3 Sep 2014

Service Level Management – Manager Job Vacancies

Equity Bank is the region’s leading Bank whose purpose is to transform the lives and livelihoods of the people of Africa socially and economically by availing them modern, inclusive financial services that maximize their opportunities.

With a strong foot print in Kenya, Uganda, Tanzania, Rwanda and South Sudan, Equity Bank is now home to nearly 9 million customers – the largest customer base in Africa.

Currently the Bank is seeking additional talent to serve in the roles outlined below in the ICT Department:

Service Level Management – Manager
3 Positions

Role Profile: 
Reporting to the General Manager, the service level manager will play the role of service
owner for all aspects of service performance for the service group he or she is accountable for.

Key Performance Indicators

  • Customer and management satisfaction with the particular service group he or she is accountable for.
  • Service group performance against agreed SLA for the service group he or she is accountable for.

Key Responsibilities

  • Define service descriptions and signoff on service catalogue template.
  • Produce and publish service catalogue.
  • Design SLA framework.
  • Determine, document and produce SLRs (Service Level Requirements).
  • Review, negotiate and sign OLAs.
  • Liaise with IT supplier performance management function during UC negotiation.
  • Work with the business department for sign- off and activation of the SLA.
  • Liaise with capacity and availability planners during capacity and availability planning and monitoring.
  • Work closely with service desk analysts on all activities related to service level management and service catalogue management
  • Analysing reports coming from service analysts and drive Service Improvement Plan (SIP)

Candidates Qualifications, Knowledge and Experience

  • A mean grade of at least C+ in KCSE.
  • University degree holder in Computing/IT or equivalent industry experience.
  • 5 years’ experience in IT with minimum 3 years’ experience in IT service management, preferably in a Banking, Finance or Telco environment.

Desired Competencies

  • A good understanding of the overall organization.
  • Knowledge of organizational structure and the business-to-customer relationship.
  • Good communication skills.
  • Service oriented mind-set.
  • Ability to deal with the stress of competing priorities.
  • Good presentational skills.
  • Knowledge of Service level and Catalogue Management.
  • Relationship management skills.
  • ITSM (ITIL) certificate or training.

How to Apply
If you meet the above requirements, submit your application and detailed Curriculum Vitae, quoting the job title on the subject to the email address below by Saturday, 6th September 2014.

Email to:,

Only short listed candidates will be contacted.

Equity Bank is an equal opportunity employer.

We value the diversity of individuals, ideas, perspectives, insights, values and what they bring to the workplace.

No comments :


Enter your email address:

Delivered by FeedBurner