Head Of Operations & ICT

Key Responsibilities:

1. Architect and Execute ICT Strategy. Design and implement a forward-looking ICT roadmap aligned with business objectives, encompassing infrastructure modernization, digital transformation, and enterprise system deployment.
2. Infrastructure & Network Oversight. Supervise end-to-end operations of data centers, hybrid cloud environments, LAN/WAN networks, SAN/NAS storage systems, virtualization platforms (VMware, Hyper-V), system performance, and configuration.
3. Business Continuity & Disaster Recovery. Develop and manage Business Continuity Planning (BCP) and Disaster Recovery (DR) protocols. Design robust backup strategies and enforce failover mechanisms to ensure high availability and data integrity.
4. IT Service Management & Performance Monitoring. Champion ITIL-aligned service delivery, implement proactive monitoring tools, and oversee incident management to ensure a secure, high-quality, and performant ICT ecosystem.
5. Policy, Compliance & Risk Governance. Formulate and enforce ICT policies, SOPs, and risk frameworks in line with industry standards (e.g., data governance). Ensure regulatory compliance and safeguard information assets using firewalls, IDS, antivirus, and encryption.
6. Leadership & Team Development. Build and mentor multidisciplinary teams, manage key performance indicators, foster a culture of service excellence, and embed a culture of continuous improvement.
7. Budgeting & Strategic Vendor Management. Lead ICT budgeting (CAPEX and OPEX), manage a procurement lifecycle, evaluate, negotiate contracts, and oversee procurement aligned with strategic goals.
8. Project & Change Management. Drive ICT projects end-to-end using Agile and Waterfall methodologies. Champion business process re-engineering and ensure seamless adoption of new technologies.
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9. Oversee core operational areas such as payments, TIPS/TISS, Call Center redesign & reporting, branch operations and back-end support, branch audit management, and customer support functions like branch operations and clearing.
10. Develop and enforce operational policies, risk frameworks, and control measures. Ensure a strong adherence to regulatory requirements.
11. Ensure high-quality customer-centric operations across all service channels both digital and physical.
12. Inspire and guide operations teams, fostering a culture of high performance and ownership.
13. Manage operational risk via reconciliations, incident tracking, and control self-assessment.
14. Continuously monitor KPIs and customer feedback to identify improvement areas and drive service quality.
15. Lead the development and execution of business continuity plans and manage ongoing monitoring of SLAs and performance metrics.
16. Promote continuous improvement through process re-engineering, automation, cost optimization, and workflow efficiency.
17. Build operational capabilities through hiring, training, performance development, and succession planning.
18. To carry out any other related duties as may be assigned by the Supervisor.

Qualifications

• A bachelor’s degree in computer science, information technology, information systems, or a related field.
• Master’s degree is considered a strong advantage, with a minimum of 10 years of experience in ICT and operations.
• At least 5 years in a senior leadership role, preferably in a banking sector or financial institution.
• Professional Certifications required: CCNA, CISA, MCSE.

SEND YOUR CV TO:
Managing Director: hr@maendeleobank.co.tz
APPLY BEFORE: 18th SEPTEMBER 2025