Senior Manager, Client Support at KCB Bank Kenya

Job Description

Key Responsibilities

• Effectively monitor all critical systems in the Bank and communicate to business in a timely, concise, and effective manner for service outages, service interruption and service improvements.
• ITIL V3.0 is fully implemented and maintained.
• Definition of Service Level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved: service quality and client expectations are met or exceeded. Ensure that any SLA breaches are investigated, and corrective action taken to improve service delivery.
• Management of the IT Client Support Team including but not limited to; responsible for Service Desk & Monitoring Centre, I.T Call center, responsibility for the team career development and appraisals.
• Build and Maintain client relationships both internally & externally.
• To provide reports to periodically (or on request) on System Monitoring and Service Desk.
• Attend client service review meetings covering performance, service improvement, quality, and processes
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of IT services.
• Manage, support & guide on all issues logged on IT Service Management tool system, Issues reported on emails, social media and support issues from Subsidiaries / internal helpdesks.

Requirements

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

• University degree in Information Technology or related field of study.
• Master’s degree will be added advantage.
• 6 years’ supervisory experience in Information Technology with hands on experience in Information Technology Service Management.
• Certification in ITIL is required.
• Strong interpersonal, communication and leadership skills.
• Excellent planning, organization and problem-solving skills.