Manager IT Branches Support – CRDB Bank

Job Title: Manager IT Branches Support
Organization: CRDB Bank
Department: ICT Department
Reporting Line: Senior Manager Branch Technology Support
Location: Tanzania Head Office
Number of Openings: 1
Employment Type: Permanent / Full-Time
Application Deadline: 13 August 2026

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About CRDB Bank

CRDB Bank is one of Tanzania’s leading financial institutions, committed to delivering reliable digital banking services through strong ICT infrastructure, innovation, cybersecurity, and customer-focused technology solutions.

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Job Purpose

The Manager IT Branches Support is responsible for leading, coordinating, and managing ICT support services across all CRDB branches and zones.

The role ensures:

• High availability of branch technology services.
• Reliable ICT infrastructure performance.
• Secure branch technology operations.
• Effective incident management.
• Quality service delivery to business units and customers.

The position oversees:

• Zonal ICT Specialists.
• Branch ICT operations.
• ICT incidents and service delivery.
• Vendor performance.
• SLA compliance.
• ICT asset management.
• Branch technology projects.
• Continuous improvement initiatives.

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Key Responsibilities

1. Branch ICT Operations Leadership

• Lead ICT support operations across all CRDB branches and zones.
• Ensure uninterrupted availability of branch ICT infrastructure and services.
• Establish and monitor:
  • Branch ICT service standards.
  • Operational procedures.
  • Continuous improvement programs.
• Drive operational excellence within branch technology support functions.

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2. Team Leadership and Performance Management

• Provide leadership, coaching, and guidance to Zonal ICT Specialists.
• Manage:
  • Performance evaluation.
  • Technical capability development.
  • Succession planning.
• Allocate ICT resources effectively across zones.
• Ensure adequate operational coverage and workload management.

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3. Incident and Service Management

• Oversee resolution of critical branch ICT incidents and service outages.
• Ensure incidents are resolved within agreed service targets.
• Monitor service delivery performance.
• Analyze recurring incidents and implement permanent corrective actions.
• Manage:
  • Incident Management.
  • Problem Management.
  • Change Management.

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4. Branch Technology Infrastructure Support

Oversee support and maintenance of:

• Branch ICT infrastructure.
• End-user computing devices.
• Office machines.
• Network connectivity.
• ATMs.
• POS devices.
• Related technology services.

Ensure branch technology environments comply with:

• Bank ICT policies.
• Regulatory requirements.
• Information security standards.

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5. Branch Technology Projects and Upgrades

Coordinate technology initiatives including:

• Branch openings.
• Branch relocations.
• Branch refurbishments.
• Infrastructure upgrades.
• Technology refresh programs.
• New technology rollouts.

Support business units during implementation of branch technology improvements.

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6. Vendor and SLA Management

• Manage branch technology service providers and vendors.
• Monitor supplier performance against contractual SLAs.
• Ensure timely resolution of vendor-related issues.
• Follow up corrective actions for service delivery gaps.

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7. ICT Asset Management

Ensure effective management of branch ICT assets including:

• Asset planning.
• Deployment.
• Maintenance.
• Replacement.
• Retirement.
• Inventory accuracy.

Maintain proper records of ICT equipment across all branches.

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8. ICT Security, Risk and Business Continuity

• Ensure implementation of ICT security controls.
• Support remediation of audit findings.
• Participate in ICT risk assessments.
• Support business continuity and disaster recovery initiatives affecting branch operations.
• Ensure branch technology environments remain secure and compliant.

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9. Stakeholder Management and Service Improvement

Build strong relationships with:

• Branch Managers.
• Zonal Managers.
• Operations teams.
• ICT stakeholders.

Drive:

• Effective communication.
• Service improvement.
• Customer-focused technology support.

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Required Qualifications

Education

Bachelor’s Degree in:

• Computer Science.
• Information Technology.
• Computer Engineering.
• Information Systems.
• Telecommunications.
• Related ICT fields.

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Professional Experience

Minimum:

• 5 years of ICT operations or technical support experience, preferably in banking or financial services.

Required experience:

• Managing branch technology operations.
• End-user computing support.
• Vendor support management.
• Distributed ICT environments.
• ICT service operations.

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Professional Certifications

Required:

• ITIL v3 Certification.

Added advantage:

• Microsoft Certifications.
• Networking Certifications.
• Management or leadership qualifications.

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Technical Skills and Competencies

Strong knowledge of:

• ICT Infrastructure.
• End User Computing.
• Network Management.
• Branch Connectivity.
• ICT Service Management.
• Incident Management.
• Problem Management.
• Change Management.
• ICT Asset Management.
• Business Continuity Planning.
• Disaster Recovery.

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Leadership and Management Skills

The candidate should demonstrate:

• Strong people management skills.
• Leadership capability.
• Stakeholder management skills.
• Executive communication skills.
• Report writing abilities.
• Analytical thinking.
• Decision-making skills.
• Ability to manage multiple priorities under pressure.

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CRDB Bank Commitment

CRDB Bank promotes sustainability, ESG practices, and an inclusive workplace. Applications from women and persons with disabilities are encouraged.

Important: CRDB Bank does not charge any fees during the recruitment or application process. Any request for payment should be ignored.

Only shortlisted candidates will be contacted.

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How to Apply

Interested candidates should submit their applications through the official CRDB Bank recruitment platform using the application link provided in the vacancy announcement.

Position: Manager IT Branches Support
Employment Type: Permanent / Full-Time
Deadline: 13 August 2026

Applicants should carefully review the requirements and ensure they meet the required qualifications and experience before applying.

CLICK HERE TO APPLY