Senior Manager, Continual Service Improvement at KCB Bank Kenya

Key Responsibilities

• Management of Continual Service Improvement team and the liaison with all personnel responsible for Problem resolution.
• Managing Improvement to Technology Services.
• Employ quality management methodologies to learn from past achievement and mistakes. Ensuring that underlying causes of incidents are identified, and recurrences are prevented.
• Ownership and management of the Known Error Database (KEDB)
• Ownership, managing and advancing problems by escalating to an elevated level of expertise, if appropriate, by integrating with change management, incident management, System Monitoring and Configuration management. 
• Manage the lifecycle of all Technology problems by coordinating major Problem review as per policy.
• Manage Root Cause Analysis recommendation change requests though change management as required to eliminate known problems. 
• Ensuring development of final solutions for known errors or temporary solutions (workarounds) are available to incident management.
• Ensuring that trend analysis of important services or historical incidents is done, improvement initiatives are identified and implemented to avoid incidents or minimizing the impact of unavoidable incidents. 
• Continuously measuring the service provider's performance, identifying opportunity areas and designing enhancements accordingly to drive efficiency and effectiveness of the Problem Management. 

The Person 

For the above position, the successful applicant should have the following: -

• Bachelor's degree in a Technology related field.
• Have both ITIL Practitioner Certification and Project Management Foundation qualifications.
• 6 years relevant work experience; 4 years’ experience in Technology Environment Management.
• 2 years in Project Management, Problem and Change Management.