Service Operations Manager
GENERAL OBJECTIVES
The Service Operations Manager executes the
IT operational service demand of Tembo within the Tembo Operational Model
framework in alignment with the MSF IT practices, driving efficiency and
effectiveness against set objectives.
S/he maximizes processes and procedures while
meeting partner expectations and analyzes the quality of the services provided
through defined performance KPI indicators driving continuous service
improvement initiatives considering cost-effectiveness.
Acts as tactical communication link managing
key relationships, working with relevant key counter parts in all sections and
represents the Tembo IT Service Operations in the Demand level of the Tembo
Governance.
Key Responsibilities
- Supervises/manages the Helpdesk
ticketing activity, prioritizes de demand, service levels escalation, as
well as the daily support required to ensure the proper function of the
Tembo platform along with key performance indicators.
- Supports and coordinates the
maintenance (security updates, upgrades) of the systems under his/her
responsibility.
- Manages the Service Operations
team to ensure the highest working standards and best practices for all
incidents and problems by providing guidance, support and direct
management, including recruitment and necessary onboarding actions.
- When/where required, act as the
customer Single Point of Contact (SPOC) for escalations and support, and
co-ordinate the scheduling of intervention with customers and internal
resolver groups ensuring the highest level of customer service and
communications are maintained to resolve the fault and incident within the
prescribed SLA.
- Supervises external service
providers to guarantee the system works and incidences are solved seeking
to guarantee access to information & monitor the compliance of
contractually agreed terms with the outsourcer upon KPIs and SLAs.
- Provides the status of work in
progress and related aspects to the Head of Tembo IT, contributing also to
the performance of Tembo review processes through analysis and key
information metrics.
- Supports the Head of IT in the
monitoring and development of the processes and procedures defined plans
approved by the Management Team to help fulfil the principles of efficacy,
integration and quality.
- Applies and promotes agreed IT
Best Practices and Policies (Architecture, IS, GPDR…).
- Monitors and measures the
effectiveness (customer satisfactions, productivity, automation) of the
services delivered to ensure continuous improvement of partners and users
Tembo services experience.
- Contribute to the sharing of
knowledge to the organization in the areas under his/her responsibility.
- Provide the status of work in
progress and related aspects to the Head of Tembo IT.
- Ensures the successful
integration of new areas of service, including relevant processes and
procedures in line with the product evolution and as part of the
development lifecycle.
- Promotes a fluent relation with
the rest of Tembo teams.
- Review processes and procedures
to ensure alignment to objectives and business needs/users’ needs.
Experience
- 4 years’ experience in projects
to improve business processes and implementation of information systems.
- 4 years’ experience with systems
design and development from business requirements analysis through
day-to-day management.
- Experience with project
management frameworks.
- Experience with services
management.
- Experience in managing technology
providers.
Knowledge
- Good command of Microsoft Office
and/or Open Office, Microsoft Project, Microsoft Visio.
- Knowledge of Learning Management
Systems (Totara, Moodle, Cornestone).
- Good knowledge of best practices
frameworks and standard methodologies: ITIL, COBIT, SCRUM, Agile, PMP,
PRINCE2, LeanIT.
- Knowledge of cloud ecosystems and
the architectural framework TOGAF is an asset.
- Knowledge about LAMP
environments, eLearning authoring solutions, Web developments, multimedia
edition and mobile solutions is an asset.
- User-centred approach.
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