Role overview
What you'll be stepping into
JOB DESCRIPTION
Operational Leadership & Service Delivery
Provide overall leadership and accountability for Country Technology Services, ensuring stable, secure and efficient day-to-day technology operations.
Establish and maintain effective operating models, processes, controls and governance frameworks for Technology Services.
Ensure high availability, reliability and performance of critical technology infrastructure, applications, networks, systems and end-user services.
Oversee the Country IT service desk/help desk and ensure incidents, service requests and technology issues are resolved within agreed service levels.
Monitor technology service performance through agreed KPIs, KRIs and SLAs and drive corrective actions where service performance falls below target.
Provide leadership in the resolution of major and critical technology incidents, including escalation management and root-cause analysis.
Ensure effective problem management and implementation of permanent corrective actions to minimize recurring incidents.
Develop and maintain operational procedures, technical standards, service catalogues and support documentation.
Ensure effective monitoring and reporting of technology availability, capacity, performance and service quality.
Provide expert technical guidance and escalation support to Technology teams and business users.
Ensure appropriate after-hours, standby and escalation arrangements are maintained for critical technology services.
Ensure all technology operational processes are adequately documented, controlled and periodically reviewed.
Drive automation and process improvements to improve service efficiency, reduce manual intervention and enhance service reliability.
Strategic Operational Readiness
Translate Group and Country business strategies into practical Technology Services plans, roadmaps and operational priorities.
Develop and maintain a Country Technology roadmap covering infrastructure, applications, networks, cybersecurity, cloud, end-user computing, resilience and emerging technologies.
Assess technology capacity and readiness to support business growth, new products, channels, branches and operational initiatives.
Lead technology readiness assessments for new products, projects, systems, branches, applications and major business initiatives.
Ensure technology environments are appropriately designed and tested before production deployment.
Oversee technology change management, ensuring changes are properly assessed, approved, tested, implemented and documented.
Ensure technology projects transition effectively into business-as-usual operations, including support models, documentation, training and handover.
Participate in business planning and budgeting to ensure technology investments are aligned with strategic priorities.
Evaluate emerging technologies and make recommendations on their applicability, business value, risk and cost.
Provide technology input into business cases, procurement decisions, transformation initiatives and strategic investments.
Ensure Technology Services are scalable and capable of supporting future business and digital requirements.
Work closely with Group Technology to adopt approved Group platforms, standards, architectures and technology initiatives.
Infrastructure, Network & Systems Management
Manage the Country’s technology infrastructure, including servers, storage, LAN/WAN, telecommunications, connectivity, end-user computing and data centre environments.
Oversee the administration, availability and performance of the Bank’s WAN, LAN, wireless and other connectivity services.
Plan and implement additions, deletions, upgrades and major modifications to the Country technology infrastructure.
Ensure network architecture and infrastructure remain secure, resilient and aligned with Group standards.
Oversee network monitoring, capacity planning, performance management and fault resolution.
Manage technology infrastructure lifecycle, including upgrades, patching, maintenance, refresh and retirement.
Ensure effective configuration and asset management of infrastructure and technology devices.
Oversee systems backups, restoration testing, archiving and retention in accordance with corporate and regulatory requirements.
Ensure appropriate disaster recovery capabilities are implemented, maintained and periodically tested.
Provide technical oversight for cloud, hosting, telecommunications and other technology services where applicable.
Ensure data centre and technology facilities are appropriately maintained, secured, monitored and environmentally controlled.
Applications & Core Banking Technology
Provide leadership and oversight for the availability, performance and support of business-critical applications.
Oversee the support and maintenance of core banking and other critical banking applications.
Ensure effective incident, problem, change and release management for critical applications.
Work closely with business owners, application vendors and Group Technology teams to resolve application issues and improve system performance.
Participate in the implementation, enhancement and integration of core banking and supporting applications.
Supervise testing of new programs, application releases, patches and technology products before implementation.
Ensure appropriate testing, documentation, user acceptance and production-readiness processes are followed.
Oversee application support arrangements, including vendor escalation and third-level technical support.
Ensure application access, roles and privileges are appropriately controlled and periodically reviewed.
Support integration initiatives and ensure interfaces between systems are reliable, secure and adequately monitored.
Customer Experience & Cost Optimization
Establish Technology Services as a customer-focused function that delivers reliable and responsive services to internal and external customers.
Monitor technology-related customer and user experience indicators and develop initiatives to improve service quality.
Ensure technology incidents affecting customers or critical business operations are prioritized and resolved promptly.
Identify opportunities to simplify technology processes, improve service availability and reduce operational friction.
Drive technology cost optimization without compromising service quality, security or resilience.
Review technology expenditure, vendor contracts, licensing, connectivity costs, maintenance agreements and infrastructure utilization.
Optimize technology asset utilization and eliminate unnecessary or duplicate technology expenditure.
Develop and maintain appropriate technology budgets and monitor expenditure against approved plans.
Support commercial negotiations with technology suppliers and service providers to achieve value for money.
Evaluate total cost of ownership when recommending new technologies, platforms or solutions.
Promote automation, standardization, virtualization, cloud adoption and other appropriate technologies to improve efficiency and reduce operating costs.
Risk Management & Compliance
Ensure Technology Services operate in full compliance with Group policies, regulatory requirements, information security standards and applicable banking controls.
Identify, assess, monitor and mitigate technology, operational, cybersecurity and third-party risks.
Maintain an effective technology risk register and ensure identified risks have appropriate mitigation plans and owners.
Ensure appropriate controls are implemented for access management, change management, backup, logging, monitoring, patching and privileged access.
Ensure compliance with information security, data protection, technology risk and business continuity requirements.
Support internal and external audits and ensure timely closure of technology audit findings.
Coordinate responses to regulatory reviews, control assessments and technology-related compliance requirements.
Ensure appropriate segregation of duties and control mechanisms are maintained within Technology.
Ensure technology assets, systems and information are protected against unauthorized access, loss, disruption or misuse.
Work closely with Risk, Compliance, Information Security and Internal Audit functions to strengthen the Country’s technology control environment.
Ensure security vulnerabilities are identified, prioritized and remediated within agreed timelines.
Promote a strong culture of operational risk awareness and security across the Technology team and wider organization.
Cybersecurity & Technology Resilience
Implement and maintain Country-level cybersecurity controls in line with Group Information Security policies and standards.
Oversee network security, endpoint security, access controls, vulnerability management and security monitoring.
Ensure appropriate protection of critical systems against cyber threats, unauthorized access and service disruption.
Work with Group Cybersecurity and Security Operations teams to investigate and respond to security incidents.
Ensure cybersecurity incidents are appropriately escalated, investigated, documented and remediated.
Maintain effective technology disaster recovery and business continuity arrangements.
Coordinate periodic disaster recovery, failover and technology resilience testing.
Ensure recovery time objectives (RTOs) and recovery point objectives (RPOs) for critical systems are defined and achievable.
Review lessons learned from incidents and resilience tests and implement required improvements.
Development & Oversight
Lead, coach and develop the Country Technology Services team to achieve high levels of technical competence, accountability and service orientation.
Establish clear objectives, performance measures and development plans for direct reports.
Build a high-performing team with appropriate technical depth across applications, infrastructure, networks, cybersecurity and service management.
Identify skills gaps and implement appropriate training, certification and succession development programmes.
Promote continuous learning and awareness of emerging technology, cybersecurity threats and industry practices.
Ensure effective workload planning, resource allocation and succession planning.
Establish a culture of accountability, collaboration, innovation, customer service and continuous improvement.
Conduct regular performance reviews and provide constructive feedback and coaching.
Ensure staff adhere to approved technology processes, controls, security requirements and professional standards.
Develop technical leadership capability within the Technology team and ensure appropriate succession coverage for critical roles.
Vendor, Procurement & Contract Management
Manage relationships with key technology vendors, service providers, telecommunications providers and external support partners.
Establish and monitor service level agreements and performance commitments with vendors.
Ensure vendor performance is regularly reviewed against agreed KPIs, SLAs and contractual obligations.
Lead or support procurement of hardware, software, licenses, connectivity, managed services and other technology requirements.
Ensure technology procurement is commercially sound, transparent and aligned with approved procurement policies.
Review vendor proposals and make recommendations based on technical suitability, risk, service quality and total cost of ownership.
Monitor vendor risks and ensure appropriate business continuity and contingency arrangements exist for critical suppliers.
Ensure contracts, licenses, warranties and maintenance agreements are effectively managed and renewed on time.
Technology Governance, Projects & Change
Provide technology leadership and governance across Country technology projects and initiatives.
Participate in project steering committees and provide technical input to major business and technology programmes.
Ensure technology projects comply with approved architecture, security, infrastructure and Group technology standards.
Review project designs and ensure appropriate operational, security and resilience requirements are incorporated.
Ensure effective transition of completed projects into Technology Operations.
Maintain appropriate technology documentation, architecture records, inventories and operational knowledge bases.
Promote structured IT service management practices across the Technology function.
Ensure technology changes are governed through an appropriate Change Advisory and approval process.
Report on technology performance, risks, incidents, projects, budgets and strategic initiatives to senior management and Group Technology.
Command Centre / Service Operations Management
Oversee all Technology Service Desk and Command Centre activities at Country level.
Ensure effective monitoring of critical applications, infrastructure, networks, connectivity and technology services.
Respond to escalated technology incidents and coordinate resolution across internal teams and external service providers.
Ensure critical incidents are managed using defined escalation and communication procedures.
Monitor utilization and maintenance of technology monitoring and tracking systems.
Ensure management receives timely and accurate communication during major technology incidents.
Establish incident trend analysis and use operational data to identify opportunities for preventative action.
Ensure appropriate service continuity arrangements are available for critical business operations.
Service Level Management
Establish, negotiate, manage and monitor SLAs and OLAs for Technology Services.
Define service performance standards for internal Technology teams and external service providers.
Produce regular service performance reports covering availability, incidents, response times, resolution times, customer satisfaction and recurring issues.
Conduct periodic service reviews with key business stakeholders and vendors.
Implement service improvement plans where agreed service levels are not achieved.
Ensure service management processes are continuously reviewed and improved.
Technology Asset & Financial Management
Develop and manage the annual Technology Services budget.
Monitor technology expenditure and ensure effective financial controls.
Maintain an accurate inventory of hardware, software, licenses and other technology assets.
Ensure technology assets are properly allocated, maintained, secured and retired in accordance with policy.
Optimize software licensing and infrastructure utilization.
Ensure appropriate approval and financial justification for major technology investments.
Provide management with regular reports on technology expenditure, commitments, forecasts and savings opportunities.
Compliance Enforcement
Ensure all Group policies, procedures, technology standards and regulatory requirements are implemented at Country level.
Maintain evidence of compliance with technology policies and controls.
Ensure technology policies and procedures are communicated to relevant employees.
Coordinate remediation of identified control weaknesses and audit findings.
Ensure technology processes remain aligned with evolving regulatory and Group requirements.
KEY PERFORMANCE INDICATORS
Performance in the role will be measured through, among others:
Technology service availability and uptime.
SLA and OLA achievement.
Major incident frequency and resolution performance.
Mean time to detect and resolve incidents.
Core banking and critical application availability.
Network and infrastructure performance.
Cybersecurity and vulnerability remediation performance.
Disaster recovery and business continuity test results.
Technology audit and regulatory compliance performance.
Technology operational risk exposure and remediation.
Customer and user satisfaction with Technology Services.
Technology budget performance and cost savings.
Vendor performance and SLA compliance.
Successful delivery and operational transition of technology projects.
Staff productivity, competency development and succession readiness.
Experience & Qualifications
Bachelor’s degree in computer science, Information Technology, Engineering, Information Systems or a related discipline.
Relevant professional qualifications in IT service management, cybersecurity, networking, project management or technology governance.
At least 8 years’ experience in IT/Technology, with a minimum of 5 years in a management or senior technology leadership role, preferably within banking or financial services.
Strong experience managing medium-to-large Technology Services environments.
Demonstrable experience managing enterprise infrastructure, networks, applications, service management and technology operations.
Strong experience supporting and managing Core Banking Systems, preferably Flexcube, Globus, Delta or comparable banking platforms.
Strong Cisco and Microsoft technology experience.
Professional certifications such as CCNA, CCNP, CCSP, Microsoft certifications, ITIL and/or PRINCE2 will be an advantage.
Strong knowledge of LAN/WAN technologies, routing, switching, network security, firewalls and enterprise connectivity.
Experience with cybersecurity controls, vulnerability management, identity and access management and security incident response.
Experience in disaster recovery, business continuity, high availability and technology resilience.
Experience managing technology vendors, contracts, procurement and budgets.
Strong understanding of IT governance, technology risk and regulatory compliance within financial services.
Experience managing technology projects and transitioning solutions into operational support.
Technical Skills & Capabilities
The successful candidate should demonstrate strong practical and managerial capability in:
Enterprise IT infrastructure and architecture.
Cisco networking, routing and switching.
LAN/WAN and enterprise connectivity.
Network security, firewalls and VPN technologies.
Microsoft Windows Server and Microsoft enterprise technologies.
Core Banking Systems and banking applications.
Database and application support concepts.
IT service management and ITIL practices.
Cybersecurity and information security controls.
Backup, disaster recovery and business continuity.
Cloud and hybrid technology environments.
Systems monitoring and performance management.
Identity and access management.
Endpoint and server management.
Technology asset and configuration management.
IT project and change management.
Vendor and service provider management.
Technology budgeting and cost optimization.
Technology risk, audit and compliance.
Skills, Capabilities & Personal Attributes
Strong strategic and operational leadership capability.
Excellent problem-solving, analytical and decision-making skills.
Strong commercial awareness and financial management capability.
Excellent customer and stakeholder relationship management.
Strong communication, presentation and influencing skills.
Ability to operate effectively under pressure and during major incidents.
Strong negotiation and vendor management skills.
Ability to translate complex technical matters into clear business recommendations.
Strong service orientation and customer focus.
High level of integrity, accountability and professionalism.
Ability to lead change and manage competing priorities.
Innovative mindset with a strong focus on continuous improvement.
Strong people leadership, coaching and talent development capability.
Ability to work collaboratively across business and technology functions.
Strong project, time and resource management skills.
Ability to balance technology risk, service quality, business requirements and cost.
Strong understanding of the operational demands and regulatory environment of banking and financial services.
How to apply