Senior IT Service Delivery Officer (Incident & Request Management) Full Time NEW

• Senior IT Service Delivery Officer (Incident & Request Management) for Addis Ababa

Vacancy Details

Vacancy Number: DB_EX/HO/050/25
Vacancy Posting End Date: 05/22/2025

Job Summary

• Senior IT Service Delivery Officer (Incident & Request Management) is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. He /she is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. The role holder is responsible for operating the service desk within the Bank’s ICT shared service and be the customer service champion.

Academic and Professional Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Computer Information System or any other equivalent field.
• Professional ICT qualifications such as ITIL is an added advantage.

Experience

• At least five (5) years of IT service delivery management.

Technical Competencies

• Experience in Service Management.
• Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.
• Expert knowledge of ITIL disciplines.
• Excellent customer facing/customer service skills.
• Able to work under pressure and meet deadlines.
• Excellent knowledge of Word, Excel, Outlook and other office applications

Behavioral Competencies

• Interpersonal and cross-cultural skills, including ability to build collaborative relationships with sensitivity to diversity/inclusion.
• Creativity and innovation skills.
• Action oriented.
• Quality focus and attention to detail.
• Professionalism and integrity in line with Dashen Bank values.
• Good oral and written communication skills.
• Critical and analytical thinking and problem solving skills.
• Personal motivation and drive exhibited through commitment to hard work, continuous improvement and achievement of goals.
• Good customer relationship management skills (internal and external customers).
• Risk awareness and focus – demonstrates understanding of risk management practices, standards and regulatory requirements.

Place Of Work

• Head Office, Addis Ababa