Cellulant Service Operations Manager Jobs in Kenya

Cellulant Service Operations Manager Jobs in Kenya


Job Summary:

  • This is a role in technology where the holder will be responsible for defining and implementing Information Technology Service Management (ITSM) disciplines across the Cellulant group.

  • This involves implementation and operation of the following functions: Service assurance, Problem management, Incident management, Change management and associated reporting.

    Duties and Responsibilities

  • Ensuring the optimal functioning of the overall service management function to ensure strict adherence to customer SLA expectations.

  • Providing a single point of contact for service management (Incident, Problem and Change) across all technology operation functions to ensure SLA targets are met.

  • Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.

  • Ensuring that service management policies, processes and procedures documentation is created, updated and maintained.

  • Leading and facilitating implementation of new service management framework components/processes.

  • Producing regular and accurate service management reports and dashboards for leadership teams.

  • Provide thought-leadership on ongoing improvement and enhancement of the Service Management practice.

  • Proactive identification of common causes of calls/ticket drivers to the service operations.

  • Ensure that changes in the production environment are carried out as prescribed in the change control policy.

  • Maintenance of adequate tools for end-to-end service including customer and partner touch points.

  • Implement and maintain a knowledge base for tickets created via the service desk.

  • Provide daily reports on Service Operations activity including ticket status, open ticket status as well as trending information.

  • Training Technology Operations staff on service management processes and procedures.

  • Maintain adequate technology tools for service desk communication and
    ticketing systems.

    Qualifications for the role

  • 2 years technology leadership experience.

  • Minimum of 4 years of proven hands-on experience in System Administration, Network Operations and Application Development e.g. MySQL, Linux systems, PHP, Java.

  • Deep experience of common service desk and monitoring tools such as Nagios, Cacti,Newrelic, Zabbix or equivalent.

  • Deep experience in Service Management processes and policy such as Incident Management, Change Management, Problem Management, Service Assurance and SLA management.

  • Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4

  • BS or MS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems).

    How you will be measured:

  • Daily reporting on Service operations activities.

  • Weekly review of per country quality of service and uptime metrics.

  • Weekly progress on the Service Improvement plan.

  • Adequate detection of service incidents within the stipulated OKRs.

  • Timely and adequate escalation and follow-through-to-closure of service tickets to the relevant Cellulant technology team.

    How to Apply

  • Send your CV in PDF, email subject: Service Operations Shift Lead to

  • jobs@cellulant.com by 1st of April 2021.

  • Hiring will be done on a rolling basis.

  • Only shortlisted candidates will be contacted.



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