IT Service Delivery Officer at Ecobank Professional

, , Rwanda -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Incident Resolution, System Maintenance, ATM Systems, POS Systems, Network Infrastructure, PCI DSS, Troubleshooting, Communication, Documentation, User Support, Security Protocols, Collaboration, Vendor Coordination, Performance Metrics, Audit Assessments

Industry

Financial Services

Description

Job Title: IT Service Delivery Officer Department: Operation &Technology Reports To: Head of Technology Job Type: Full-time Location: Kigali, Rwanda Application Deadline: October 13th, 2025, by 6:00PM Office location: Kigali Plot 314, Avenue de la Paix About Ecobank Ecobank is the leading pan-African banking group, operating in 35 African countries, with 4 representative offices outside Africa: Paris, London, Dubai, and Beijing. We are committed to driving financial integration and economic transformation through accessible, innovative, and inclusive banking solutions. In Rwanda, we play an essential role in enabling businesses to grow, trade, and thrive in a rapidly evolving economy. Our Values – We Live RACE IT Our culture is rooted in a shared set of values that define how we work, lead, and grow together: Respect: We treat others with dignity and listen actively. Accountability: We own our responsibilities and deliver on our promises. Customer Centricity: We put clients at the heart of every decision. Excellence: We strive for high performance and impactful results. Integrity: We do the right thing—always. Teamwork: We believe in collaboration across teams, countries, and cultures. Together, we RACE IT — with courage, purpose, and a shared vision for a stronger Africa. Role Summary: The IT Service Delivery Officer is responsible for ensuring the smooth operation and support of critical banking infrastructure, specifically ATMs and POS systems. This role also provides backup support for the Network Administrator and Helpdesk functions, ensuring continuity of service and rapid incident response. The officer must be well-versed in payment standards, particularly PCI DSS, to maintain compliance and safeguard customer data. Key Responsibilities: ATM & POS Management Monitor, maintain, and troubleshoot ATM and POS systems across the network. Coordinate with vendors and service providers for hardware/software upgrades and issue resolution. Ensure high availability and performance of transaction systems. Network & Helpdesk Backup Provide backup support for network administration tasks including configuration, monitoring, and maintenance of network devices. Assist in resolving user issues escalated from the Helpdesk, ensuring timely and effective support. Participate in system upgrades, patching, and routine maintenance activities. Security & Compliance Implement and enforce security protocols aligned with PCI DSS and other relevant standards. Conduct regular audits and vulnerability assessments on ATM/POS’S systems. Collaborate with the security team to address risks and ensure compliance with internal and external regulations. Service Delivery & Reporting Track and report weekly on service performance metrics and incident resolution times. Maintain documentation for systems, procedures, and support activities. Support IT projects and initiatives related to service delivery improvements. Internal Relationships: Collaborate with all departments to provide IT support and ensure smooth operations. Works closely with IT colleagues on system maintenance and issue resolution. Engages management on system performance and improvement needs. External Relationships: Coordinates with vendors and service providers for IT solutions and maintenance. Interfaces with regulatory or audit bodies on compliance matters. Liaises with Group or Regional IT teams for escalations and policy alignment. Qualifications & Skills: Bachelor’s degree in information technology, Computer Science, or related field. 2-3 years of experience in IT service delivery, Helpdesk support and Network support preferably in financial services. Strong knowledge of ATM/POS systems and network infrastructure. Familiarity with PCI DSS and other IT security standards. Excellent troubleshooting, communication, and documentation skills. Ability to work independently and as part of a cross-functional team. CCNA and other network and helpdesk certificates add value. Skills and Capabilities: Proficient in IT service management, incident resolution, and system maintenance. Strong understanding of network, hardware, and software operations. Skilled in prioritizing tasks, managing service requests, and ensuring timely delivery. Personal Attributes Results-oriented, ethical, and client-focused. Adaptable and organized with a proactive mindset. Confident communicator who thrives in collaborative environments. What You’ll Get An inclusive and growth-driven workplace. Regional exposure and career development opportunities. Performance-based incentives and a supportive team culture. The chance to make a meaningful contribution to Rwanda’s corporate banking space. To Apply Submit your application by October 13th, 2025 before 6:00PM via our career’s portal. Click here to apply: https://shorturl.at/HmYpF Diversity, Equity & Inclusion Commitment Ecobank is committed to providing equal opportunities to all and fostering an inclusive and diverse workplace. To this end, we encourage applications from individuals regardless of their nationality, race, gender, age, social class, religion, beliefs, and disability while fully adhering to the local laws and regulations established where Ecobank operates. Women are strongly encouraged to apply. We ensure fair treatment and equal opportunity in every step of our recruitment process. Recruitment Integrity Only shortlisted candidates will be contacted. Employment is conditional upon successful background checks and verification. All offers of employment are subject to satisfactory references.

Responsibilities

The IT Service Delivery Officer is responsible for ensuring the smooth operation and support of critical banking infrastructure, specifically ATMs and POS systems. This role also provides backup support for the Network Administrator and Helpdesk functions, ensuring continuity of service and rapid incident response.