Bakhita Muange
@bakhitamuange
IT Service Manager driving service excellence, governance, and customer-centric IT operations.
KenyaWhat I'm looking for
I’m an IT Service Manager with over 12 years of experience building and optimizing service delivery models, service desk operations, and governance frameworks to improve user experience and operational efficiency.
I have led multi-country IT service delivery for large financial institutions, implemented and automated ServiceNow ITSM, initiated problem management processes, and reduced incident recurrence through proactive controls and training. I combine technical depth with stakeholder engagement to deliver measurable improvements in availability, first-contact resolution, and customer satisfaction.
I champion continual improvement, vendor governance, change control, and cross-functional collaboration, and I lead teams to align IT services with business strategy while maintaining compliance to standards such as ISO20000.
Experience
Work history, roles, and key accomplishments
IT Service Manager
Sidian Bank Limited
Mar 2024 - Present (1 year 11 months)
Steers IT service reliability and scalability, directing end-to-end service operations, vendor governance, change control, and performance reporting to improve service quality and stakeholder communication.
Assistant Manager - IT Service Delivery
Equity Group Holdings
Apr 2019 - Mar 2024 (4 years 11 months)
Led IT service delivery across six countries for 15,000+ users, reduced incident recurrence 25% and improved customer satisfaction 20% through root cause analysis, training, and KEDB optimization.
Lead - Product Management
Finserve Africa Limited
Jan 2018 - Mar 2019 (1 year 2 months)
Established a help desk of 11 agents achieving 92% first-contact resolution, improved service efficiency 15% and increased product-related revenue 10% via customer experience and product support initiatives.
Senior Contact Center Officer
Equity Bank Kenya
Aug 2015 - Dec 2017 (2 years 4 months)
Supervised 24/7 multi-channel support and improved team quality scores while maintaining >90% complex-issue resolution success through audits, manuals, and targeted engagement initiatives.
Education
Degrees, certifications, and relevant coursework
Metropolitan School of Business and Management
International Postgraduate Diploma, Information Technology Management
2023 - 2023
Grade: Pass
Completed an International Postgraduate Diploma in Information Technology Management (Level 7) with a Pass result.
University of the People
Master of Business Administration, Business Administration
2021 - 2022
Grade: CGPA 4.0
Completed a Master of Business Administration (General) with a cumulative GPA of 4.0.
University of Nairobi
Bachelor of Arts, Mathematics and Business Studies
2008 - 2012
Grade: First Class Honours
Earned a Bachelor of Arts in Education (Mathematics and Business Studies) graduating with First Class Honours.
Kako Secondary School
K.C.S.E Certificate, Secondary Education
2002 - 2006
Grade: B+
Completed secondary education and obtained the Kenya Certificate of Secondary Education with a B+ grade.
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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