Assistant manager - IT Service Delivery

In this role, the candidate will support the delivery of Level 1 IT services across a large-scale banking environment, covering key technology domains including delivery channels, core banking platforms, internal applications, and user endpoints, serving over 4,500 users.

Key Responsibilities

• Oversee day-to-day IT support operations and ensure timely resolution of incidents and service requests
• Manage escalations and coordinate effectively with internal IT teams and external service providers
• Support and enhance ITSM processes aligned with ITIL best practices
• Monitor SLA/KPI performance and drive continuous service improvement
• Ensure compliance with IT governance, security policies, and regulatory requirements

Requirements

• Degree in IT, Computer Science, or a related discipline
• 6-8 years' experience in IT support/service management with supervisory exposure
• Strong knowledge of ITSM / ITIL practices
• Good understanding of operating systems, database management systems,

  communication networks, and IT security principles

• Excellent problem-solving, coordination, and communication skills
• Experience in a banking or regulated environment will be an advantage