Service Delivery Officer at Diamond Trust Bank

The Officer oversees a number of key functions within the IT department that enhances the...

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Company Overview

With over 130 branches in Kenya, Tanzania, Uganda, and Burundi, some of which are 24/7 digital branches, DTB is committed to enabling people to advance with confidence and success. The Bank’s heritage and values are articulated in its brand promise, Achieve More, and brought to life through an engaged diverse workforce.

Job Summary

The IT Service Delivery Officer oversees a number of key functions within the IT department that enhances the delivery of a high-quality service to end users. Ensure Service Support and Service Delivery processes are in place to meet business needs.

The Service Delivery officer will work as a part of the IT Service Management group to oversee the delivery of IT Services delivered within the Bank.


  • Drive quality and improvement of the IT Services in link with the KPI defined in the SLAs.
  • Work closely with all IT Teams to improve the quality given to our employees and customers.
  • Help on the creation of Service Level Agreement and Operational Level Agreements.
  • Monitor, control and support Service Delivery; ensuring systems and procedures are in place and followed.
  • Create monthly Service Delivery reports.
  • Drive Service Delivery meetings covering performance, service improvement, security requirements and other ITSM processes.



  • Minimum of Bachelor Degree in the Computer Sciences or its equivalent from a reputable higher learning Institution.

Work Experience

  • Minimum of 3 years of experience in an IT Service Delivery role.
  • ITIL certification is an added advantage.
  • Relevant experience with distributed teams in branch.

Preferred Qualifications

  • Strong analytical skills and able to interpret information from numerous sources to prepare and present reports.
  • Detail-oriented and able to find focused solutions to business problems.
  • A passion for Service Improvement.

How To Apply: Applications should be submitted to recruitment2023@diamondtrust.co.tz.

For More Information on the vacancy click here.

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