implementation. Lead proactive monitoring, operation, and maintenance of all enterprise applications to support operations and ensure compliance to relevant standards Manage the desktop computing environment to ensure that laptops, PC's and other accessed devices are built and maintained to high standards of performance and security for the bank and the subsidiaries Manages and facilitates prioritization of demand by collaborating with key stakeholders to identify users' business requirements for process and service improvement Provide technical support for users across applications and systems; understand user problems / questions, identify root causes, providing solutions where appropriate, refer unresolved items to appropriate second level support team. Manage the escalation of issues for resolution at appropriate levels Liaise with the user support teams, and second line support teams to ensure an efficient, seamless and cost-effective approach to support. Continuous follow up on 2nd level support team to treat and resolve all escalated issues by sending outstanding open calls on daily basis to all IT support staff Identify, propose and participate in the implementation of new services based on trends, internal demand (e.g., business plans) and external demand (e.g., regulatory requirements) Continuously monitor and report service levels to ensure responsiveness of IT to business Attain stability across all IT platform by collaborating with Command center team to ensure that services are monitored, and attention of Service Owners is drawn for prompt resolution Analyze team and individual performance, identify weakness, coach and mentor in the area required. Ensure that each team member performs optimally Lead and develop the team members to support their career growth and contribute to the achievement of organizational goals To support staff on the roll-out of any agreed processes to be tracked and monitored equally incorporate any changes that will improve processes to the monitoring catalog Responsible for ensuring staff are properly trained, efficient, and productive Provide technical consultation and advice for enhanced business performance and improvement benchmarks to a range of decision makers

    REQUIRED SKILLS

    Business development, Business strategy, Sales strategy, Team leadership, Corporate banking

    REQUIRED EDUCATION

    Bachelor's degree

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