IT Service Delivery Lead

Purpose of role

The IT Service Delivery Lead role is responsible for ensuring that the technology environment supporting employees and business operations remains reliable, secure, compliant and fit for purpose. This includes the effective management of IT services, end-user technology, infrastructure, service partners, technology assets, operational controls and associated service improvement activities.

Key accountability

• 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.
• Act as a market advocate for innovation by identifying and promoting opportunities to leverage emerging technologies, including automation and AI-enabled solutions.
• Ensure appropriate awareness, training and change management activities are in place to maximize value from new digital capabilities and technology investments.
• Cyber Security, Controls and Compliance
• Champion compliance with applicable information security, technology controls and IT policies within the Kenya market.
• Escalate technology risks and ensure identified control gaps have clear remediation plans and accountable owners.
• Promote cyber security awareness and appropriate security behaviours amongst employees and technology support teams.
• Financial Management
• Ensure technology expenditure is appropriately planned, approved, tracked and accounted for.
• Provide accurate forecasting and Opportunities & Risks reporting in partnership with Finance and relevant IT teams.
• Identify and implement opportunities for service optimisation and sustainable cost reduction without compromising service quality, resilience or security.
• Ensure technology investment proposals are supported by appropriate business justification, lifecycle considerations and risk assessment.
• People and Leadership
• Provide clear operational leadership to outsourced technical support resources within the Kenya market.
• Establish clear expectations, priorities and performance standards for support teams.
• Promote a strong culture of customer service, ownership, accountability, continuous improvement and effective problem solving.
• Support development of technical capability and knowledge within market support teams.
• Demonstrates the highest standards of integrity, authenticity and confidentiality, acting as a trusted custodian of business information and consistently making decisions that reflect strong ethical judgment and organizational values.

Qualifications

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

Skills & 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.