Manager, IT Processes at KCB Bank Kenya

Key Responsibilities

• Be accountable for the implementation and adoption of ITIL processes within the organization.
• Coordinate enhancements and ensure the accessibility of the ITSM tool within the organization.
• Ensure Proper IT service delivery through T Incident Management, Service request management, event management, and Knowledge Management.
• Plan and coordinate new deployments which include support processes and documentation.
• Manage day-to-day Service Level Management needs for IT working closely with project managers, head office SLA liaisons, and branch clients to ensure service levels are met and exceeded.
• Manage the framework for describing services in an IT Service Catalogue, ensure the service catalog is updated as services are created, and maintain up-to-date service tiering.
• Continually review and design improvements to processes, services, and infrastructure to increase efficiency, effectiveness, and cost optimization.
• Identify areas of automation in System and Service monitoring.
• Be accountable for the Knowledge Management Platform
• Provide continuous Improvement of I.T through branch visits, IT Service awareness and workshop training, etc.

The Person

For the above position, the successful applicant should meet the following criteria:

• Bachelor’s degree in computer science or IT Related.
• Professional Certification in ITIL
• At least 5 years experience in Technology, with 3 years experience in Client Support and 2 years experience in Office Automation.