Manager, IT Service Management

MANAGER, IT SERVICE MANAGEMENT

Job Summary

Manager, IT Service Management ensures end-to-end operational service whilst delivering the agreed KPIs. He/She also provides operational support, guidance, and oversight to the SMC Team and is accountable for continuous service improvements, customer relationships and staff management, effective and efficient operational solutions, and Shared Services Management.

Key Responsibilities and Accountability.

Service Desk

• Maintain day-to-day responsibility for the ownership and resolution of issues, incidents, and changes.
• Take overall responsibility for incident, change, and issue management and request fulfillment on the Service Desk.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate implementation of changes to ITSM services to improve metrics.
• Work with management to evolve Service Desk operations and services to address the needs of the department which includes focused about end user functionality that may include Computer or Software consultations, Change and Configuration Management, Problem escalation procedures, Problem resolution, Single point of contact (SPOC) for IT interruptions and tracking capabilities of all incoming problems.
• Ensure internal and external stakeholders are satisfied with the services offered by the team by minimizing business impacts of service failures, proactively monitoring ICT services, resolving incidents and requests with minimal delay, and communicating with the end user in case of service outage.
• Provide a stable and reliable service according to agreed service levels to the business and customers through a transparent and simple Operating Model.
• Define and manage the working relationships with all support partners including Level 2 and Level 3 Support teams, Suppliers, Customer Service, Contact Centre & Operations Service providers, Partners, other 3rd party suppliers to deliver a cost-effective and high-quality service.
• Drive operational excellence through efficient support and operations processes, methodologies, and best practices in an efficient setup at the SMC.
• Manage and steer the performance of internal and external partners using benchmarking and KPIs
• Build strong relationships with the chosen service provider and guide/coach the service provider for problem resolution of complex cross-functional issues where identified.
• Design a robust support setup with 3rd-party suppliers.
• Drive the implementation and own the end-to-end SLA and OLAs through the whole ICT support, ICT, internal suppliers, and external service providers.
• Build strong relationships with senior stakeholders within the Group, ICT Leadership, and the 3rd Party suppliers.
• Focus on maintaining key strategic skills and transferring transactional/executional tasks to the appropriate support parties.
• Create ways of working to ensure that the support team does not compensate for supplier deficiencies.
• Identify and realize cost-saving potential driven by having a continuous service improvement program.

Networks Operations Center Management

• Responsible for the overall performance of the NOC and monitors service delivered by the NOC team for all customers.
• Responsible for the provision and optimization of NOC tools and the execution of the Event and NOC Operation Management processes.
• Requests, compiles, and reviews metrics reports and enforces and improves the policies and procedures.
• Leads constant creativity, innovation, and imagination to enhance efficiency improvements.
• Has financial responsibility for NOC budgeting and cost control, and is responsible for vendor engagement.
• Oversees NOC operations, whose responsibilities include patch management, monitoring, alerting and escalations, and documentation of systems, including infrastructure and applications, in our private and public clouds.
• Develop key dashboards for transparency of reporting uptime and other metrics as identified, and manages projects, and be responsible for migrating infrastructure to private/public cloud.
• Attend service review meetings of the various service providers. Service Level Agreement
• Lead initiatives, with support from service managers, to work with the product delivery groups and third parties to define and agree appropriate service levels/KPIs
• Responsible for providing Reports on SLA compliance, Service Desk Metrics, and IT assets
• Understands the implications of requests to change the level of service or the functionality that a service provides
• Translates the business requirements provided by the internal stakeholders into service level requests for the service providers
• Negotiating Service Level Agreements and ensuring that they are met and ensuring that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level targets.
• Responsible for Service Level Management needs for IT, working closely with project managers, head office SLA liaisons and branch clients to ensure service levels are met and exceeded.
• Perform any other duty assigned.

Core skills required

• Knowledge of the Utility Industry Intermediate level computer skills in Microsoft Office Suite, including expertise in MS Excel
• Knowledge and experience in modern practices for IT Service Management Governance and operations in medium to large banks to guide quality improvements and service management procedures. • Excellent communication skills to be able to have detailed and complex conversations/ negotiations with senior management, internal and external stakeholders
• Demonstrated ability to lead others in understanding, accepting, and demonstrating safety standards and procedures Negotiation Skills and Strategic Thinking
• Understand IT service management and governance within a corporate environment (Advanced)
• Practical experience in the implementation of IT policies and procedures.
• Experience in the monitoring of IT risk and security controls to ensure compliance)
• Relationship skills that will facilitate positive behaviors, establish

QUALIFICATION, SKILLS AND EXPERIENCE

• Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Electrical / Electronic Engineering, Telecommunications, or any other IT-related field
• Professional Certification or Training in any one of the following areas is required.
• IT Governance & Service Level Management, i.e., ITIL, COBIT, or equivalent OR
• Project Management (Prince II or PMP Certification or equivalent), ITIL Manager Certification, or Equivalent
• Minimum 4 years’ experience in IT exposure
• Minimum of 3 years’ experience in the implementation of ITIL Processes (Incident, Problem, Change, Release, Service Management.
• Minimum of 3 years' service management experience
• Minimum of 3 years’ experience in a Leadership role
• ITIL Governance Framework Desired Skills
• Information Technology Infrastructure Library (ITIL) certification
• A minimum of 5 years’ experience in Service management and in a banking or financial services organization would be an added advantage
• Project Management skills / Certifications desirable
• Financial management skills
• Postgraduate qualifications in Computer Science, Business Administration, Information Systems, or a related Postgraduate degree will be an added advantage.

If you meet the above requirements, submit your application by 17th September 2026. Please include an updated Curriculum Vitae, copies of the relevant certificates and testimonials.

All applications should be in soft copy and through the Link Indicated below, and only shortlisted candidates will be contacted:

Link: https://equitybank.taleo.net/careersection/ext_new/jobsearch.ftl

Equity Bank is an equal opportunity employer. We value the diversity of individuals, ideas, perspectives, insights, values, and what they bring to the workplace.