Senior Service Delivery Governance officer at Safaricom Kenya

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  • Company: Safaricom Kenya
  • Location: Kenya
  • State: Nairobi
  • Job type: Full-Time
  • Job category: Legal Jobs in Kenya

Job Description

Safaricom is a leading communications company in Kenya with the widest and strongest coverage. The home of the famous Mobile Money service- M-PESA

Brief Summary

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.
  • 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.

Method of Application

Submit your CV and Application on Company Website : Click Here Closing Date : 30 September. 2021
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