Senior Manager – ITSM & Quality Control

About the role

The Senior Manager – ITSM & Quality Control will lead the daily oversight, governance, and continuous improvement of the bank’s IT Service Management processes. Working closely with internal and cross‑functional teams, the role ensures that ITSM tools and frameworks are fully optimized to support the Digital Bank’s growth and service excellence.

Key responsibilities

• Manage and support assigned ITSM processes to deliver seamless IT services aligned with organizational objectives.
• Act as primary contact for vendor relationships, driving timely incident and problem resolution.
• Participate in a 24x7 on‑call rotation to address critical IT service disruptions.
• Monitor, assess, and enhance the quality of IT services to meet evolving business requirements.
• Gather, prioritize, and balance incoming business demands, maintaining a dynamic request pipeline.
• Provide expert consulting and troubleshooting for complex IT infrastructure issues.
• Enforce information security policies and related controls across departmental activities.

Required profile

• Minimum five years of experience in IT Service Management or related fields.
• Preferred tertiary qualification in Computer Science, IT, Engineering or a related discipline.
• Proven experience managing vendor relationships and participating in on‑call rotations.
• Strong understanding of ITSM governance, process improvement, and quality assurance.

Required skills

• Regulatory incident reporting
• Jira Service Management
• ITSM processes
• Database Management
• Change Management