KCB Bank Kenya Senior Manager, Client Support Jobs

KCB Bank Kenya Senior Manager, Client Support Jobs


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.

    How to Apply

  • For more information and job application details, see; KCB Bank Kenya Senior Manager, Client Support Jobs




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