Service Management Team Leader

Stanbic Bank Kenya is a financial institution providing banking and financial services.

To lead the Service Operations Centre (SOC) in ensuring the continuous availability, performance, and stability of enterprise IT services. The role drives operational excellence through effective incident, problem, and service management practices, enhances observability and monitoring capabilities, and ensures robust operational governance and reporting. Working closely with internal stakeholders and external vendors, the incumbent fosters strong cross-functional collaboration, strengthens service resilience, and develops team capability to deliver reliable, secure, and customer-focused 24/7 IT operations.

1. First Degree in Information Technology, Computer Science or related field
2. ITIL Foundation/Intermediate certification is preferred.
3. 3-4 years of experience in IT operations/Service operations centre, with at least 1 year in a supervisory role.
4. Proven track record in leading 24/7 Service Operations Centre, ensuring the stability, availability, and reliability of enterprise IT services.
5. Understanding of the various IT disciplines and how they relate to each other.
6. Experience gained in analysing statistics and other data, interpreting and evaluating results, and creating reports and presentations for use by others.
7. Skilled in monitoring and observability, leveraging tools such as Prometheus, Instana, Grafana or equivalent platforms to maintain transaction health dashboards and proactively detect anomalies across core banking applications.
8. Effective in vendor and cross-functional coordination, managing relationships with infrastructure, cybersecurity, application support, and third-party providers to resolve issues and maintain service quality.
9. Experience in fast‑paced, mission‑critical environment, strong background in banking systems operations, including core banking platforms, payment gateways, transaction monitoring, and regulatory compliance systems.
10. Demonstrated ability to produce and manage operational reports and metrics, including daily dashboards, SLA compliance reports, and executive summaries for IT leadership.
11. Strong background in governance and compliance, ensuring adherence to ITIL frameworks, SLA/OLA commitments, and regulatory requirements specific to financial institutions.
12. Behavioural Competencies: Articulating Information, Checking Things, Documenting Facts, Establishing Rapport, Examining Information, Following Procedures, Interpreting Data, Team Working.
13. Technical Competencies: Business Continuity and Disaster Recovery Planning, Business Process Improvement, Data Analysis, Data Integrity, Project Administration Skills, Project Maintenance.