The Role

Reporting to the Group General Manager ICT, the successful candidate will be responsible for providing policy and strategic direction and leadership in the provision of ICT infrastructure support services, service delivery, change management, training and quality assurance within the ICT division

• Developing ICT services department objectives and strategies to attain divisional objectives.
• Developing and managing the ICT services department in accordance with KTDA policies, guidelines, strategy and applicable laws.
• Setting performance indicators and timelines and evaluating/reviewing the same on a quarterly basis.
• Reviewing performance reports and processes on ICT services and taking corrective action to ensure continual service improvement.
• Interpreting and implementing divisional ICT policies guidelines and procedures.
• Monitoring compliance and adherence to ICT policies, procedures and standards relating to ICT services.
• Developing a service strategy to continually support and improve effectiveness through the delivery of quality services which are aligned and responsive to business needs.
• Developing and managing an effective and professional service desk structure that provides support services to the KTDA group of companies and effectively meets the changing needs of the business.
• Providing input and participating in the preparation of divisional budget and management of the allocations.
• Managing ICT resources and ensuring appropriate utilization for operational efficiency.
• Developing and implementing incident, problem and configuration management and ensuring they are properly documented, version controlled and available to all ICT staff to assist in effective service delivery to the business.
• Developing and maintaining an ICT services catalogue and client orientation kits and ensuring constant updating and communication to all clients within the KTDA group.
• Developing work plans and budgets for the department.
• Overseeing the execution of divisional/departmental work plan and budgets;
• Overseeing performance management of staff in the division/department;
• Developing and maintaining professional relationships with customers who play an integral part in identifying future needs of the business
• Facilitating the development and negotiation of Service Level Agreements between the business and ICT, and between external service providers and KTDA, and ensuring that they are adhered to.
• Initiating office automation initiatives towards minimizing and/or elimination of manual processes and facilitation of customer-friendly ICT solutions.
• Ensuring allocation of equipment to the users is done in a timely manner and re-allocating old ICT equipment or preparing for disposal.
• Planning and Managing the implementation of ICT systems, rolling out new ICT services and projects within the KTDA group.
• Managing projects teams comprising both internal staff and external service providers and providing direction on various project tasks.
• Ensuring that the Service Desk monitors and escalates all incidents according to agreed service levels and keeps users informed on status and progress.
• Managing and updating ICT inventory for the KTDA group through liaison with various heads of units
• Enforcing the ICT equipment replacement policy for the KTDA group

Qualifications/Skills/Experience.

• Bachelor of Computer Science degree, ICT, or related fields;
• Minimum of ten (10) years relevant experience;
• Master’s Degree in business related field is an added advantage
• MCSE/MCSP or CCNA/CCNP certifications
• Membership to Computer Society of Kenya; or relevant body
• Must have demonstrated ability to handle departmental budgets, resources, processes, projects and relationships
• Should have thorough knowledge of the relevant industry/sector as well as knowledge of regulatory requirements affecting the relevant sector
• Must be capable of functioning effectively both as a team player and a team leader
• Must have ability to plan, organize, implement and evaluate departmental goals
• Must demonstrate ability to handle multiple and conflicting priorities, and work under strict deadlines.
• Should have strong analytical skills and be result oriented
• Must have high standards of integrity and ethical practice
• Must have management and Leadership skills