Brief Description
Reporting to the Manager – Operational Excellence, the position holder will be responsible for governing service delivery across the technology division. This ensures that technology division provides quality service to both internal and external customers.
Key Responsibilities
Engage the respective service owners to ensure excellence in operations and service delivery.
Prepare daily, weekly and monthly reports on the various domains as per the defined process categories and KPIs.
Ensure information is collected from the correct data sources.
Track compliance action items on BCP, Backup, Version management, SLM, Availability Management and Knowledge Management
Review and automate reports/dashboards through own initiative or based on user requirements.
Interact with service owners on initiatives for continuous service improvement.
Document the Operational Excellence work instructions, policy and processes.
Design report layouts to achieve simplicity and visualization for the captured requirements.
Ensure that proper OLA’s exist between the various technology teams and ensure that the same are tracked.
Ensure that customer SLA’s exist and are kept up to date.
Ensure proper SLA’s are configured on the service management suite.
Report to the various internal customers on technology service delivery.
Conduct customer satisfaction surveys for the internal customers.
QUALIFICATIONS
Degree in IT or Computer Science or Telecommunications or Technical Related Field;
With at least 2-3 years’ experience in IT or GSM related role
Experience in Data Analytics
Experience in SQL, Python scripting and Power BI
Experience in Process Governance especially using ITIL Framework.
Agile and Scrum certified
Attention to details and analytical thinking.
Excellent communication, presentation and interpersonal skills
Certifications – ITIL Foundation; CCNA; ITIL Intermediate courses and Data Analytics are an added advantage.
Apply via :
safaricom.taleo.net
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