Manager, ITIL Processes at KCB Bank Kenya

The Position:

Technology Service Delivery is responsible for managing the delivery, performance, supply chain of IT services and enterprise applications to provide the required level of service, system performance and functionality required to meet business objectives and customer (internal/external) expectations.

The ITIL Processes Manager shall be responsible for the operational management of ITIL Processes implementation including planning and coordination of all activities required to carry out, monitor and report on the ITIL processes. The individual shall be responsible for the IT service management tool and shall ensure that service levels are achieved in line with SLAs. He /She shall also be responsible for coordinating the day-to-day operations of the monitoring team.

Key Responsibilities:

• Ensure Proper I.T service delivery through T Incident Management, Service request management and event management
• Be accountable for the following processes – Incident Management, Service Request, Catalog management, Knowledge Management and Business reporting
• Coordinate enhancements and ensure the accessibility of the ITSM tool within the organization
• 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 catalogue is updated as services are created, maintain up to date service tiering.
• Coordinate the Monitoring and incident management team and come up with Intelligent reports and trends for Management
• Continually review and design improvements to processes, services, and infrastructure to increase efficiency, effectiveness, and cost effectiveness.
• Identify areas of automation in System and Service monitoring.

The Person:  

For the above position, the successful applicant should have the following:

• A Bachelor’s degree preferably in Information Technology/ Computer Science or related field.
• Certification in ITIL Foundation.
• At least 5 years Technology experience with at least 4 years’ experience in Design and Formulation of ITIL Processes and Procedures.
• 3 years in Client Support.
• Experience in Office Automation, Reporting & Analytics.
• Experience in Patch & Anti-Virus Management.
• Excellent interpersonal and communication skills.
• Excellent planning, organization, and problem-solving skills.
• Excellent reporting skills
• Ability to work under tight deadlines and pressure.