Manager Logical Access Management

CRDB Bank Plc is seeking an experienced professional for the position of Manager Logical Access Management. The role will lead and manage the Service Desk and Logical Access Management (LAM) functions, ensuring efficient first-line ICT support, timely resolution of incidents and service requests, effective user access administration, and a high level of customer satisfaction across the organization.

The successful candidate will provide operational leadership for ICT support services while strengthening access management processes and service delivery. The position requires strong ICT service management experience, leadership capability, and practical knowledge of incident management, user administration, IT service management, and Logical Access Management.

Responsibilities

• Develop and maintain operational procedures, work instructions, and service standards for Service Desk and LAM operations.

  

• Prepare and control the section’s annual CAPEX and OPEX budget.

• Set SMART objectives and conduct performance evaluations for team members.

  

• Lead service improvement initiatives to reduce repetitive requests and service calls.

• Oversee first-line ICT support services and ensure timely resolution of incidents and service requests.

  

• Monitor ticket queues, workload distribution, and service performance to achieve service targets.

• Act as the primary escalation point for high-priority incidents, major service interruptions, and customer concerns.

  

• Manage incidents and service requests from logging and diagnosis through resolution and closure.

• Promote professional, responsive, and customer-focused ICT support.

• Analyse incident and service-request trends to identify recurring problems.

• Improve first-contact resolution and reduce service disruptions.

• Collaborate with ICT support teams, vendors, and stakeholders to resolve user issues.

• Manage user access provisioning, modification, suspension, and deprovisioning across ICT systems and applications.

• Ensure timely processing of access requests.

• Support user onboarding, transfers, and offboarding activities.

• Oversee administration of user accounts and access-related support services.

• Coordinate with business units and system owners to ensure accurate processing of access requests.

• Monitor Logical Access Management performance.

• Improve turnaround times, service efficiency, and customer experience.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, Information Systems, Telecommunications, or a related field.

• Minimum of 5 years of experience in ICT Service Management, ICT Operations, Service Desk, or IT Support.

• At least 3 years of experience in a supervisory or managerial position.

• ITIL v3, ITIL v4, or ISO 20000 Lead Implementer certification.

• Experience managing incidents, service requests, and escalations.

• Experience in Logical Access Management and user administration.

• Knowledge of IT Service Management (ITSM) and Service Desk operations.

• Understanding of Logical Access Management processes.

• Knowledge of ICT systems, applications, and end-user support.

• Familiarity with service management and ticketing tools.

• Understanding of customer support and service delivery best practices.

How to Apply

Interested and qualified candidates should submit their applications through the CRDB Bank careers portal.

CLICK HERE TO APPLY

Application deadline: 3 September 2026.