IT Operations Supervisor


Job Summary

To manage the delivery of quality IT services that satisfy business needs and meet performance targets specified within service level agreements.

  • Minimum Qualification: Bachelor
  • Experience Level: Senior level
  • Experience Length: 5 years

Job Description

Duration : Permanent Contract

Organisational Unit: Farmer Services Unit (FSU), Ibero Uganda Limited.


1.0 Background

Ibero Uganda Ltd. is a company of the Neumann Kaffee Gruppe and one of the leading exporters of high-quality coffee, with warehouses and processing facilities in Kampala and out-stations in all major coffee-growing regions of Uganda. Since 1994, when the company was founded, Ibero Uganda Ltd. has been working towards better integration in the local market, and has become a professional, long term faithful trading partner in the coffee sector. Over the years, Ibero Uganda Ltd. has developed an export operation that has placed us in a privileged position as one of the most reliable exporters of carefully selected, properly processed Ugandan Coffee. Our commitment towards the development of the coffee industry is unwavering and we are proud to share our success in the promotion of Ugandan coffee.

In line with the above, Ibero Uganda Ltd. has set up its BLOOM department, as the sustainable buying strategy for Ibero Uganda. The Farmer Services Unit belongs to the BLOOM department, with the view to improve access to fertilizer input for coffee growing farmers in Uganda. The objective is to improve farmers’ livelihood through boosting coffee production and better integration of coffee farmers in the coffee export value chain. In order to be efficient while working with coffee smallholders, Ibero Uganda Ltd. has developed innovative IT environment. The Farmer Services Unit at Ibero is therefore interested in recruiting one IT Operations Supervisor to support this intervention.

2.0 Objective of Assignment

To manage the delivery of quality IT services that satisfy business needs and meet performance targets specified within service level agreements.

Provide operational support of IT Services to Field teams and Customers.

Responsible for the processes and controls for managing suppliers and other 3rd parties for delivery of goods and services.

Responsible for the sound operation of the various software, and their interfaces.

Shall ensure the MIS are updated and must use the appropriate statistical tools to graphically depict the performance of the FSU.

Responsible for coordination with mobile network operators and mobile payment aggregators in ensuring smooth communication with them.

Shall lead and manage the IT Team.

3.0 Reporting Lines

The IT Operations Supervisor reports to the Farmer Services Unit Manager.

4.0 Responsibilities and Tasks

The main responsibilities and duties of the IT Operations Supervisor are outlined below.

i. Coordinate the provision of the first-level phone, email, and remote support on IT related issues and escalate more technical issues to appropriate second-level/expert support teams within the unit.

ii. Manage customer expectations through effective communications balancing the needs of the business with those of the customer.

iii. Manage internal knowledge transfers across the various technical functions within Ibero Uganda which includes the maintenance of the IT knowledge base and configuration management database.

iv. 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.

v. Coordinate the delivery of technical support provided to a wide range of critical applications, ensuring their security, reliability, availability always and offering expertise to manage both in house and cloud applications as well as mobile operators.

vi. Support the development of service product packages supplied to Ibero customers, manage customer expectations and offer expert advice on IT service management.

vii. Lead the IT team and ensure smooth cooperation between the members of the team

viii. Supervision and modelling of MIS function to ensure accurate and prompt reporting to facilitate business decisions.

ix. Upgrade and adopt the database system for effective and efficient performance.

x. Managing the Overall IT Application, Server, Network, cloud and Database infrastructure to ensure up time of services in order to ensure business continuity.

5.0 Qualifications, Competences and Experience

Candidates should have the following qualifications, competencies and experience:

5.1 Qualifications

i) Bachelor’s degree in Computer Science/ Information Technology or any other IT related field.

ii) Minimum of five years of professional experience, preferably directly in the field of IT related field, MIS and/or mobile network operator, Finance, IT Operations.

iii) At least one professional certification in ITIL or ISO/IEC 20000: IT Service Management is mandatory.

iv) Other relevant IT certifications such as SQL, COBIT, CISSP, Project Management (PMP, Prince2) etc., will be an added advantage.

v) Master’s degree in Business administration, Business computing, software engineering, information systems, information technology, or computer engineering will be added advantage.

5.2 Competencies

i) Demonstrated experience in business intelligence and reporting of IT services related information is required.

ii) Technical Knowledge in Database, Application, Cloud, and Server Management.

iii) Demonstrated experience in managing and mentoring teams, clients and partners.

iv) Project management experience in a large-scale enterprise environment is an added advantage

v) Ability to prioritize and coordinate work streams/projects to drive delivery of the overall programme objectives and goals

vi) Actively facilitates and supports leaders as well as teams through the change process, actively modelling and promoting the desired behaviors and approach.

vii) Fluency in Luganda

5.3 Experience

At least five years of working experience in IT Service and Operations Management, three of which should have been at the supervisory level.


6.0 Duration of Assignment

The successful candidate shall be engaged under a permanent contract, subject to satisfactory performance after a probationary period of 6 months.

7.0 Other Required Skills and Competences

i) Communication: Very good communication skills (spoken and written), including the ability to communicate effectively with diverse audiences on IT-environmental related matters, good negotiation skills and to prepare a variety of written documents, contracts, reports, etc. in a clear, concise manner.

ii) Leadership and Teamwork: Very good interpersonal skills and ability to establish and maintain effective working relations with people in a multi-cultural, multi-ethnic environment with sensitivity and respect for diversity.

iii) Integrity: Must be a person of proven honesty and does not tolerate corruption and unethical behaviours in all its forms and manifestations.

iv) Innovation: Must be a person with ability to seek new ways of doing things efficiently to deliver value to our customers.

v) Customer Centricity: Must be a person who strives to satisfy customers and clients. Should be able to understand what the customer wants and delivering it flawlessly.

vi) Quality: Must be a person who thinks of quality and continuous improvement in his/her work.

8.0 Application procedure:

Interested applicants who meet the job requirements and with the right personal attributes are invited to submit a cover letter, supported by curriculum vitae, copies of certificates and testimonials to: and copy Subject of the mail shall be: “IT Operations Supervisor”.

Deadline: 20th May 2020


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