Manager Technology Service Delivery at Kenya Airways

Brief Description        

Job Purpose Statement: Overall responsibility (and lead facilitator) for the delivery, management, and improvement of ITService to support the company’s business and meet user needs, using a set ofwell-defined best practices (based on ITIL). Responsible for leading the development, implementation, sustainment, and continuous improvement of IT Service Management (ITSM) processes; as well as establishing, measuring, and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

Detailed Description        

• Champion IT service culture within the organization.
• Understand, champion, and implement best practices for ServiceDesk operations.
• Development of a communication plan, to create a single point of information flow to end-users or vendors, and keep users informed of what is happening in the Technology department.
• Responsible for providing Reports on SLA compliance, ServiceDesk Metrics.
• Ensure that there is a single, comprehensive source for all services that are transitioning to, or currently in the production environment by developing a service catalog that describes the services that are currently in use, the business processes that are enabled, and the customer’s service quality expectations.
• Development/review of division processes/procedures under the supervision of Service Desk Management
• Focus on business strategy i.e. evaluating and ensuring the service desk will meet current and future business needs
• Create and maintain the service catalog
• Analyze and review actual service performance against SLAs and OLAs with the vendor manager
• Agree on appropriate actions to maintain or improve service levels
• Provide regular reports on service performance and achievement to Business and IT management
• Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services
• Provide Service Desk performance reports to IT management on a weekly/monthly basis
• Ensure service-related documentation is accurate and always kept up to date
• Responsible for defining, analyzing, planning, measuring, and improving the availability of IT services, to ensure that all designed services are available to meet the business requirements.

Service Desk

• Maintain day-to-day responsibility for the ownership and resolution of issues, incidences, and changes.
• Take overall responsibility for the incident, change and issue management, and request fulfillment on the Service Desk.
• Review service metrics (KPIs) that identify the success of the services being utilized to recommend and coordinate the implementation of changes to ITSM services to improve metrics.
• Work with management to evolve Service Desk operations and services to address the department's needs.
• Focused onend-user functionality that may include.
  • Computer orSoftware consultations
  • Change andConfiguration Management
  • Problemescalation procedures
  • Problem resolution
  • Singlepoint of contact (SPOC) for IT interruptions
  • Tracking capabilities of all incoming problems
•  Ensures end-users are satisfied with the services offered by the ICT team by minimizing business impacts of service failures, proactively monitoring ICT service, resolving incidents and requests with minimal delay, and communicating with theend-user in case of service outage

Job Requirements        

• Minimum of bachelor's degree in computer science, Information Systems, or equivalent field 
• ITIL professional certification
• At least 3 years of experience in delivering IT Service Management (ITSM) and process management through a structured approach, in a corporate environment.
• Service, project, and results-orientation, with strong analytical and problem-solving skills. 
• Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
• Knowledge of developing and managing SLAs,
• KPIs, and critical success factors (CSFs) for IT Services, processes, operations, and work environments.
• Experience in ITSM software applications and tools, analysis, and reporting.
• Knowledge of developing and managing continuous improvement programs.
• Minimum 3 years of experience in an IT Service Delivery Management role