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  • Posted: Jul 25, 2022
    Deadline: Aug 5, 2022
  • The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisio...
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    Officer – Service Level Management & Business Perspective

    Job Summary:         

    The jobholder is responsible for Supporting Supplier relationship Management functions, Monitoring ICT Contracts and AMCs, Provide Support during Service Level Management Activities and Business Perspective Activities.

    Key Responsibilities:

    • Coordinate review of IT service catalogue in liaison with relevant stakeholders
    • Coordinate review of SLAs with customers/users and third party service providers to ensure that that the authority gets value from IT investments.
    • Develop SLA review Reports with Clear action plans on service improvements.
    • Regularly update contractor/supplier management database and dissemination periodic reports to stakeholders.
    • Coordinate ICT process maturity assessment to facilitate continuous improvement
    • Coordinate ICT user perception surveys and institutes service improvement measures
    • Coordinate ICT Automation Assessment and Literacy survey.
    • Prepares and submits reports as required including providing stakeholders with regular progress/ status reports.
    • Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

    Academic Qualifications

    • Bachelor’s degree in Information Technology or any other IT related field.

    Professional Qualifications   

    Required Certifications/Trainings

    • IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent

    The following certifications will be an added advantage:

    • Project Management (Prince II or PMP Certification or equivalent)

    Relevant Work Experience Required

    • Experience in developing and managing IT Service Catalog in a busy IT environment.
    • One (1) years’ hands on experience in developing IT Service Level Agreements and Underpinning Contracts.

    Skills Required:

    • Working skills in Service Portfolio Management, Service Level Agreements and Supplier Relationship Management.
    • Operational knowledge of IT Service Catalog Management.
    • Hands on skills in developing Service Level agreements
    • Broad understanding of emerging IT technologies
    • Documentation skills
    • Report writing skills

    Key Competencies

    • Be proactive with good analytical and problem solving skills
    • Team player
    • Ability to pay attention to details
    • Ability to cope with competing work commitments
    • Passion for innovation and creativity
    • High levels of integrity
    • Ability to work under minimum supervision

    Method of Application

    Interested and qualified? Go to Kenya Revenue Authority (KRA) on to apply

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