Equity Bank Limited Job Vacancies For IT Service Delivery Manager, Application Details

Equity Bank Limited Job Vacancies For IT Service Delivery Manager, Application Details

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Key Duties and Responsibilities

System uptime & Availability :


  • Ensure quality IT service availability of 99.99%.
  • Ensure all IT systems are fully redundant
  • Ensure Business continuity planning and management
  • In charge of monitoring, control and support service deliver ensuring strict adheance to established procedures


Issues, Incident & Problem management:

  • Respond to all unplanned and planned service interruptions
  • Leading and supporting the Incident Management team and Proactive communication to Management Team on issue progres and ressolution.
  • Ensure SLA of 100% on all Service Requests.
  • Efficiently and effectively work with the external and internal technical teams to ensure efficient resolution of all system issues and incidents.
  • Ensure that issues with existing functionality are analysed, reported to support and development team and managed to resolution through laid down processes and procedures
  • Develop controls to mitigate the risks when delivery of fix is not visible.
  • Communicate clearly escalation process and matrics to the stake holders
  • Work with PR & communications team to document guidelines for communicating with stakeholder and ensure the guidelines are followedCrisis Management team (CMT):

Crisis Management Team (CMT)

  • Constitute an all inclusive CMT responsible of managing crisis
  • Lead & chair the CMT
  • Develop and implement PnPs to guide the CMT
  • Work with PR & communications team to document he guidelines for communicating with stakeholder and enforce the guidelines.

Change Management

  • Work closely with development, production and projects and IT operations acceptance testing – ensure new systems & products meet set business performance and operational standards.
  • Supporting end to ends tests for all products , new/enhanced functionality in development stage prior to implementation and post launch implementation reviews to ensure set business and operational standards are met
  • Provide product support to Customer Care, Operations, Finance and other internal Sections on functionality issues.
  • Leading and supporting change management and proactive communication to management team till change is completed.
  • Actively participate in all go-to-market phase during product launch & changes to identify IT Operational risk to business.
  • Represent the team in technical/functional meetings with 3rd party and ensure the 3rd party integration to systems meets Equity group standards;
  • Define requirements for implementation to meet specific IT operations needs and liaise with the technical team to ensure correct implementation;
  • Follow up the approval of any system changes in liaison with all stake holders and ensure communication to both executive and stakeholder

IT Operation process improvements

  • Be the IT ambassador working closely with the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Set customer satisfaction goals on customer experience and cosntantly improve the same based on feedback from customers.
  • Continuous review of processes and procedures to ensure they are adequate, functional and conform to ISO Standards and to current and new business rules.
  • Active support and contribution to the bank products roadmap, follow up on implementation of roadmap items & ensure timelines are met as per the plan;
  • Identify new opportunities for system improvements, documentation of the same and final delivery
  • Identify & implement local changes for process improvement, in liaison with internal stakeholders from technical and other departments.
  • Deploy innovative technology that increases customer/client delight
  • Impact assessment of process gaps and identify improvement measure

Demand Forecasting and planning

  • Analyse system capacity and performance trends and identify areas of improvement to minimize business risks
  • Give inputs in the forecast /budget reviews
  • Deliver agreed margin improvement targets and decipher a plan against meeting and monitoring the target outcome
  • Oversee platform issues to ensure input for capacity planning responses’ are within SLA
  • Weekly meeting with Contact Centre & Customer service team to review call trends to identify areas of improvement and act on feedback
  • Develop controls and monitor them to minimize the business risks.
  • Identify the call contributors and work around the same to reduce them.
  • Work closely with CM and branches to support their call reduction initiative
  • Champion continuous improvement of the platform together with IT/Tech and all other teams.

People Management

  • Lead and support in training & Knowledge transfer to IT EBSS team
  • Manage the performance of staff in the department by defining performance indicators, assign tasks, and define goals and objectives for the staff development;
  • Manage and grow talent within the department.


  • Provide weekly performance report for management
  • Delivery & reporting of all KPI’s immediate manager


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Essential Knowledge

  • Ability to execute the above skills with a passion for service improvement
  • Excellent understanding of customer Service and experience delivery in ICT services.
  • Experienced Service Management professional
  • ITIL Qualified and an expert knowledge of ITIL disciplines
  • Proven experience in leading a highly effective service delivery team
  • Previous support in a large diverse environment of incident management, escalation procedures and all matters relating to service delivery.

Critical Competencies

  • Excellent interpersonal skills
  • Excellent and effective communications skills
  • Excellent systems troubleshooting skills
  • Excellent teamwork and organizational skills
  • Ability to demonstrate a high degree of flexibility including shift and out of woking hours
  • Excellent leadership and people management skills with willingness to mentor junior staff
  • Excellent customer facing/customer service skills
  • Able to work under pressure and meet deadlines
  • Able to manage and prioritise and tasks and time efficiently and demonstrate proactive approach to daily tasks.

Education Qualifications

  • University degree in Information technology or equivalent from a recognized university
  • Relevant qualifications in customer experience/ service delivery
  • ITIL Qualifications
  • Minimum five years’ experience in a busy service delivery environment.
  • Proven ability to plan and implement service delivery processes
  • Highly effective and innovative in ways of improving customer experience

How to Apply

Submit your CV and Application on Company Website : Click Here

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