Senior Services Analyst Job BAT, Nairobi, Kenya

Job description

Responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.

Responsibilities

• Analyses and reviews SSA Service Performance against the SLAs and OLAs.
• Maintains the regular Service Level review process with both the IDT Customer and Service Provider which covers:
  • Review outstanding actions from previous Reviews;
  • Current Performance;
  • Reviews Service Levels and targets (where necessary);
  • Reviews underpinning agreements and OLAs as necessary
  • Agree with appropriate actions to maintain / improve Service Levels.
• Coordinates troubleshooting
• Initiates any actions required to maintain or improve Service Levels
• Conducts annual (as appropriate) reviews of the entire Service Level Management Process and negotiates, agrees with and controls any amendments necessary.
• Acts as co-ordination point for changes to Service Levels required (i.e. extra support hours required by the Customer, reduced Levels of Service over a period of maintenance required by the Service Provider etc.)
• Ensures that appropriate changes are assessed for their impact on service levels
• Accommodating Service Improvement Plans / Programs within the SLM process
• Responsible for managing services across the pillars
• Involved in the LSC and the S&OP cycle and engages with IDT Demand for capturing any demand signals
• Manages local services suppliers, including MWP services, if locally delivered
• Ensures fulfilment of services as per SLA, monitors and captures performance via Service Reviews
• 1st level escalation point and focus for any SSA market engagement activities
• Monitors and ensure compliance related to IDT Services processes
• Support the data gathering of information required to drive successful Audits
• Responsible for directly managing the on-site Service Providers and complying with the Fieldglass process of onboarding them
• Ensure the tracking and accuracy of all IT related assets
• Drives improvement via Service Reviews.
• Support end market escalation by driving resolution through direct management (e.g. analysis/troubleshooting to support incident resolution) and engagement of relevant service owner.

Qualifications

Experience Required

• Minimum 5 years’ experience in services technology management role (or equivalent)
• Good communication skills: oral, written, presentation, facilitation
• ITILV4 knowledge beyond theory.
• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
• Ability to work under pressure, handle stressful situations in a calm manner
• Relationship management skills
• The ability to bring together and work with a team of people with varied backgrounds – business analysts, technical experts, process owners – to articulate and remedy service level issues 
• Working knowledge of virtualization, networking (LAN, WAN), patch management, server/ network setup and maintenance, system security, backup and disaster recovery
• Familiar with software development concepts and technologies

Technical / Functional / Leadership Skills Required

• A good understanding of the organization’s IT infrastructure, services provided 
• A good understanding of the organization’s business and how IT contributes to it
• Innovative thinking with service quality, and its improvement, within limits of costs and business direction
• Clear, collaborative and pragmatic communication skills
• Technology neutral – remains unbiased toward a specific technology or vendor choice, and is more interested in results than personal preferences
• Displays intellectual curiosity and integrity

Education / Qualifications / Certifications Required

• IT related degree.diploma in related IT discipline.

How to Apply

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