Equity Bank, a leading bank in the region, is looking to fill three Service Level Management – Manager positions in its ICT Department.
The bank has a strong presence in Kenya, Uganda, Tanzania, Rwanda, and South Sudan, serving nearly 9 million customers, the largest customer base in Africa.
Job Description ¶
The successful candidate will report to the General Manager and be responsible for service performance for their designated service group.
Key Performance Indicators include customer and management satisfaction with the service group, as well as service group performance against agreed Service Level Agreements (SLAs).
- Customer and management satisfaction with the particular service group.
- Service group performance against agreed SLA for the service group.
Responsibilities ¶
- Define service descriptions and sign off on service catalogue templates.
- Produce and publish service catalogues.
- Design SLA frameworks.
- Determine, document, and produce Service Level Requirements (SLRs).
- Review, negotiate, and sign Operational Level Agreements (OLAs).
- Liaise with IT supplier performance management functions during Underpinning Contract (UC) negotiations.
- Work with business departments for sign-off and activation of SLAs.
- Liaise with capacity and availability planners during capacity and availability planning and monitoring.
- Collaborate with service desk analysts on service level management and service catalogue management activities.
- Analyze reports from service analysts and drive Service Improvement Plans (SIPs).
Candidate Requirements ¶
- A minimum mean grade of C+ in KCSE.
- A university degree in Computing/IT or equivalent industry experience.
- At least 5 years of experience in IT, with a minimum of 3 years in IT service management, preferably in banking, finance, or telecommunications.
Desired Competencies ¶
- A good understanding of the overall organization.
- Knowledge of organizational structure and business-to-customer relationships.
- Effective communication skills.
- A service-oriented mindset.
- Ability to manage competing priorities and stress.
- Presentation skills.
- Knowledge of Service Level and Catalogue Management.
- Relationship management skills.
- IT Service Management (ITIL) certification or training.
To apply, submit an application and detailed Curriculum Vitae, quoting the job title, to [email protected] by Saturday, 6th September 2014. Only shortlisted candidates will be contacted.
Equity Bank is an equal opportunity employer, valuing diversity and individual contributions to the workplace.
