IT Service Delivery Lead

• Manage daily IT service delivery governance within the Kenya market.
• Monitor IT service performance and handle significant service interruptions with effective communication.
• Lead continuous service improvement by analysing trends and operational performance.
• Act as the main contact for business stakeholders and conduct regular service reviews.
• Provide leadership and oversight of third-party IT service providers and review their performance.
• Oversee infrastructure health, availability, and lifecycle, ensuring proactive risk and capacity management.
• Champion adoption and effective use of digital workplace tools, data analytics, and AI platforms.
• Promote compliance with information security policies and escalate technology risks.
• Manage technology expenditure, forecasting, and identify opportunities for cost optimisation.
• Lead outsourced technical support teams, setting clear expectations and promoting a culture of accountability and continuous improvement.

• Bachelor’s degree in Information Technology, Computer Science, Business Information Systems, or a related field.
• At least 7 years of experience managing IT services in complex or multi-site corporate environments.
• Familiarity with IT Service Management practices; ITIL certification or similar experience is preferred.
• Experience managing outsourced IT support services, vendors, and technology partners.
• Broad knowledge of enterprise infrastructure, networks, workplace technologies, collaboration platforms, applications, cybersecurity, data analytics, AI tools, and digital transformation.
• Strong skills in stakeholder management, communication, problem-solving, and leadership.
• Working knowledge of Microsoft 365, SharePoint Online, Microsoft Teams, and OneDrive.
• Understanding of data analytics and visualization tools, especially Power BI, with ability to translate business needs into reports.
• Awareness of data governance, quality, lifecycle management, and security principles.
• Familiarity with Microsoft Power Platform (Power Automate, Power Apps, Power BI) for business process automation.
• Knowledge of Generative AI tools such as Microsoft Copilot and related governance and security considerations.
• Ability to identify and implement technology innovations that improve efficiency and outcomes.
• Experience supporting user adoption, change management, and capability building for new digital technologies.

The employer offers a highly competitive rewards and benefits package. They also support flexible working arrangements to help employees manage wellbeing and work-life balance.

Apply through the employer's official contact by submitting your application before Sunday, 8 November 2026.