Job Description

We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 270 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of thirteen retail branches spread across the Maltese Islands.‍We are a team of inspired people who believe that opportunities start with a conversation.‍Duties & ResponsibilitiesYou will be responsible for:

• ‍managing the IT support team, including hiring, training, mentoring, and performance management;
• ensuring the IT support team provides timely and effective IT support to the customers, adhering to the service level agreements and quality standards;
• monitoring and reporting on the IT service delivery metrics, such as availability, reliability, incident resolution, customer satisfaction, and service improvement;
• coordinating and collaborating with other IT teams, vendors, and partners to ensure the alignment and integration of IT services;
• managing the IT service delivery budget and resources, ensuring the optimal utilisation and allocation of the IT assets and staff;
• taking ownership of incident and problem management with emphasis for continual service improvement;
• developing and maintaining the IT service delivery policies, procedures, and best practices, ensuring the compliance with the IT governance and security standards;
• managing the IT service delivery risks and issues, ensuring the timely identification, mitigation, and resolution of the potential and actual impacts; and
• establishing and maintaining effective communication and relationship with the customers and stakeholders, ensuring the understanding and satisfaction of their IT service needs and expectations.

Competencies & ExperienceThe potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach.‍You must:

• have a bachelor's degree in IT, Computer Science, Engineering, or at least 5 years of experience in a similar role;
• demonstrate proven track record of managing and leading IT support teams, delivering high-quality IT services, and achieving customer satisfaction;
• have excellent communication, interpersonal, and presentation skills, with the ability to communicate effectively with different levels of customers and stakeholders;
• possess a can do attitude with strong analytical, problem-solving, and decision-making skills;
• have strong planning, and organisation skills, with the ability to manage multiple IT service delivery projects and priorities;
• have strong leadership, teamwork, and collaboration skills, with the ability to motivate and inspire the IT support team and other IT teams;
• possess strong customer service and customer orientation skills, with the ability to understand and meet the customer IT service needs and expectations;
• have strong IT skills, with the ability to use and manage various IT tools and systems, such as IT service management software, IT monitoring software, IT asset management software, etc; and
• Certification in IT service management, such as ITIL would be considered an asset.

‍What we Offer

• Ongoing personal development;
• Preferential interest rates on home loans, personal loans and home value loans;
• Comprehensive support for academic advancement through fully subsidized staff study loans;
• Private clinic health insurance coverage, extendable to dependants;
• Life insurance and personal accident cover;
• Free ophthalmic examinations;
• Private counselling sessions in collaboration with Richmond Foundation;
• Additional half-day leave for birthday celebrations;
• Annual performance appraisals and salary reviews;
• €250 annual wellness allowance;
• Complimentary mammogram screenings for female employees aged over 40 and PSA screenings for male employees aged over 40;
• Flexible work arrangements (role permitting); and
• Various corporate discounts.

BNF Bank plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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