Supervisor – Service Level Management & Business Perspective at Kenya Revenue Authority (KRA)

Job Summary:          

The jobholder is responsible for Coordinating SLA management Functions, maintaining the IT service catalogue, Reviewing IT Service Providers performance and Coordinate Business Perspective Activities.

Key Responsibilities:

• Develops and updates IT and regularly circulate updated IT service listings to the relevant stakeholders
• Develops the Service Catalogue specifications from the already identified requirements and regularly reviews and validates the accuracy of catalogue content with service owners and IT Management.
• Provides Sensitization and support to customers, users, providers, and suppliers, on the proper use of the Service catalogue.
• Reviews Service Level Agreements based on the services, service packages and service level options.
• Regularly reviews the SLAs to ensure that they are effective and up to date and changes in requirements, IT-enabled services, service packages or service level options, scope, process relationships, key deliverables and requirement specifications are taken into account.
• Monitors and reports on achievements of the established SLAs, Operational Level Agreements (OLAs) between ICT and Business Departments.
• Establishes the frequency of breaches to the OLAs and SLAs and, investigates service breaches and gives recommendations.
• Analyses and categorizes the suppliers to critical and non-critical suppliers and updates the services and supplier information.
• Analyses Non-Disclosure Agreements (NDAs), escrow contracts, and continued supplier viability, conformance with SLAs requirements, alternative suppliers, penalties and rewards.
• Conducts periodic Process Maturity Assessment with a view to improve the performance of the ICT process.
• Conducts periodic IT User Satisfaction Surveys and follows up on the implementation of recommendations.
• Conducts periodic ICT Automation Assessment and literacy survey.
• 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.
• Master’s degree in Information Systems or any other IT or Management related Postgraduate degree will be an added advantage.

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.
• Hands on experience in developing IT Service Level Agreements, Underpinning Contracts and
• At least three (3) years’ experience in a busy ICT environment.

Skills Required:

• Demonstrate outstanding knowledge and skills in Service Portfolio Management, Service Level Agreements and Supplier Relationship Management.
• Knowledge of IT Service Catalog Management.
• Demonstrated experience in developing and managing Service Level agreements
• Ability to motivate and manage a team to achieve set targets with the specified timelines
• Broad understanding of emerging IT technologies
• Ability to manage relationships with IT suppliers and other stakeholders.
• Documentation skills
• People management 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