Client Support Manager Job KCB

Jobs In Kenya
Jobs In Kenya
Client Support Manager Job KCB

Client Support Manager Job, Current Customer Service Jobs in Kenya,

Position: Senior Manager, Client Support

Location: Nairobi

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.

Qualifications

  • 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

Click here to apply

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2020-10-13T09:33:03+03:00