General Manager, IT Service Operations at Equity Bank Kenya

Job Responsibilities/ Accountabilities:

• Lead and oversee the day-to-day operations of the Service Monitoring Center (SMC), Service Desk, Incident & Problem Management functions within a 24x7 enterprise environment.
• Serve as the key escalation contact and principal decision-maker for Major Incidents, driving resolution efforts and coordinating communication to various stakeholders.
• Enhance and enforce ITIL-based processes for Event, Incident, Problem & Continual Improvement, and Service Request Management across all IT operational teams.
• Manage and mature Service Desk operations to achieve/exceed first-contact resolution, customer satisfaction and SLA adherence targets.
• Develop Service Monitoring strategies for end-to-end real-time service, system & infrastructure monitoring, proactive issue detection, and incident escalation.
• Lead Post-Incident Reviews (PIRs), drive follow-ups for permanent fixes, preventive actions and address incident recurrences.
• Monitor and report on service KPIs, SLAs, and operational performance metrics to IT leadership and business stakeholders.
• Drive process automation and continual service improvement (CSI) initiatives across all operational towers.
• Ensure compliance with internal controls, security policies, and regulatory standards across operations.
• Collaborate with cross-functional teams, and external partners to improve service resilience and operational capabilities.
• Provide coaching and direction to a team of operational managers and technical staff to build a high-performing operations organization.
• Oversee staff performance, recruitment, development, and support efforts to retain effective teams.

Qualifications

Essential Knowledge:

• Strong understanding of ITIL v4.
• Working knowledge of monitoring tools and IT Service Management platforms.
• Familiarity with infrastructure components, networking, cloud environments, and enterprise systems.
• Experience in vendor and SLA management.