National Information Technology Authority Service Delivery Manager Jobs in Uganda

National Information Technology Authority Service Delivery Manager Jobs in Uganda

The Government of Uganda has secured funding from the International Development Association (IDA) to finance various activities under the Regional Communications Infrastructure Program (RCIP).

The Regional Communication Infrastructure Program (RCIP) Uganda will complement existing country ICT and e-government Infrastructure initiatives by bridging the financing and technical gaps.

The National Information Technology Authority – Uganda (NITA-U) is the Implementing Agency for the project. NITA-U now wishes to recruit suitably qualified and experienced persons to fill the vacancies below.


  • Coordinate the provision of first-level phone, email and remote support on IT related issues and escalate more technical issues requiring location visits to appropriate second-level/expert support teams within the unit.
  • Manage customer expectations through effective communications balancing the needs of the business with those of the customer. This will include administering customer satisfaction surveys to obtain feedback on ServiceDesk efficiency (where necessary).
  • Manage internal knowledge transfers across the various technical functions within NITA-U which includes the maintenance of the IT knowledge base and configuration management database.
  • Supervise the service delivery function and ensure a response to all incoming requests through available channels, utilization of available tools to monitor the Operational Level Agreements as well as Service Level Agreements.
  • Liaise with NITA-U staff to ensure that established IT Quality Assurance systems are effective. Where appropriate, liaise with the Manager, Business Transformation to advice on changes and provide staff with training, tools and techniques.
  • Manage third party supplier relationships to ensure timely support and Service Level Performance. This includes the coordination of; change management, configuration database management, licensing renewal, capacity and risk management.
  • Coordinate the delivery of technical support provided to a wide range of critical applications, ensuring their security, reliability, availability at all times and offering expertise to manage the hosted applications over NBI/EGI.
  • Support the development of service product packages supplied to NITA-U customers, manage customer expectations and offer expert advice on IT service management.


  • Minimum qualification of Bachelor’s Degree
    in Computer Science, Information Systems, Information Technology, Software Engineering, or similar field from a recognised university;
  • At least one professional certification in ITIL or ISO/IEC 20000: IT Service Management is mandatory;
  • Other relevant IT certifications such as COBIT, CISSP, Project Management (PMP, Prince2) etc., will be an added advantage.
  • Master’s degree in Business administration, Business computing, software engineering, information systems, information technology, or computer engineering will be added advantage
  • Demonstrated experience in business intelligence and reporting of IT services related information is required.
  • Project management experience in a large scale enterprise environment is an added advantage
  • Ability to prioritize and co-ordinate work streams/projects to drive delivery of the overall programme objectives and goals
  • Actively facilitates and supports leaders as well as teams through the change process, actively modelling and promoting the desired behaviors and approach

    How to Apply

    Interested candidates should send their resume by Friday, 20th September, 2018

    The Executive Director,
    National Information Technology Authority – UGANDA (NITA-U),
    Palm Courts, Plot 7A, Rotary Avenue (former Lugogo bypass)
    P.O. Box 33151, Kampala-Uganda
    Tel: 0417 801 038/ 0776499031

    Or via email: (application shouldn’t be more than 10MB)

    Applicants must also submit with their application verifiable evidence supporting previous relevant appointments such as appointment letters and employment contracts.

    No application will be accepted without a duly completed and signed standard application form (referred to above) and copies of academic documents. All hand delivered applications MUST be stapled.

    For more information and job application details, see; National Information Technology Authority Service Delivery Manager Jobs in Uganda

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