Location: Uganda
Application Deadline: 10th July 2026

Job Summary

EXIM Bank Uganda is seeking an IT Service Management (ITSM) Officer to oversee the delivery, governance, and continuous improvement of IT services. The role focuses on managing IT service requests, incidents, problems, assets, and change management processes to ensure service availability, operational efficiency, and a high level of user satisfaction.

Key Responsibilities

IT Governance & Audit

• Track and monitor the closure of IT audit findings and exceptions.

• Maintain a centralized IT audit issues register.

• Ensure timely remediation, proper documentation, and escalation of overdue actions.

• Prepare governance and performance reports for:

  • IT Steering Committee

  • Executive Committee

  • Board-level Committees

IT Service Management

• Oversee IT support operations to improve customer experience.

• Ensure timely resolution of incidents and service requests.

• Monitor IT service availability and performance.

• Generate reports on system uptime and incident response.

Incident, Problem & Change Management

• Manage IT incidents and service requests.

• Conduct root cause analysis to prevent recurring issues.

• Support change management activities for system upgrades and updates.

• Ensure effective problem management processes.

Service Level & Vendor Management

• Define and enforce Service Level Agreements (SLAs) for IT services.

• Monitor vendor and third-party service provider performance.

• Conduct regular vendor assessments and performance reviews.

• Ensure compliance with agreed service standards.

Training & Asset Management

• Coordinate IT Service Management training programs for staff.

• Maintain an accurate inventory of:

  • Computers

  • Servers

  • Networking equipment

  • Software licenses

• Utilize IT asset management tools to monitor asset lifecycle and usage.

Qualifications

• Bachelor's Degree in:

  • Information Technology

  • Computer Science

  • Or a related field.

Professional Certifications

• ITIL Foundation Certification (Mandatory).

• Higher ITIL certifications are an added advantage.

Experience

• Minimum 3 years of experience in:

  • IT Service Management

  • IT Operations

• Experience within a financial institution or similar environment is preferred.

Required Skills & Competencies

• Strong understanding of ITIL and IT Service Management (ITSM) frameworks.

• Knowledge of:

  • IT governance

  • IT audit

  • Regulatory compliance

• Strong analytical and reporting skills.

• Vendor and stakeholder management.

• Excellent communication and presentation skills.

• Problem-solving and root cause analysis.

• High attention to detail and organizational skills.

How to Apply

Interested candidates should send:

• Cover Letter

• Updated CV

Email: hr@eximbank-ug.com

Subject Line: JOB APPLICATION: IT SERVICE MGT OFFICER

Application Deadline: 10th July 2026

Note: Only shortlisted candidates will be contacted.