The Central Bank of Kenya is a public institution established under Article 231 of the Constitution of Kenya, 2010. The Bank is responsible for formulating monetary policy to achieve and maintain price stability and issuing currency. Pursuant to the CBK Act, the Central Bank promotes financial stability through regulation, supervision and licensing of fin...

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 Duties and 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.

• Inter-departmental Service Level Agreements (SLA) development.
• SLA coordination, monitoring and reporting.
• 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.

• 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.