Country Service Manager

Atlas Mara

Exciting Career Opportunities

Designation: Country Service Manager

Reporting Line: Country Head of Information Technology

Business Unit: Information Technology

Location: Lusaka

Job Purpose

To manage the overall service desk activities, be present and visible at the service desk and available to users requiring technical assistance.

Key Outputs & Responsibilities
Revenue / Financial – Strategic Position & Growth
  • Develop incident management procedures and keep lost business hours to the bare minimum.
  • Serve as liaison between users and the IT department as well as Customer Experience and the IT Department.
  • Incident management and Problem management.
Customer Excellence
  • Communicating system failures and planned service outages to the business as well as breaches to various sections for quicker resolution.
  • Apply Problem management techniques to determine root cause
Enterprise Risk Management & Governance
  • Log incidences in Accelerate Reporting Tool and send reports to the Risk department for them to close issues.
  • Achieve maximum compliance to Risk and Audit issues for good Risk & Audit rating
  • Administer the Tickets that come to the Service Desk by reviewing all records daily and compiling daily/monthly/quarterly statistics and reporting for IT department and the business in general
  • Creating reports as needed detailing the number of overdue, open and closed tickets, and creating reports that detail capacity management, vendor management, service availability, and backup statuses
  • Provide first line support when workloads are high, or where additional experience is required
Effective people management, teamwork, self-management and alignment with group values
  • Acquire knowledge from various sections such as Banking Applications, Digital Channels, IT Projects and Security sections to be more efficient.
  • Ensure that staffing and skill levels are maintained throughout to ensure resources are available and aligned.
  • Manage diverse teams and skill sets to achieve overall business objectives
  • Achievement of results through strong internal and external partnerships
Experience & Qualifications
  • Grade 12 School Certificate with 5 credits including English and Mathematics
  • Relevant business degree (e.g. IMIS, Computer Science and/or Degree in an Information Technology field).
  • 5+ years’ banking experience with significant exposure to retail products
  • Demonstrated experience in the use of Microsoft Office applications, including Word, Excel and PowerPoint.

Interested Applicants who meet the job requirements should e-mail their CV’s to [email protected]. Only shortlisted candidates will be contacted. For detailed information on the jobs, visit our website at Be sure to include the job applied for in the subject field. Closing date: Wednesday, 14th April, 2021.

Reshaping African Banking

African Banking Corporation Zambia Limited T/A Atlas Mara. Registered Commercial Bank

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