Senior Manager -IT Service Management

ABOUT THE COMPANY

Now present in Kenya, SBM Bank (Kenya) Limited reaches out to more customers' needs through its 10 branches in the country, namely 6 in Nairobi and 4 in Mombasa. Through this acquisition, SBM Group now has its footprint on the African continent.
SBM, a growing international financial institution in Africa, provides a wide range of corporate and commercial banking solutions to its clients. Kenya will definitely be a gateway to Africa for SBM. SBM Bank (Kenya) Limited shall focus its activities on Corporate and SMEs' products and services.

JOB SUMMARY

Qualifications & Experience -5%Required Bachelor’s degree in information technology, Computer Science, or related field (Master’s preferred). 8–12+ years of IT experience, with significant experience in IT Service Management. 5+ years in a leadership or senior management role. Strong knowledge of ITIL (ITIL v4 preferred); ITIL certification required. Experience working in a financial institution or other highly regulated environment. Proven experience managing large-scale incidents and complex IT operations. Certifications such as ITIL Managing Professional, PMP, COBIT, or ISO/IEC 20000. Experience with ITSM tools (e.g., ServiceNow, BMC, Remedy). Knowledge of cloud, cybersecurity, and digital banking platforms.

RESPONSIBILITIES

IT Service Management Leadership -25%Lead and govern ITSM processes aligned to ITIL (Incident, Problem, Change, Release, Request, CMDB, Knowledge). Own the end-to-end service lifecycle for critical business and customer-facing systems. Define and enforce service standards, SLAs, OLAs, and KPIs across IT. Ensure service consistency, reliability, and customer-centric outcomes. Operational Excellence & Major Incident Management -20%Oversee day-to-day IT service operations to ensure system availability and performance. Lead Major Incident Management (MIM), including executive updates and post-incident reviews. Drive root cause analysis and corrective/preventive action plans. Partner with infrastructure, applications, and security teams to resolve operational issues. Governance, Risk & Regulatory Compliance   -15%                                                                                          Ensure ITSM processes comply with financial regulatory requirements (e.g., SOX, PCI-DSS, GDPR, local banking regulations). Support internal and external audits by providing evidence, reporting, and documentation. Embed risk management and controls into IT service management practices. Track, prioritize, and remediate audit findings related to service delivery. Strategy, Transformation & Continuous Improvement - 15