Manager IT Services at HFC Kenya

Company: HFC Kenya Qualification: Bachelor's Degree Experience Length: 72 Months Job Location Type: In-Person Country: Kenya Region: Nairobi Experience Level: Mid Level Industry: Financial Services Function: Manager

About the Company

HFC Limited, the banking and property finance subsidiary of HF Group, is a leading financial institution in Kenya, renowned for its innovative approach to banking and commitment to customer excellence. As part of its growth strategy, HFC is focused on leveraging technology to deliver exceptional services to both internal and external customers.

Job Purpose

The IT Service Manager will oversee the planning, scheduling, and measurement of IT services to ensure optimal service delivery. The role focuses on improving service quality, customer satisfaction, and operational efficiency by aligning IT services with business objectives and implementing IT service management best practices.

Key Responsibilities

Strategic IT Service Management

  • Build and maintain strategic relationships with internal departments, partners, and suppliers.
  • Define, negotiate, and track SLAs for IT services with business units and third-party providers.
  • Provide inputs into IT strategic planning and budgeting, ensuring service-related themes are addressed.

Service Delivery and Performance Monitoring

  • Ensure consistent monitoring and support for all systems to maintain high levels of IT service availability.
  • Carry out performance measurements (MI reporting, trend analysis, KPIs) to monitor SLA adherence.
  • Regularly audit the IT Configuration Management Database (CMDB) to ensure up-to-date infrastructure data.

Process Development and Improvement

  • Define, implement, and oversee IT change management frameworks (e.g., ITIL, COBIT) to minimize disruptions.
  • Continuously improve IT service management tools and processes based on industry best practices.
  • Promote a quality and risk management culture within IT services.

Collaboration and Vendor Management

  • Lead performance reviews with IT suppliers to meet service management objectives.
  • Manage escalated issues and coordinate responses from diverse IT service providers.
  • Monitor and ensure third-party IT service suppliers meet contractual targets and business expectations.

Reporting and Communication

  • Maintain and regularly update the IT services catalog.
  • Generate periodic reports on service performance, availability, and SLAs for IT customers and senior management.

Key Competencies and Skills

Technical Competencies

  • Expertise in ITSM tools such as ServiceNow or Jira Service Management.
  • Strong knowledge of database management systems and banking applications.
  • Experience with monitoring, performance optimization, and data analytics.
  • Proficiency in project management tools and vendor coordination.

General Competencies

  • Results-oriented with excellent interpersonal and communication skills.
  • Proven ability to adapt to changing technologies and industry trends.
  • Strong analytical skills to address challenges and identify opportunities.
  • Experience managing multiple projects with varying scopes and deadlines.

Leadership Competencies

  • Ability to inspire and motivate teams with a clear technology vision.
  • Proven skills in mentoring and developing team members.
  • Strong stakeholder management and relationship-building capabilities.
  • Solution-oriented mindset, focused on aligning IT with business goals.

Minimum Qualifications, Knowledge, and Experience

Academic and Professional Qualifications

  • Bachelor’s Degree in Information Technology, Computer Science, or a related field.
  • Certifications: ITIL Service Level Management Practitioner, PMP, COBIT, or similar project management certifications.

Experience

  • At least 6 years of relevant work experience, with a minimum of 2 years in IT service management.
  • Proven experience in managing IT infrastructure, applications, and support teams.
  • Previous experience in a financial services or banking environment is an added advantage.

Why Join HFC?

  • Opportunity to drive technological innovation in one of Kenya’s leading financial institutions.
  • Work in a collaborative environment committed to growth and operational excellence.
  • Competitive compensation and benefits.