Senior Manager, Client Support at KCB Bank Kenya…See Details on how to apply for the opportunities available at KCB Bank Kenya.
Description;
Kenya Commercial Bank Limited is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016. The holding company oversees KCB Kenya – incorporated with effect from January 1, 2016 – and all KCB’s regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan. It also owns KCB Insurance Agency, KCB Capital, KCB Foundation and all associate companies. The holding company was set up to among other things to enhance the Group’s capacity to access unrestricted capital and also enable investment in new ventures outside banking regulations, achieve operational and strategic autonomy for the Group’s operating entities and enhance corporate governance across the Group and oversight in management of subsidiaries.
The Position:
The senior Manager, Client Support is responsible for.
- Managing and contributing to the Delivery of all IT components of Group Services to meet business objective.
- Managing the performance of Services to clients internal & external as agreed in the contract and ensure that the Service Levels are achieved.
- Redefining Service as a strategy within the Technology Department and mature ITIL V4.0
- Automating the manual functions in Client support and implement full stack application monitoring.
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 V4.0 is fully implemented and maintained.
- Definition of Service Level agreements (SLA’s) in relation to contracted services, ensuring the SLAs 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, and I.T Call center, responsibility for the team career development and appraisals.
- Build and Maintain client relationships both internally & externally.
- To provide reports 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 issues logged on IT Service Management tool system, Issues reported on emails, social media and support issues from Subsidiaries / internal helpdesks.
The Person:
For the above position, the successful applicant should have the following:
- A University degree in IT/ Engineering or related field
- Certification in ITIL
- 6 years’ experience in IT Service Management with at least 2 years’ experience in Infrastructure.
The above positions are demanding; for which the Bank will provide a competitive remuneration package to the successful candidate. If you believe you can clearly demonstrate your abilities to meet the criteria given above, please log in to our Recruitment portal and submit your application with a detailed CV.
Method of Application
Submit your CV and Application on Company Website : Click Here
Closing Date : 15 October. 2021
