Kenya Revenue Authority (KRA) – Supervisor – Service Level Management & Business Perspective.

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Supervisor – Service Level Management & Business Perspective

Job Summary:          

The jobholder is responsible for Coordinating SLA management Functions, maintaining the IT service catalogue, Reviewing IT Service Providers performance and Coordinate Business Perspective Activities.

Key Responsibilities:

  1. Develops and updates IT and regularly circulate updated IT service listings to the relevant stakeholders
  2. Develops the Service Catalogue specifications from the already identified requirements and regularly reviews and validates the accuracy of catalogue content with service owners and IT Management.
  3. Provides Sensitization and support to customers, users, providers, and suppliers, on the proper use of the Service catalogue.
  4. Reviews Service Level Agreements based on the services, service packages and service level options.
  5. Regularly reviews the SLAs to ensure that they are effective and up to date and changes in requirements, IT-enabled services, service packages or service level options, scope, process relationships, key deliverables and requirement specifications are taken into account.
  6. Monitors and reports on achievements of the established SLAs, Operational Level Agreements (OLAs) between ICT and Business Departments.
  7. Establishes the frequency of breaches to the OLAs and SLAs and, investigates service breaches and gives recommendations.
  8. Analyses and categorizes the suppliers to critical and non-critical suppliers and updates the services and supplier information.
  9. Analyses Non-Disclosure Agreements (NDAs), escrow contracts, and continued supplier viability, conformance with SLAs requirements, alternative suppliers, penalties and rewards.
  10. Conducts periodic Process Maturity Assessment with a view to improve the performance of the ICT process.
  11. Conducts periodic IT User Satisfaction Surveys and follows up on the implementation of recommendations.
  12. Conducts periodic ICT Automation Assessment and literacy survey.
  13. Ensure conformity to ISO (9001/2015 and 27001/2013) and data security requirements.

Academic Qualifications

  • Bachelor’s degree in Information Technology or any other IT related field.
  • Master’s degree in Information Systems or any other IT or Management related Postgraduate degree will be an added advantage.

Professional Qualifications        

Required Certifications/Trainings

  1. IT Governance & Service Level Management i.e. ITIL, COBIT or equivalent

The following certifications will be an added advantage:

  1. Project Management (Prince II or PMP Certification or equivalent)

Relevant Work Experience Required

  1. Experience in developing and managing IT Service Catalog in a busy IT environment.
  2. Hands on experience in developing IT Service Level Agreements, Underpinning Contracts and
  3. At least three (3) years’ experience in a busy ICT environment.

Skills Required:

  1. Demonstrate outstanding knowledge and skills in Service Portfolio Management, Service Level Agreements and Supplier Relationship Management.
  2. Knowledge of IT Service Catalog Management.
  3. Demonstrated experience in developing and managing Service Level agreements
  4. Ability to motivate and manage a team to achieve set targets with the specified timelines
  5. Broad understanding of emerging IT technologies
  6. Ability to manage relationships with IT suppliers and other stakeholders.
  7. Documentation skills
  8. People management skills
  9. Report writing skills

Key Competencies

  1. Be proactive with good analytical and problem solving skills
  2. Team player
  3. Ability to pay attention to details
  4. Ability to cope with competing work commitments
  5. Passion for innovation and creativity
  6. High levels of integrity
  7. Ability to work under minimum supervision

Job Application Guidelines


  • Go to https://erecruitment.kra.go.ke/login and then click on the ‘Register’ button to start the application process.
  • After registration, you will receive an email enabling you to confirm your email address and complete your registration.

Log on:

  • After registration go to https://erecruitment.kra.go.ke/login
  • Key in your username and password then click on ‘Log in’ to access your account.
  • After successful log in, the system will open the ‘Applicant Cockpit’.

Candidate Profile (To create or update applicant detail):

  • On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
  • Click on ‘My Profile’ to create and update your profile.
  • Follow the instructions to complete your profile.
  • The process will end by clicking the tab “Overview and Release”.
  • Ensure you click the check box on the page to complete the profile.

Application process:

  • To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
  • Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
  • Click on the Job posting to display the details of the position.
  • To apply for the position, click ‘Apply’ button at the top of the page.
  • Follow the instructions to complete and submit your application.
  • Kindly note that all mandatory fields must be completed.
  • To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.

In case of any challenges, please send your email query to isupporthr@kra.go.ke

If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to isupporthr@kra.go.ke

Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)

Apply Now


Closing Date

2022-08-05 00:00:00




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