NEW JOB VACANCY - HEAD - IT SERVICE MANAGEMENT/ IT DISASTER RECOVER

 

DIAMOND TRUST BANK - HEAD - IT SERVICE MANAGEMENT

Position: Head – IT Service Management / IT Disaster Recover

Job Purpose Provide strategic leadership and governance for IT Service Management (ITSM) and IT Disaster Recovery (DR), ensuring high service availability, operational resilience, regulatory compliance, and continuous improvement aligned with business needs and best practices.

 

Key Duties and Responsibilities

Build, implement, and improve the Bank’s ITSM framework based on ITIL and industry standards

Own and govern core ITSM processes:

Incident Management

Problem Management

Change Management

Release & Deployment Management

Service Level Management

Capacity & Availability Management

Continual Service Improvement (CSI)

Document, standardize, and enforce consistent application of all ITSM processes

Create and monitor service performance dashboards and KPIs for Executive Management

Lead root cause analysis (RCA) and drive year-on-year reduction in repeat incidents

Champion service maturity through structured reviews and improvement programs

Take executive ownership of Major Incident Management

REQUIREMENTS

Bachelor’s degree in Information Technology, Computer Science, or related field

ITIL Certification (required)

Preferred / advantage certifications:

ISO 22301 or Business Continuity Management

COBIT

Project Management (PMP / PRINCE2)

Relevant risk/governance certification

Head – IT Service Management /IT Disaster Recovery at Diamond Trust Bank

Head – IT Service Management /IT Disaster Recovery at Diamond Trust Bank

Position: Head – IT Service Management / IT Disaster Recovery

Diamond Trust Bank

Job Purpose Provide strategic leadership and governance for IT Service Management (ITSM) and IT Disaster Recovery (DR), ensuring high service availability, operational resilience, regulatory compliance, and continuous improvement aligned with business needs and best practices.

Key Duties and Responsibilities

Build, implement, and improve the Bank’s ITSM framework based on ITIL and industry standards

Own and govern core ITSM processes:

Incident Management

Problem Management

Change Management

Release & Deployment Management

Service Level Management

Capacity & Availability Management

Continual Service Improvement (CSI)

Document, standardize, and enforce consistent application of all ITSM processes

Create and monitor service performance dashboards and KPIs for Executive Management

Lead root cause analysis (RCA) and drive year-on-year reduction in repeat incidents

Champion service maturity through structured reviews and improvement programs

Take executive ownership of Major Incident Management

Requirements

Bachelor’s degree in Information Technology, Computer Science, or related field

ITIL Certification (required)

Preferred / advantage certifications:

ISO 22301 or Business Continuity Management

COBIT

Project Management (PMP / PRINCE2)

Relevant risk/governance certification

Work Experience

At least 5 years in an IT environment

3–5 years in senior leadership or managerial role

Proven track record implementing and managing ITIL-based service management frameworks

Personal Attributes

Strong service-oriented mindset

Structured and independent handling of complex environments

Skill in balancing competing business demands

How to Apply

Send your application letter and CV to: Email: recruitment2026@diamondtrust.co.tz

Application Deadline: 25th February 2026