Manage day-to-day delivery of technology services to ensure high availability, performance, and reliability of production systerns.

Oversee a 24/7 service delivery operation, ensuring continuous system availability, swift incident response, and minimal service disruption

Own, enforce, and monitor SLAS, OLAs, and KPIs.

Oversee helpdesk ticket management and change management processes to ensure timely issue resolution and minimal business disruption.

Ensure effective system monitoring, including integrations, digital platforms, end-of-day processing, backups, and restores.

Coordinate first-line and service support teams to meet agreed service standards.

Act as the primary point of contact between Technology Services and business units.

Engage with Product Owners, Operations, and Business Heads to understand service requirements and priorities.

Ensure business requirements are documented, reviewed, and transitioned into operational support.

Facilitate user acceptance testing, service handover, and post-Implementation reviews.

Ensure compliance with regulatory requirements, internal policies, and audit standards within the fintech and banking environment.

Maintain accurate service documentation, logs, and audit evidence.

Participate in risk assessments, disaster recovery planning, and service continuity testing.

Manage relationships with technology vendors, service providers, and integration partners.

Monitor vendor performance against contractual SLAs and escalate service issues as required.

Support vendor onboarding, contract renewals, and service performance reviews.

Manage service delivery within approved operational budgets.

Track, analyze, and report service performance metrics and drive continuous improvement.

Lead and manage the Technology Service Delivery team.

Set performance objectives, conduct performance reviews, and provide coaching and mentoring.

Identify skills gaps and coordinate training and development initiatives.

Promote a customer-focused, service-oriented, and performance-driven culture.

Act as the primary point of contact between Technology Services and business units.

Engage with Product Owners, Operations, and Business Heads to understand service requirements and priorities.

Ensure business requirements are documented, reviewed, and transitioned into operational support.

Facilitate user acceptance testing, service handover, and post-Implementation reviews.

Ensure compliance with regulatory requirements, internal policies, and audit standards within the fintech and banking environment.

Maintain accurate service documentation, logs, and audit evidence.

Participate in risk assessments, disaster recovery planning, and service continuity testing.

Manage relationships with technology vendors, service providers, and integration partners.

Monitor vendor performance against contractual SLAs and escalate service issues as required.

Support vendor onboarding, contract renewals, and service performance reviews.

Manage service delivery within approved operational budgets.

Track, analyze, and report service performance metrics and drive continuous improvement.

Lead and manage the Technology Service Delivery team.

Set performance objectives, conduct performance reviews, and provide coaching and mentoring.

Identify skills gaps and coordinate training and development initiatives.

Promote a customer-focused, service-oriented, and performance-driven culture.

Honours Degree in Computer Science, Information Systems, Informatics, or a related field.

Minimum 5 years’ experience in IT service delivery, technology operations, or systems support, preferably within fintech, banking, or financial services.

Strong understanding of IT service management principles (ITIL knowledge and Certificate is an advantage).

Experience managing mission-critical systems, digital platforms, and third-party service providers.

Proven ability to manage helpdesk tickets, service performance, and stakeholder expectations in a high-pressure environment.

Strong leadership, communication, problem-solving, and decision-making skills.

Ability to work Independently, take ownership, and deliver results with minimal supervision.

DEADLINE FOR CV SUBMISSION: 11 FEBRUARY 5PM

Email applications to hr@innbucks.co.zw

Indicate the position you are applying for as your email subject reference.

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