Responsibilities
Key accountabilities and decision ownership:
Order-to-Cash Orchestration
Lead end-to-end order management from post-sale handover through provisioning, activation, billing readiness, and service handover.
Establish structured order governance frameworks to ensure completeness and accuracy of contract-to-delivery transitions.
Monitor activation turnaround times and eliminate bottlenecks across provisioning workflows.
Ensure seamless coordination between Sales, Solutions, Technology, and Finance during delivery.
Track order fallout, rejection rates, and rework drivers to improve first time-right activation.
Drive continuous improvement of order-to-cash cycle time to accelerate revenue realization.
Service Activation & Delivery Governance
Coordinate cross-functional delivery of complex ICT, cloud, cybersecurity, IoT, and managed service solutions.
Oversee implementation timelines for enterprise and public sector contracts.
Ensure deployment readiness through structured project and delivery alignment forums.
Validate solution scope adherence before go-live.
Monitor delivery performance against contracted milestones.
Escalate risks proactively where delivery timelines or scope are at risk.
SLA Management & Service Reliability
Own SLA governance across enterprise portfolio, ensuring uptime, availability, and performance compliance.
Track service reliability metrics across connectivity, cloud, and managed services.
Drive structured performance reviews with Technology and support teams.
Identify recurring failure patterns and lead root cause elimination initiatives.
Implement preventive maintenance and reliability enhancement programs.
Protect enterprise revenue by minimizing SLA penalties and service credits.
Escalation & Incident Governance
Establish tiered escalation frameworks for high-severity enterprise incidents.
Lead crisis response coordination across technical and support teams.
Ensure transparent and timely communication with enterprise and public sector clients during outages.
Oversee post-incident reviews and corrective action tracking.
Maintain incident trend dashboards to identify systemic issues.
Reduce mean time to resolve (MTTR) across enterprise support channels.
Risk Control
Own the Enterprise Operational Risk Framework: Define, implement, and continuously improve policies, control standards, and risk appetite; ensure robust RCSA, KRIs/KCIs, and control testing across all operational domains.
Strengthen First Line Controls & Assurance by embedding preventive/detective controls in core processes and control remediation with clear owners and timelines.
Oversee incident reporting, root cause analysis, and loss event capture; close the loop with corrective/preventive actions and governance that reduces repeat incidents and operational losses.
Implement due diligence and ongoing monitoring for vendors/partners; integrate risk sign offs into projects, system changes, and product launches (e.g., change risk, data/privacy, cyber adjacent operational controls).
Maintain tested business continuity and disaster recovery plans; ensure adherence to regulatory/ISO standards; provide clear risk dashboards to EXCO/Board and drive culture of control excellence.
Business Continuity
Own and govern the Enterprise Business Continuity Framework, ensuring policies, standards, and resilience requirements are embedded across all operational units and critical enterprise processes.
Lead Business Impact Analyses (BIA) to identify critical functions, recovery priorities, resource dependencies, and acceptable downtime thresholds across the enterprise value chain.
Ensure robust and tested Business Continuity Plans (BCP) for all high risk functions, including crisis management protocols, communication plans, recovery strategies, and alternate site readiness.
Drive end to end resilience testing, including simulation exercises, disaster recovery drills, and post exercise remediation with measurable improvements in readiness and recovery time.
Provide reporting and assurance, using resilience dashboards, risk indicators, and compliance scorecards to inform leadership and ensure regulatory/ISO adherence.
Retention Care
Own the end to end retention strategy for enterprise clients, ensuring proactive engagement, contract management and value based interventions to minimise churn.
Establish proactive risk management mechanisms, using insights, early warning indicators, usage trends, and sentiment analytics to identify at risk accounts and trigger timely retention actions.
Drive high touch account lifecycle management, ensuring seamless onboarding, service quality, issue resolution, and continuous value extraction to strengthen loyalty.
Coordinate cross functional retention squads (Sales, Service Operations, Networks, Billing, Finance) to resolve systemic pain points, service failures, or commercial blockers impacting customer experience.
Improve retention performance and NPS, using structured governance, dashboards, root cause elimination, and customer back initiatives to secure long term relationships and revenue continuity.
Process Simplification & Automation
Define Enterprise Automation roadmap that will guide future investment
Identify manual and fragmented enterprise processes and drive simplification initiatives.
Lead automation programs across provisioning, ticketing, and service assurance workflows.
Embed digital tools for order tracking, customer visibility, and operational reporting.
Reduce operational cycle times through workflow redesign.
Improve cost-to-serve metrics through structured operational efficiencies.
Drive adoption of enterprise self-service portals and automation-enabled support.
Customer Support & Service Experience
Oversee enterprise-grade support models aligned to customer tiering frameworks.
Institutionalize proactive service management for strategic accounts.
Monitor enterprise jNPS and customer satisfaction metrics.
Ensure structured Quarterly Service Reviews for high-value clients.
Partner with Sales to drive retention through superior service experience.
Embed continuous feedback loops to improve post-sale customer engagement.
Billing Readiness & Revenue Realization
Partner with Finance to ensure accurate billing configuration and readiness at activation.
Monitor billing accuracy and dispute rates across enterprise portfolio.
Reduce billing-related escalations and revenue leakage.
Track revenue realization timelines from activation to first invoice.
Ensure compliance with contractual pricing and billing terms.
Improve Days Sales Outstanding (DSO) through structured dispute and billing governance.
Commercial Operation
Deliver Enterprise Business excellence all Enterprise Sectors
Strengthen Pricing Governance, Margin Discipline & Value Realization
Enable Data Driven Revenue Growth Across Enterprise, SME & Public Sector
Build Scalable, Digitized & Efficient Commercial Operations
Strengthen Customer Centricity & Sector Specific operation Support
Enable Operational Efficiency & Scalability
Strengthen Governance, Risk & Compliance in Commercial Practices
Enhance Partner & Ecosystem Commercial Performance
Elevate Customer Value Delivery Across All Segments
Accelerate Digital Transformation of Commercial Systems & Tools
Bid Management
Lead end to end bid governance, ensuring all enterprise bids are commercially viable, compliant, and aligned to organisational strategy, risk thresholds, and profitability expectations.
Oversee the development of bid responses, coordinating cross functional inputs (Sales, Finance, Legal, Technology, Supply Chain) to produce compelling and competitive proposals.
Establish and enforce bid management frameworks, approval matrices, pricing governance, and quality standards to improve bid consistency and reduce commercial and contractual exposure.
Drive rigorous opportunity qualification, bid/no bid decisions, and pursuit strategies using data driven analysis of feasibility, risk, resource requirements, and competitive positioning.
Ensure timely submission of bids by managing bid timelines, resources, documentation, and stakeholder engagement to meet customer and regulatory requirements.
Monitor bid performance, win/loss trends, pricing patterns, and customer insights to continuously improve bid strategies, enhance win rates, and strengthen commercial effectiveness.
Leadership & Talent Development
Coach, mentor, and empower the leadership team to drive strategic excellence, collaboration, and disruptive thinking.
Drive diversity, inclusion, and leadership bench strength, ensuring succession readiness for pivotal roles within the function.
Build critical capabilities through targeted hiring and continuous learning programs.
Institutionalize a functional Academy - develop playbooks, methodologies, and training for execution, and digital-first innovation models.
Embed OKRs and a performance-driven culture, aligning incentives to strategic impact, and innovation.
Champion cross-functional collaboration across Safaricom to ensure integrated delivery of products.
Lead change management for major shifts (new operating models, and innovation platforms) with clear narratives, stakeholder engagement, and adoption tracking.
Foster a culture of agility and experimentation, encouraging teams to pilot emerging technologies, new business models, and disruptive solutions.
Model ethical leadership and values, reinforcing integrity, transparency, and responsible innovation in all strategic decisions.
Ensure governance and compliance in all initiatives, safeguarding organizational reputation and stakeholder trust.
Champion adoption of emerging technologies (AI, IoT, cloud, blockchain) to enable disruptive innovation and digital transformation.
Qualifications
Must have technical / professional qualifications:
Bachelor's degree in Telecommunications Engineering, Electrical Engineering, ICT, Computer Science, Business Administration, Operations Management, or a related field from a recognized institution
Master's degree in Business Administration (MBA), Operations Management, Telecommunications Management, or Strategic Management is required
Minimum of 10 - 12 years' progressive experience in enterprise service delivery, telecom operations, ICT operations, managed services, or large-scale customer operations within a regulated technology environment
Demonstrated experience managing end-to-end order-to-cash processes including provisioning, activation, billing readiness, and service assurance
Strong understanding of enterprise ICT environments including connectivity, cloud, cybersecurity, IoT, managed services, and complex multi-vendor solutions
Proven experience in SLA governance, service management frameworks, and enterprise-grade incident management processes
Certification in IT Service Management frameworks such as ITIL (v3 or v4) is required
Project management certification such as PMP, PRINCE2, or equivalent is required or strongly preferred
Demonstrated experience in operational process design, automation initiatives, and workflow optimization within large-scale organizations
Strong knowledge of telecom network architecture and service assurance systems sufficient to coordinate effectively with Technology and Network teams
Proven experience working in highly matrixed environments collaborating with Sales, Finance, Risk, Legal, and Technology functions
Demonstrated capability in managing high-severity customer escalations and crisis response coordination
Strong analytical capability with proficiency in CRM systems, order management platforms, billing systems, and operational performance dashboards
Experience embedding operational risk controls, compliance frameworks, and audit readiness processes within enterprise operations
Demonstrated commitment to integrity, regulatory compliance, and responsible operational governance aligned to Safaricom's Code of Conduct