Job Purpose Statement

The Head, IT Service Management is responsible for overseeing the efficient and effective delivery of IT services to the NCBA Group (Kenya and all subsidiaries). This role requires strong leadership and the ability to manage a diverse team of IT professionals. The role holder collaborates with other departments and stakeholders to ensure IT services align with business needs and objectives, focusing on service quality, operational excellence, and continuous improvement. Using ITIL as the service governance framework, the role leads the definition and implementation of service management strategy, design, operations, transition processes, and continuous improvement programs. The role applies group service desk, monitoring, asset management, incident, and problem management processes to provide agreed service levels, proactively improving services for internal and external customers.

Key Accountabilities (Duties and Responsibilities)

Strategy Development, Planning, and Governance (15%)

• Provide strategic direction and leadership to the IT Service Management team.
• Develop and implement IT service management strategies, policies, and procedures.
• Manage the IT service management budget, ensuring cost-effective resource allocation.
• Oversee IT services based on ITIL, developing quality and risk strategies, managing the IT service supply chain, and optimizing OPEX and CAPEX.

Service Level Management (25%)

• Oversee daily operations of IT Service Management, ensuring adherence to SLAs, incident, problem, change, and asset management processes.
• Build and maintain strategic relationships with departments, partners, and suppliers.
• Define, negotiate, and track SLAs and OLAs with business units, internal IT, and third-party providers.
• Conduct performance measurements (reporting, trend analysis, KPIs) to ensure service delivery as per SLAs.
• Manage relationships with external vendors for effective delivery of outsourced IT services.
• Stay updated with industry trends and best practices, incorporating them into IT service delivery.

24/7 Service Management (25%)

• Manage the Group IT Service Operations Center to ensure 24/7 monitoring and response.
• Collaborate with IT teams and stakeholders to meet business requirements.
• Drive continuous improvement initiatives for service quality and customer satisfaction.
• Lead the resolution of major incidents and critical problems.

Transition Management (25%)

• Ensure the success of the IT change management framework, minimizing the impact of service changes on customers.

People Management (10%)

• Provide leadership through resourcing, knowledge transfer, coaching, and succession planning.
• Conduct robust performance management for direct reports.
• Work closely with internal teams and vendors to ensure high system uptime and availability.

Job Specifications

• Academic: Bachelor’s degree in Computer Science, IT, or related field; Master’s degree is an advantage.
• Professional: ITIL Foundation required; ITIL Service Practitioner is an advantage. Experience with ITIL, COBIT, and service delivery best practices preferred.
• Experience: Minimum 10 years’ experience, with at least 6 years in IT Service Management in a large, highly digitized organization.

Technical Competencies:

• Strong technical skills in service delivery and quality control.
• Excellent oral and written communication.
• Proven track record in IT Service Delivery.
• Knowledge of service management policies and compliance.
• Leadership to optimize productivity and satisfaction.
• Change management skills.

Behavioural Competencies:

• Ability to interact with all levels of customers and IT.
• Self-empowerment for open communication and teamwork.
• Highly analytical and innovative problem-solving.
• Patience, tolerance, and resilience under pressure.

Job Dimensions

Reporting Relationships:

• Direct Reports: Senior Manager, Service Desk; Manager, Network Operations Center; Manager, Problem Management; Manager, Endpoint Support; Manager, Asset Management
• Indirect Reports: Network Operations Center Officers (11); Service Desk Analysts (15); Endpoint Support Analysts (13)

Stakeholder Management:

• Internal: Business Units and IT Analysts
• External: Partners (Vendors, Aggregators, Telcos), Regulatory Authorities (e.g., KRA)

Decision Making Authority / Mandates / Constraints:

• Engage with senior management to understand business requirements and influence IT service levels.
• Allocate resources within the unit.
• Define and monitor SLA parameters.
• Competency profiling and escalation matrix management.