Exim Bank Uganda is seeking a qualified and experienced professional to join its team as an IT Service Management (ITSM) Officer. The successful candidate will oversee IT service delivery, governance, and continuous improvement initiatives to ensure high service availability, effective IT support, and customer satisfaction.

Position Details

Job Title: IT Service Management (ITSM) Officer

Job Purpose

The IT Service Management (ITSM) Officer will ensure the effective delivery, governance, and continuous improvement of IT services by overseeing service requests, incident management, problem management, asset management, and change management processes. The role aims to maintain service availability, strengthen IT governance, and enhance user satisfaction.

Key Responsibilities

• Track and monitor the closure of IT audit findings and exceptions across all IT functional areas by maintaining a centralized audit issues register.
• Ensure timely remediation of audit findings, complete documentation, and proactive escalation of overdue actions.
• Prepare and coordinate IT governance and performance reports for the IT Steering Committee, Executive Committee, and Board-level committees.
• Consolidate reports from various IT units into structured and insightful management reports.
• Improve customer experience by overseeing IT support operations and enhancing service delivery processes.
• Ensure timely resolution of user requests and maintain high availability of IT services.
• Generate reports on system uptime, incident response, and service performance.
• Manage IT incidents and service requests while coordinating root cause analysis and problem management activities.
• Support change management processes for system upgrades and updates.
• Define, monitor, and enforce Service Level Agreements (SLAs) with internal departments and external vendors.
• Monitor vendor performance and conduct regular service assessments to ensure compliance with agreed service levels.
• Coordinate training programmes for staff on IT Service Management systems and processes.
• Maintain an accurate inventory of IT assets, including computers, servers, networking equipment, and software licences.
• Utilize IT asset management tools to monitor asset lifecycle, utilization, and compliance.

Qualifications

Applicants should possess:

• A Bachelor’s Degree in Information Technology, Computer Science, or a related field.

Professional certification requirements include:

• ITIL Foundation Certification (Mandatory)

Additional ITIL certifications will be an added advantage.

Experience

Applicants should have:

• A minimum of 3 years of experience in IT Service Management or IT Operations within a financial institution or a similar environment.

Key Skills and Competencies

• Good understanding of ITIL and IT Service Management (ITSM) frameworks.
• Knowledge of IT governance, audit processes, and regulatory compliance.
• Strong analytical, reporting, and documentation skills.
• Vendor and stakeholder management skills.
• Excellent communication and presentation abilities.
• Problem-solving and root cause analysis skills.
• Strong organizational skills with keen attention to detail.

How to Apply

Interested candidates should send their cover letter and updated CV to:

hr@eximbank-ug.com

Use the subject line:

JOB APPLICATION: IT SERVICE MGT OFFICER

Application Deadline

Friday, 10th July 2026 (Close of Business)

Note: Only candidates who meet the minimum requirements will be contacted.