Current Openings at Equity Bank Kenya

• The Senior Manager, CoE Digital Delivery, will lead the strategic vision, governance, and execution of digital initiatives to enhance ITSM processes, alongside advancing proactive monitoring and observability capabilities.  This role is key in driving automation, digital transformation, and real-time visibility into IT service health to optimize service delivery and ensure business continuity.  
• The incumbent will manage a cross-functional team responsible for ITSM automation, monitoring strategy development, observability tool integration, and alignment with enterprise goals and compliance standards. 

​​​​​​​Job Responsibilities/ Accountabilities: 

• Lead the Digital Delivery CoE function focused on ITSM practices automation and enhancement of monitoring and observability frameworks. 
• Develop and implement a strategic roadmap integrating ITSM digital delivery with advanced monitoring and observability solutions to improve service reliability and user experience. 
• Define standards, best practices, and governance models for ITSM automation, monitoring tools, alerting systems, and observability platforms. 
• Collaborate with stakeholders like Customer Experience (CX) Team, IT Operations, Service Management, DevOps, Infrastructure and Information Security teams to drive integrated digital delivery initiatives. 
• Oversee the implementation and optimization of ITSM tools like ServiceNow, Dynatrace, ELK, SolarWinds or equivalent platforms. 
• Drive continuous improvement by monitoring KPIs, SLAs, incident trends, and system health metrics using data analytics and observability insights. 
• Engage and manage relationships with ITSM tools vendors. 
• Evaluate emerging technologies in monitoring, observability, and ITSM automation. 
• Lead, mentor, and develop a high-performing team of ITSM Tools Experts, Monitoring & Observability engineers. 
• Ensure compliance with IT security, regulatory requirements, and industry best practices across digital delivery and observability initiatives. 
• Champion a culture of innovation, collaboration, and data-driven decision-making within the CoE and across IT teams. 

Qualifications

Essential Knowledge 

• Excellent understanding of ITSM Tools, Monitoring & Observability Platforms. 
• Proficiency in MS Office & Collaboration Tools. 
• Proficiency in computing principles.  

Requirements: 

• University degree in Computer Science, Information Technology, Engineering, or a related discipline.  
• 6+ years of experience in IT Service Management, monitoring and observability, or digital delivery leadership roles. 
• Proven track record leading Centres of Excellence or large-scale digital transformation initiatives combining ITSM automation and monitoring & observability. 
• Strong knowledge of ITIL framework, ITSM tools (ServiceNow, BMC Remedy), and monitoring/observability platforms (Dynatrace, Splunk, Grafana, Prometheus). 
• Experience integrating ITSM with DevOps and Agile delivery models. 
• Skilled in data analytics, incident management, and proactive monitoring strategies. 
• Excellent leadership, communication, and stakeholder engagement abilities. 
• Experience managing vendor relationships and complex projects. 

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• The Senior Manager, IT Asset Management will oversee Equity Group (ITAM) IT Asset Management Program. 
• Working in close coordination with technical teams and cross-functional stakeholders (e.g., Finance & Accounting, Procurement, Information & Cyber Security Risk, Technology Governance & Controls and Vendors), the IT Asset Senior Manager will ensure that Equity Group IT assets are accounted for, deployed, maintained, upgraded, and disposed as per the IT Asset Management policy & procedures and external regulations. 
• The IT Asset Senior Manager will ensure that Equity Group IT Assets deliver value, remain operational & fit for purpose while minimizing costs and risks. 

Job Responsibilities/ Accountabilities: 

• Manage & maintain an accurate and up-to-date inventory of all IT Hardware & Software Assets in the Equity Group Configuration Management Database (CMDB). 
• Provide weekly, monthly & ad-hoc reports on the usage of IT assets / ITAM metrics to senior management and other stakeholders with recommendations to enhance financial and operational performance. 
• Manage & maintain licenses, warranties, and service agreements on behalf of the organization to ensure compliance with vendor contracts, product usage rights, software license agreements & data privacy laws. 
• Maintain processes for proper provisioning, re-purposing and disposals of IT hardware assets. 
• Monitor & manage the life cycle of all ICT assets from procurement to disposal as per IT Asset Management Policy. 
• Develop and maintain positive relationships with internal and external stakeholders including Risk, Audit and compliance. 
• Stay up to date with industry trends and best practices in IT Asset Management. 
• Identify opportunities to optimize usage and performance of IT assets such as software license optimization, hardware consolidation, and vendor contract renegotiation. 
• Ensure compliance with internal policies and external regulations related to IT Asset Management 
• Actively evaluate industry solutions to drive continuous improvement and automation for ongoing asset management activities. 
• Coach, mentor, lead and manage staff performance in the team.

Qualifications

Essential Knowledge 

• Excellent understanding of Major Incident Management procedures. 
• Proficiency in MS Office. 
• Proficiency in computing principles.  
• Prior experience working with Service Desk and Incident Management Tools. 

Requirements: 

• Bachelor’s Degree in Computer Science, ICT or Related Field from a recognized university. 
• ITIL / ISO 20000 Certification. 
• ITIL Intermediate certification(s) is an added advantage. 
• Certification in IT Asset Management will be an added advantage. 
• 5-7 years’ work experience with at least 3 in IT Asset Management.  
• Proficient knowledge in IT infrastructure (hardware, databases, operating systems, local area networks, transaction processing systems). 
• Data Analytics is an added advantage.

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Job Purpose

• To ensure the smooth, secure, and efficient functioning of all card-related services within a financial institution or payment organization within Equity Group. The roleholder also supports the implementation of the overall card strategy by providing technical, operational and business support to the card issuing unit within Equity Bank Group.

Job Responsibilities/ Accountabilities   

• Manage daily operations of debit and credit card processing, including issuance, activation.
• Ensure compliance with internal controls, regulatory requirements (e.g., PCI DSS, AML,) and card scheme standards (Visa, MasterCard, AMEX).
• Oversee reconciliation of card transactions and general ledger accounts.
• Maintain business continuity plans for card processing systems.
• Develop and implement card operations strategies to support revenue growth and operational efficiency.
• Lead initiatives for automation, process improvement, and digital transformation (e.g., tokenization, PIN security, Tap2Pay).
• Collaborate with product, technology, and risk teams to enhance cardholder experience and service delivery.
• Team Leadership & Development
• Supervise card operations staff, including hiring, training, performance management, and career development.
• Foster a culture of continuous learning, innovation, and customer-centric service.
• Promote employee engagement and morale through coaching and mentorship.
• Manage relationships with card scheme providers, payment processors, and fintech vendors.
• Ensure SLAs are met and vendor compliance is maintained.
• Coordinate with internal departments (e.g., Risk, Audit, Internal Controls, Finance) and external regulators.
• Ensure adherence to compliance policies and regulatory reporting.

 Qualifications

Required Skills and Qualifications

• Bachelor’s degree in Business Administration or related field.
• Certification in Visa/MasterCard dispute management and compliance.
• Deep understanding of Visa networks, PCI-DSS, and card payment systems.
• 8+ years in card payments and operations.
• Strong leadership, analytical, and customer service skills.