IT Service Delivery Lead

Key responsibilities

• 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.
• Maintain oversight of the health, availability and lifecycle of infrastructure supporting the Kenya market.
• Coordinate with relevant technology teams and suppliers to ensure appropriate management of the network and connectivity.
• Ensure infrastructure risks, capacity constraints, lifecycle concerns and technology obsolescence are proactively identified and addressed.
• Support infrastructure refresh, upgrade and remediation activities and ensure appropriate business readiness before implementation.
• Ensure changes to market infrastructure are implemented through appropriate change governance and operational readiness processes.
• End-User Computing and Employee Technology Experience Ensure employees have access to reliable, secure and fit-for-purpose workplace technology.
• Oversee the effective management of joiner, mover and leaver technology requirements in partnership with relevant business and IT teams.
• Maintain appropriate governance over device allocation, replacement, break/fix activities, stock management and lifecycle refresh.
• Monitor end-user support demand and identify recurring issues or experience gaps requiring improvement.
• Champion adoption of approved workplace technologies and promote effective use of collaboration and productivity tools.
• Data, Analytics and Digital Workplace Enablement.
• Champion the adoption and effective use of approved digital workplace, collaboration, analytics and AI platforms across the market.
• Partner with business teams to identify opportunities where data, automation, analytics and Generative AI can improve productivity, decision-making and employee experience.
• Promote the effective use of Microsoft 365 technologies including SharePoint Online, Microsoft Teams, Power Platform and other approved collaboration tools.
• Support governance and compliance requirements relating to data management, information sharing, access controls and digital content management.
• Drive adoption of self-service reporting and analytics capabilities through platforms such as Power BI, ensuring alignment with enterprise data governance standards.

Candidate requirements

• Bachelor’s degree in information technology, Computer Science, Business Information Systems or related discipline.

Required skills