To lead the IT Service Delivery function by ensuring seamless technical support, maintaining ITIL-compliant service standards, and supervising a team of engineers to provide high-availability infrastructure support across the bank’s branch network and head office.
• Service Management & ITIL Compliance:
• ITSM Ownership: Lead the configuration, administration, and optimization of the bank’s ITSM solution, ensuring all workflows (Incident, Problem, and Change Management) are aligned with ITIL frameworks.
• SLA Governance: Define, monitor, and report on Service Level Agreements (SLAs) to ensure timely resolution of technical issues.
• Executive Support: Act as the primary technical point of contact for Executive Management, providing high-priority support for senior leadership.
• Technical Operations & Team Supervision:
• Engineer Supervision: Manage a team of desktop and field engineers providing Level 1 support for Windows 10/11 environments, hardware maintenance, and onsite/remote troubleshooting.
• BVS & Peripheral Support: Oversee the deployment, maintenance, and troubleshooting of Biometric Verification Systems (BVS) and other specialized banking peripherals.
• Security & Compliance:
• Vulnerability Remediation: Coordinate with the Information Security team to patch and remediate vulnerabilities across endpoints and infrastructure.
• User Clearance: Manage the IT offboarding process, ensuring all access rights are revoked and hardware is recovered in compliance with HR and Audit policies.
• Inventory & Asset Management: Maintain a centralized, real-time inventory of all IT assets. Implement monitoring tools to track hardware health and software licensing.
• Project Management & Administration:
• Lifecycle Management: Lead "End of Life" (EoL) hardware refresh projects and large-scale software deployments (e.g., OS migrations, security agent rollouts).
• Financial Coordination: Manage IT invoicing, vendor payments, and procurement documentation, ensuring all financial records are audit-ready.
Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
Experience: * 3–5 years of experience in IT Support/Service Delivery.
• Experience within the Banking or Microfinance sector is highly preferred.
• Proven experience in supervising technical teams and field engineers.
Technical Skills:
• Proficiency in Windows 10/11 Enterprise environments.
• Deep understanding of ITSM tools and ITIL process implementation.
• Knowledge of endpoint security, patching tools, and asset management software.
• Familiarity with banking-specific hardware (BVS, thermal printers, scanners).
Certifications: * ITIL Foundation (Strongly Preferred/Required).
• Microsoft Certified: Endpoint Administrator Associate (is a plus).
Soft Skills
• Strong leadership and team-building capabilities.
• Excellent crisis management and problem-solving skills.
• Ability to translate technical jargon for non-technical stakeholders and executive management.
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
Why Join MMBL ?
This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.