IT Service Delivery Manager

Job Details

Item	Details
Position	IT Service Delivery Manager
Organization	Exim Bank Tanzania
Department	Technology
Location	Dar es Salaam, Tanzania
Reports To	Senior Manager – Information Technology
Vacancies	1 Position
Working Hours	6:00 AM – 8:00 PM (Monday to Friday) in planned 8-hour shifts. Additional hours as required.
Application Deadline	10 June 2026

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Job Purpose

The IT Service Delivery Manager is responsible for ensuring the efficient and effective delivery of IT services across the organization.

The role focuses on:

• High-quality user support
• Service continuity
• IT process optimization
• Incident management
• Access management
• Change management
• IT governance and compliance

The successful candidate will take a proactive approach to problem-solving, process improvement, and collaboration with cross-functional teams to ensure seamless service delivery and excellent user experience.

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Key Responsibilities

1. User Support & Service Desk Management

• Lead and manage resolution of user issues through multiple support channels including:
  • Service Desk tools
  • Telephone support
  • Email
  • Live chat
  • Social media
• Address routine inquiries and troubleshoot operational issues.
• Ensure timely resolution of incidents and service requests.
• Maintain high customer service standards.
• Escalate complex issues appropriately.

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2. Incident Management

• Take ownership of user incidents and requests.
• Ensure effective communication throughout the incident lifecycle.
• Coordinate with technical teams to achieve timely resolutions.
• Monitor recurring incidents and implement preventive measures.

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3. User Access Management

• Oversee:
  • Creation of user accounts
  • Modification of access rights
  • Deactivation of accounts
• Ensure compliance with internal access control policies.
• Verify proper authorization and approval of access requests.
• Protect confidential user credentials and sensitive information.
• Generate access management reports for audits and compliance reviews.

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4. Change Management

• Manage IT change processes from initiation to implementation.
• Review and assess proposed system and infrastructure changes.
• Conduct impact and risk assessments.
• Coordinate Change Advisory Board (CAB) approvals.
• Ensure proper governance and compliance throughout the change lifecycle.
• Monitor implementation and evaluate change effectiveness.

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5. System Monitoring & Service Continuity

• Proactively monitor:
  • Networks
  • Servers
  • Applications
  • Critical IT systems
• Identify and respond to incidents in real time.
• Minimize disruptions to business operations.
• Maintain service availability and operational stability.

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6. Stakeholder & Team Coordination

• Collaborate with:
  • IT Support Teams
  • Network Engineers
  • System Administrators
  • Software Development Teams
  • Business Units
• Facilitate effective communication and coordination.
• Provide regular updates regarding:
  • Incidents
  • Changes
  • Service performance

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7. Reporting & Documentation

• Generate and maintain reports on:
  • Service delivery performance
  • User access management
  • Change management activities
  • Operational metrics
• Maintain accurate documentation of:
  • Processes
  • Procedures
  • Incident records
  • Change records
• Ensure all deviations are properly authorized and documented.

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8. Continuous Improvement & Compliance

• Evaluate and improve service delivery processes continuously.
• Implement initiatives to enhance:
  • Efficiency
  • Security
  • Customer satisfaction
• Ensure compliance with:
  • Internal policies
  • Regulatory requirements
  • Industry best practices

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Education & Experience

Academic Qualifications

Applicants should possess:

• Degree in:
  • Information Systems
  • Computer Engineering
  • Business Administration
  • Or an equivalent qualification

Added Advantage

• ITIL Certification(s)

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Professional Experience

• Minimum 2 years’ experience in ICT Service Delivery Management.
• Experience within:
  • Banking industry
  • Financial services sector
• Exposure to:
  • Core Banking Systems
  • Branch Support Operations
  • IT Service Management Frameworks

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Technical Knowledge

Candidates should demonstrate knowledge of:

• Banking technologies
• Core banking applications
• Service delivery frameworks
• Current and emerging banking software solutions
• IT governance and operational support processes

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Required Skills & Competencies

Analytical Skills

• Strong analytical thinking.
• Ability to identify root causes and implement effective solutions.

Problem Solving

• Strong troubleshooting abilities.
• Pragmatic and thorough approach to issue resolution.

Communication Skills

• Excellent written communication.
• Strong verbal communication and stakeholder engagement skills.

Project & Team Management

• Experience working with:
  • Large project teams
  • Technical specialists
  • Administrative support teams
  • Third-party vendors

Decision Making

• Ability to determine when escalation is required.
• Strong judgment and prioritization skills.

Customer Service Orientation

• Understanding of customer service principles.
• Ability to maintain high service standards.

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How to Apply

Interested candidates should send:

• Updated CV
• Cover Letter

to:

📧 hrrecruit@eximbank.co.tz

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Important Notes

• Only shortlisted candidates will be contacted.
• Female candidates and persons with disabilities are strongly encouraged to apply.
• Exim Bank is an equal opportunity employer committed to diversity and inclusion.

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Contact Information

📞 0800 780 111

🌐 Exim Bank Tanzania Official Website

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Application Deadline: 10 June 2026