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Senior Manager, Client Support - KCB



3 weeks ago

Job Description

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.

Required Knowledge, Skills, and Abilities

  1. Requirements For the above position, the successful applicant should have the following: 6 years’ supervisory experience in Information Technology with hands on experience in Information Technology Service Management
  2. Certification in ITIL is required
  3. Strong interpersonal, communication and leadership skills
  4. Excellent planning, organization and problem-solving skills

Education + Experience

  1. University degree in Information Technology or related field of study
  2. Master’s degree will be added advantage