Senior Services Analyst
British American Tobacco · Nairobi
Job description
About the role
The Senior Services Analyst will ensure that all IT service management commitments are met by monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and Underpinning Contracts. Working within British American Tobacco’s Nairobi office, the analyst supports product delivery by identifying and unlocking business and technology opportunities that add value for the company and its customers.
Key responsibilities
- Monitor and report on SLA performance to guarantee agreed service levels are achieved.
- Validate that IT Service Management processes, OLAs and Underpinning Contracts align with target service levels.
- Identify gaps in service delivery and recommend corrective actions.
- Collaborate with product and technical teams to translate service metrics into business value.
Required profile
- Strong analytical mindset with attention to detail.
- Ability to work independently and ensure compliance with service agreements.
- Good communication skills to interact with internal stakeholders.
Required skills
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Published 3 weeks ago
Expires 1 month from now
43 views · 0 interested
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British American Tobacco
Nairobi