7 Oct 2020

Senior Manager, Client Support at KCB Bank Kenya

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Kenya Commercial Bank Limited is registered as a non-operating holding company which started operations as a licensed banking institution with effect from January 1, 2016. The holding company oversees KCB Kenya – incorporated with effect from January 1, 2016 – and all KCB’s regional units in Uganda, Tanzania, Rwanda, Burundi, Ethiopia and South Sudan. It also owns KCB Insurance Agency, KCB Capital, KCB Foundation and all associate companies. The holding company was set up to among other things to enhance the Group’s capacity to access unrestricted capital and also enable investment in new ventures outside banking regulations, achieve operational and strategic autonomy for the Group’s operating entities and enhance corporate governance across the Group and oversight in management of subsidiaries.

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.


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

  • 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.

Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 14th October, 2020

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