Senior IT Service Delivery Officer (Incident & Request Management)

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Senior IT Service Delivery Officer (Incident & Request Management)

Dashen Bank

ICT

Computer Science and Information Technology

Addis Ababa

1 Position

2025-08-18

2025-08-22

Required Skills

computer science

Fields of study

Information Technology

Computer science

Full Time

Job Description

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.

Required 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.

Required Technical Competency

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

Job Requirements

Qualification

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.

How to apply

Apply using THIS LINK

Fields Of Study

Information Technology

Computer science

Skills Required

computer science

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