Division Manager - Client Service Division (CIMM.3)

• Position title: Division Manager - Client Service Division (CIMM.3)
• Grade: PL-2
• Position N°: NA
• Reference: ADB/12/211
• Publication date: 13/09/2012
• Closing date: 27/09/2012

Objectives

The Client Service Division of Corporate Information Management & Methods (CIMM) Department serves as the “face” of the department, and the “one-stop-shop” for ICT services. In addition, it provides quality assurance to ensure ICT services and products meet the needs of the users.

Duties and responsibilities

Under the overall supervision of the Director CIMM, will provide direct supervision of CIMM Client Service Division, which consists of both outsourced team and staff members to support all IT services in the Bank She/He will perform the following duties:

• Manage CIMM Client Technology Services (CTS) group for ADB Call Center, helpdesk, 1st level support, 2nd level support, and onsite support. Act as focal point and owner for CIMM IT incident management. Act as a central department focal point for client escalations including escalation from VIP clients.
• Manage all aspects of client services including: Client Relations, Client Communications, CIMM announcement box, and act as key player in CIMM IT service management. • Develop IT service management strategy; develop and manage consistent metrics for the division related to individual and team performance and productivity, including Key Performance Indicators; and prepare service improvement plan.
• Assist Management in determining the objectives and priorities of the Division, and prepare the work programme consistent therewith together with corresponding administrative budget and monitor its execution.
• Provide weekly report to IT management covering progress against service improvement plans, issues and risks; identify and follow through on the communications & dependency actions for the IT service.
• Responsible for the Bank’s IT asset management. Develop, improve and implement IT asset management process to ensure IT assets are managed accurately and timely.
• Evaluate, develop, and implement IT policies, processes, procedure to improve the efficiency of department and the Bank. Identify, assess, and develop new technology-enabled strategies and solutions that help us better support our customers. Keep informed of the latest industry developments.
• Directly collaborate with other CIMM managers to develop, motivate and provide feedback to the staff.
• Exercise functional and administrative authority over the staff of the Division, ensure appropriate distribution of responsibilities, in consideration skills, strengths and weaknesses, monitor and appraise staff performance, advise on career development and identify training needs.
• Assist user departments in defining the scope and terms of reference of organizational studies and procedures, and in preparing work plans as well as identifying suitable management instructions, provide quality control.
• Provide quality assurance in all organizational changes including policies procedures and ensure compliance with Bank’s standards, and consistency with other changes.
• Maintains the Information Technology, as well as other strategic information technology planning documents.
• Works within a team concept to develop and implement ways to improve the efficiency, effectiveness, and quality of the products and /or services provided to internal and external customers.
• Responsible for providing and maintaining a safe and healthy working environment, requiring subordinates and others to use safety precautions when exposed to dangerous objects, chemicals, extreme temperatures, etc.

Selection Criteria

Including desirable skills, knowledge and experience

• At least a Master’s degree or equivalent in Computer Science, Information Technology, Software Engineer, Technology Management or in closely related disciplines;
• At least 8 years of progressively responsible experience in IT service management (ITIL, ISO, etc.) or IT client management is required, including at least 5 years of experience at management level and at international level. Experience in managing mission critical enterprise ICT services is required. Proven track record of managing and supporting highly complex IT systems (ERP, Financial system, etc.) and service is desirable. Experience in international organization is desirable.
• Excellent knowledge of IT systems design, and development, management, implementation and maintenance of complex information systems.
• Excellent knowledge on managing highly diverse teams.
• Excellent knowledge of IT Service Management and Client Relation Management. Understanding of the underlying concepts of ITIL Production management and Service Delivery
• Excellent knowledge of ITSM and CRM software systems.
• Ability to improve processes and approaches; demonstrates adaptability to changing priorities.
• Keeps abreast of new developments in own occupation/ profession; good understanding of the new technology and industry trend.
• Excellent relationship building skills
• Ability to operate/interact with senior management within business and IT organizations
• Excellent communication skill, both verbal and writing.

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To apply for this position, you need to be national of one of AfDB member countries.

• Submitted by: Harold Akingbade-Taylor, OIC, CHRM.1
• Approved by: Gemina Archer-Davies, OIC, CHRM

Only applicants who fully meet the Bank's requirements and are being considered for interview will be contacted. Applicants will only be considered if they submit an online application, and attach a comprehensive Curriculum Vitae (CV). The AfDB President reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply: www.afdb.org/jobs