New
Senior Manager, Client Support
KCB Bank Kenya
Customer Service & Support
KCB Bank Kenya
Customer Service & Support
Nairobi|Full TimeBanking, Finance & Insurance|KSh Confidential 44m
Job Summary
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.
Minimum Qualification: Bachelor
Experience Level: Senior level
Experience Length: 6 years
Job Description
Key Responsibilities
Effectively monitor all critical systems in the Bank and communicateto business in a timely, concise, and effective manner for serviceoutages, service interruption and service improvements.
ITIL V3.0 is fully implemented and maintained.
Definition of Service Level agreements (SLA’s) in relation tocontracted services, ensuring the SLA’s are achieved: service qualityand client expectations are met or exceeded. Ensure that any SLAbreaches are investigated, and corrective action taken to improveservice delivery.
Management of the IT Client Support Team including but not limitedto; responsible for Service Desk & Monitoring Centre, I.T Callcenter, 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 arefollowed to ensure effective monitoring, control and support of ITservices.
Manage, support & guide on all issues logged on IT ServiceManagement tool system, Issues reported on emails, social media andsupport 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.
The above position is demanding role for which the Bank will provide acompetitive remuneration package to the successful candidate. If youbelieve you can clearly demonstrate your abilities to meet the criteriagiven above, please log in to our Recruitment portal and submit yourapplication with a detailed CV.
To be considered your application must be received by Tuesday, 13th October 2020.
Qualified candidates with disability are encouraged to apply.
Only short-listed candidates will be contacted.
