IT Service Manager at BRAC International February, 2024

Career with BRAC International 

BRAC International (BI) is a leading non-profit organization with a mission to empower people and communities in situations of poverty, illiteracy, disease, and social injustice. Founded in 1972, by Sir Fazle Hasan Abed, BRAC is the largest non-governmental development organization in the world, and is present in 15 countries across Asia and Africa today. BRAC designs proven, scalable solutions that equip people with the support and confidence they need to achieve their potential. BRAC’s institutional expertise on various programmes, including health, agriculture, microfinance, education, and youth empowerment, is touching the lives of over 100 million people in the Global South.

BRAC International Holdings B.V. (BIHBV) was set up in 2010 as a private limited liability company under the laws of the Netherlands and is a wholly-owned subsidiary of Stichting BRAC International (SBI). BIHBV is a socially responsible for-profit organisation, engaging people in sustainable economic and income-generating activities. The core focus of BIHBV is to provide microfinance services to people, particularly women, living in poverty in rural and hard-to-reach areas to build their financial resilience and improve the quality of life for them and their families.

BRAC has been one of the pioneers of microfinance since it first started in 1974. BRAC first expanded its microfinance operations internationally in 2002 and now operates in seven countries outside of Bangladesh – Myanmar, Tanzania, Uganda, Rwanda, Sierra Leone, Liberia and Ghana. Together, these seven entities serve more than 800,000 clients, 96% of whom are women.

BRAC International Microfinance’s mission is to provide a range of financial services responsibly to people at the bottom of the pyramid. It particularly focuses on women living in poverty in rural and hard-to-reach areas, to create self-employment opportunities, build financial resilience, and harness women’s entrepreneurial spirit by empowering them economically.

BRAC Rwanda Microfinance Company PLC (BRMCP) was registered with the Rwanda Development Board in September 2018 and was granted a license from the National Bank of Rwanda to operate Microfinance and other financial services to people living in poverty, with a strong focus on women living in rural and hard-to-reach areas in Rwanda. BRMCP is seeking application from competent, dynamic and self-motivated individuals to fill the following position:

IT Service Manager – BRAC Rwanda Microfinance Company   

Employment type: Regular

Salary: Negotiable

Job Location: Rwanda Country Office 


The Manager, IT Service Management will ensure effective and efficient IT services are delivered to users by applying ITIL principles in (1) ensuring compliance of industry best-practice policies and processes at all branch offices (2) coordinating efforts of the other IT teams in the delivery of technology support services such that all stakeholders are working effectively to deliver the services timorously and within departmental budget.

The role will monitor and report on the performance of service partners and work closely with the Head of IT to monitor and guide all staff towards meeting performance targets as agreed in IT SLAs with business users and service providers.

The role is key in driving successful implementation of the one IT Service organization model within BRAC International Microfinance operations.

Major Duties and Responsibilities:

  • Primary custodian of the organization’s Service Desk tool and ensures effective use of the tool throughout the organization.
  • Designs and maintains a set of agreed performance dashboards for IT service delivery to all country offices.
  • Works to ensure execution of regular Customer Satisfaction surveys regarding IT services delivery and takes necessary steps with Head of IT to address areas of concern or weakness.
  • Facilitates and embeds a customer-centric culture in the delivery of IT technical support to all users.
  • Ensures excellent ITSM best practices and standards are adopted and assimilated by all IT staff.
  • Champions the cultural change needed to reinforce the recommended ITSM disciplines and industry best practices.
  • Manages all incident escalations from branches, with primary responsibility for keeping the IT Head abreast with progress on resolution.
  • Oversees the documentation and application of sound and up to date IT principles and compliance with IT policies, standards, and procedure.
  • In charge of drafting and improvement of ITSM processes, policies, and governance to be adopted by all users
  • Monitors Service Level Agreements with IT service partners and regularly report service delivery performance to the Head of IT.
  • Maintaining regular and effective communication with IT teams and service providers
  • High responsiveness in addressing issues raised by users

Additional Responsibilities

  • Develop and maintain own knowledge, expertise, and professionalism.
  • Keep abreast of current developments in microfinance and IT industry.
  • Remain current with organization’s technological requirements and new developments in the industry.
  • Meet personal training and development needs through relevant professional and commercial training and networking. 

Safeguarding Responsibilities:

  • Ensure the safety of team members from any harm, abuse, neglect, harassment, and exploitation to achieve the programme’s goals on safeguarding implementation. Act as a key source of support, guidance and expertise on safeguarding for establishing a safe working environment.
  • Practice, promote and endorse the issues of safeguarding policy among team members and ensure the implementation of safeguarding standards in every course of action.
  • Follow the safeguarding reporting procedure in case any reportable incident takes place, and encourage others to do so.

Key performance indicators.

  • Excellent customer satisfaction survey results
  • Meeting or Exceeding IT Service Level Agreements with all departments
  • Monitoring and reporting on IT Service Provider SLAs 

Knowledge, Skills & Competencies:

  • Broad knowledge of and advanced skills in computer hardware and software programs of diverse functionality. Including but not limited to, communications systems, desktop applications, and network administration programs.
  • Knowledge of the microfinance operations
  • A high degree of interpersonal skill leading and working with various levels of the organization.
  • Adequate oral and written communication skills with the ability to communicate clearly and persuasively, interpret documents, understand procedures, write reports and correspondence; speak clearly to third parties and employees.
  • Ability to handle difficult people and tense situations with diplomacy and tact; spot potential conflict, bring disagreements into the open, encourage debate and open discussion and orchestrate win-win situations.
  • Self-motivated team leader with the ability to adapt and work co-operatively and effectively in different situations and teams to inspire delivery of assigned task.
  • Ability to delegate effectively amongst teams and staff and show commitment to the long-term development of the team members through coaching, mentoring, and the creation of development opportunities.
  • Disposition to share IT knowledge fully and willingly with other employees in the interest of the company.
  • Commitment to the BRAC mission, core values the ability to incorporate the mission and values in the workplace.
  • Proficient in written and spoken English. 

Specific educational qualification



Concentration / Major

Master’s/ Bachelor

Bachelors’ Degree in Computer Science or related field

Experience (Including sector/industry):

  • An IT-related degree and at least 5 years IT service management experience in medium-large financial services environment
  • ITIL Foundation certification is a minimum requirement.
  • Knowledge of Temenos core banking system (T24) is a plus.

Candidates need to send a signed Cover letter in PDF format indicating the title of the position applied for, updated CV mentioning educational and professional qualifications, years of experience, and notarized scan copies of academic qualifications. All those documents should be sent through email: recruitment.rwanda@brac.netApplication deadline is 6th March 2024

Please note that only short-listed candidates will be called for written test and interview. 

BRAC is committed to safeguarding children, young people and adults, and expects all employees and volunteers to share the same commitment. We believe every stakeholder and every member of the communities we work with

has the right to be protected from all forms of harm, abuse, neglect, harassment, and exploitation – regardless of

age, race, religion, and gender, status as an individual with a disability or ethnic origin. Therefore, our recruitment policy and procedure include extensive background checks and disclosure of criminal records in order to ensure safeguarding to the fullest extent.

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