# Senior Business Analyst – Service Level Coordination Job CBK Nairobi, Kenya

Canonical URL: https://primejobalerts.com/jobs/senior-business-analyst-service-level-coordination-job-cbk-nairobi-kenya

Company: CBK, Nairobi, Kenya

Category: Accounting

Location: Kenya

Work type: Full-time

Work arrangement: On-site

Published: 2026-07-29

Expires: 2026-09-12

## Job Description

Job Purpose

The role holder facilitates the Deputy Manager, Service Level Coordination to coordinate the development of inter-departmental Service Level Agreements (SLAs), support seamless implementation, review performance of Departments and prepare management reports that inform strategic decision making.

### Key Responsibilities

Strategic Responsibilities

- Inter-departmental Service Level Agreements (SLA) development.

-  SLA coordination, monitoring and reporting.

Technical and Operational Responsibilities

- Develop and maintain the Bank’s Inter-departmental SLA Framework, Templates, and Governance Standards.

- Update the SLA framework to adopt modern and best practice.

- Support agreement negotiations ensuring alignment of service expectations and performance measures during the SLA formulation phase.

- Facilitate alignment of Service Level Agreements to the Bank’s Mandate and Strategic Objectives.

- Organize validation and rollout of Service Agreements Workshops/Fora.

- Facilitate the Deputy Manager Service Level Coordination in providing custodial services for all executed SLAs between Departments, maintaining accurate documentation of agreements, workflows, and processes.

- Track service performance against set and agreed measurement metrics within the set timelines.

- Manage an automated platform for monitoring, analyzing and reporting implementation of Service Level Agreements.

- Identify areas of non-performance, systemic failure, conduct a root-cause analysis and coordinate corrective action plans.

- Serve as a contact point for internal teams regarding SLA related issues.

- Organize and participate in regular service review meetings with SLA liaisons in the Bank.

- Implement Audit requirements related to service delivery operations.

- Prepare reports and dashboards to facilitate SLA performance review meetings ensuring data accuracy and consistency across reporting systems.

- Assist in organizing capacity building programs for inter-departmental SLA liaisons.

- Perform any other responsibilities as assigned by Deputy Manager or Head of Department.

Qualifications

- A Bachelor’s Degree in Business Management, Operations Management or related field from a reputable university.

- A Master’s degree will be an added advantage.

- Must be currently pursuing or possess certification in Service Management, Service Governance, Performance Management, Project Management, Quality Management, or a related field.

Work Experience

- At least three (3) years’ experience in Operations Management or Central Banking Operations.

### How to Apply

Click here to apply

## Apply

Use the canonical Prime Job Alerts page for full application instructions and source verification.