IT SERVICE OPERATIONS MANAGER

IT SERVICE OPERATIONS MANAGER

Reporting to the Senior Manager, Client Support in IT Service Delivery Unit, the job holder will be responsible for the operational management of ITIL Processes implementation including planning and coordination of all activities required to carry out, monitor and report on the ITIL processes.

Key Responsibilities

• Ensure compliance across processes and collaborate with other process managers, Change management, release management and problem management.
• Initiate process maturity improvements, integrate processes and supporting tools in liaison with other process owners and act as a back-up for problem and change management.
• Be accountable for the following ITIL Processes – Business Relationship Management (BRM), Event Management, Continuous Service Improvement (CSI) and Service Level Management (SLM).
• Plan and coordinate new deployments which include support processes, documentation, IT Service trainings, workshops etc.
• 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.
• Assistant Project Manager of KCB ITIL Implementation to ensure success of rolling out the 27 ITIL processes in KCB within the next 18 months.

The Person

• University Bachelor’s degree in Computer Science, Information Technology/Systems or related field
• Must have a minimum of 3 years of process management experience
• Intermediate ITIL qualifications
• Must have Service Management best practices and significant understanding of ITIL and / or Six Sigma methodology
• Experience with service desk tools with relevant processes and procedures.
• Project management experience
• Experience with Continual Service Improvement, trending and gap analysis.

The Attributes required for the above positions include the following;

• Proficient in written presentation and oral communication.
• Show interpersonal and leadership skills with a passion for results
• Ability to motivate others and promote team spirit and employee value.
• Ability to work under tight deadlines and pressure.

The above position is demanding for which the bank will provide a competitive package for the successful candidates.  If you believe you can clearly demonstrate your abilities to meet the criteria given above, please submit your application with a detailed CV, stating your current position, remuneration level e-mail and telephone contacts quoting the job title/reference in the subject field to recruitment@kcb.co.ke
To be considered your application must be received by March 7, 2014.
Only short listed candidates will be contacted.
JOB REF: IT 06/2014