IT Service Delivery Lead

• IT Service Delivery and Service Performance
• Own the day-to-day governance of IT service delivery within the Kenya market.
• Monitor service performance through the agreed IT service management processes and service levels.
• Lead market response during significant service interruptions and ensure effective communication with business stakeholders throughout the incident lifecycle.
• Drive continuous service improvement by analysing service trends, customer experience, recurring incidents, demand patterns and operational performance.
• Business Relationship and Stakeholder Management
• Act as the primary Enterprise Services contact for business stakeholders in Kenya.
• Understand business priorities, technology dependencies and service requirements.
• Lead regular service reviews covering performance, risks, priorities and improvement actions.
• Supplier Support and Partner Management
• Provide operational leadership and oversight of third-party service providers supporting the Kenya market.
• Ensure outsourced support resources have clearly defined responsibilities, objectives, escalation paths and service expectations
• Review supplier performance with relevant procurement, commercial and regional technology teams.
• Infrastructure and Workplace Technology

Qualifications & Experience:

• 7+ years’ experience managing IT services within a complex corporate or multi-site environment.
• Strong knowledge of IT Service Management practices; ITIL certification or equivalent experience preferred.
• Experience managing outsourced support services, vendors and technology partners.
• Broad understanding of enterprise infrastructure, networks, workplace technologies, collaboration platforms, applications, cyber security, data & analytics ecosystems, AI-enabled productivity tools and digital transformation initiatives.
• Strong stakeholder management, communication, problem-solving and leadership capability
• Working knowledge of modern workplace technologies including Microsoft 365, SharePoint Online, Microsoft Teams and OneDrive.
• Understanding of data analytics and visualization platforms, particularly Power BI, with the ability to translate business requirements into meaningful reporting and insights.
• Awareness of enterprise data governance, data quality, information lifecycle management and data security principles.
• Familiarity with Microsoft Power Platform (Power Automate, Power Apps and Power BI) and opportunities for business process automation.
• Understanding of Generative AI tools such as Microsoft Copilot and related AI-enabled productivity capabilities, including associated governance, security and responsible AI considerations.
• Ability to identify and drive technology innovation opportunities that improve operational efficiency, employee productivity and business outcomes.
• Experience supporting user adoption, change management and capability building for new digital technologies and platforms.