Service Management at Kenya Pipeline Company (KPC) Limited

JG 4
KPC/ADVT/10/2017

The purpose is to manage IT Service centered on the customer’s perspective of ICT’s contribution to the business.

Oversees Configuration, Service Desk, Incident, Problem, Change, Release and Service Level Management.

Service Management Job Key Responsibilities

• Day to day management of all ICT support issues. Handle customer complaints, receives feedback and conducts regular customer satisfaction surveys
• Lead in organization change management to ensure smooth adoption of innovation without disruption including training, increased automation, systems change / problem notifications, technology advancement information dissemination, evangelism, technology champion and stakeholder engagement.
• Ensure that all service level agreements (SLAs) for ICT services across the organization are delivered according to specifications. Review all hardware / software procurement and maintenance contracts, soliciting involvement and participation of other team members as appropriate to ensure compliance.
• Initiate and implement ICT service improvement plans aimed at increasing the Company’s operational effectiveness and efficiency.
• Maintain hardware/software inventory including software licenses, Hardware, procurement and allocation of ICT goods and services, and ensures licensing compliance.
• Facilitate communication between the IT department and its customers in order to define and maintain the SLAs required for each business unit.
• Manage relationships with vendors for purchases, service and support of all information systems and technology.
• Monitor the approved annual operating and capital budgets for hardware, software, maintenance and telecommunication services, and coordinates the departmental procurement plan.
• Develop and maintain the annual procurement plan or lease agreements for hardware, software, maintenance and telecommunication services
• Oversee the operation of the central user security administration unit, ICT service desk and data centers
  Coordinate the ICT business continuity program
• Serve as focal point for all inter-office IT-related matters company-wide.

Qualifications for the Service Management Job

• Bachelor of Science degree in IT, Computer Science, Information Systems, Business Management IT, Business IT or equivalent.
• Minimum six (6) years post qualification IT Service Management experience.
• Certification for IT service management –e.g. ITIL is mandatory
• Membership to a relevant professional body is an added advantage.

Key Competencies

• Proven knowledge of Service Management Standards –ITIL
• Advanced knowledge of computer support with a demonstrated ability to develop and apply
• Excellent oral and written communication and interpersonal skills with the ability to communicate complex technical issues to non-technical users.
• Proven track record of aligning IT requirements with the needs of the organization.
• Knowledge and understanding to develop an ICT Service Management model for the own organization.