Technology Service Delivery Department - Manager, IT Processes at KCB Bank Kenya

Key Responsibilities 

• Be accountable for implementation and adoption of ITIL processes within the organization.
• Coordinate enhancement s and ensure the accessibility of the ITSM tool within the organization.
• Ensure Proper I.T service delivery through T Incident Management, Service request management, event management and Knowledge Management.
• 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.
• Continually review and design improvement to processes, services, and infrastructure to increase efficiency, effectiveness, and cost optimization.
• Identify areas of automation in System and Service monitoring.
• Be accountable for the Knowledge Management Platform 
• Provide continuous Improvement of I.T through branch visits, IT Service awareness and workshop trainings etc