The Director Monitoring, Reporting & Risk Management is responsible for leading the monitoring, reporting, and operational risk management functions for digital services. The position oversees service performance monitoring, operational reporting, performance analytics, and service-level reporting to ensure effective delivery, continuous improvement, and informed decision-making. The Director also monitors operational risks, service issues, and performance trends, supporting the Director General in maintaining efficient, and high-quality digital service delivery.
Qualification: Minimum sixteen (16) years of education with a Bachelor's degree or a Master's degree will be preferred. Professional certifications such as PMP or equivalent will be considered an added advantage.
Experience: Minimum 10-12 years of experience in portfolio monitoring PMO Operations, with at least 3-4 years in a senior role.
Core Competencies: Leadership & Direction; Analytical Thinking; Stakeholder Management; Communication. Role-Specific Competencies: Planning; Monitoring & Evaluation; Risk & Performance Reporting; Capacity Development & Training Needs Assessment.
Duties and Responsibilities
• Lead and oversee the Monitoring, Reporting & Risk Management function responsible for monitoring the performance, availability, and operational effectiveness of digital services.
• Establish and maintain monitoring frameworks, reporting mechanisms, and performance indicators to assess service delivery, operational efficiency, and achievement of agreed service levels.
• Oversee the preparation and consolidation of operational dashboards, service performance reports, management information, and performance analytics for senior management. Monitor service performance, operational metrics, service availability, and key performance indicators, ensuring timely identification and escalation of operational issues.
• Develop and maintain reporting standards, monitoring procedures, and performance measurement frameworks to promote consistency, transparency, and accountability across managed services.
• Coordinate with service delivery teams, infrastructure teams, application support teams, and other relevant stakeholders to ensure timely submission, validation, and consolidation of operational performance information.
• Supervise the monitoring and reporting team, providing leadership, guidance, and oversight on performance measurement, reporting methodologies, and operational monitoring practices.
• Promote continuous improvement of monitoring, reporting, and service performance management processes through the adoption of best practices, automation, and operational analytics.
• Prepare and present periodic operational performance reports, service dashboards, risk summaries, and recommendations to the Director General to support operational decision-making and service improvement initiatives.
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