IT Service Delivery Lead

Job Description

East African Breweries PLC (EABL) is seeking an IT Service Delivery Lead to ensure the technology environment supporting employees and business operations remains reliable, secure, compliant and fit for purpose.

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.
• 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.
• Supplier Support and Partner Management: Provide operational leadership and oversight of third-party service providers supporting the Kenya market.
• Infrastructure and Workplace Technology: Maintain oversight of the health, availability and lifecycle of infrastructure supporting the Kenya market.
• End-User Computing and Employee Technology Experience: Ensure employees have access to reliable, secure and fit-for-purpose workplace technology.
• Data, Analytics and Digital Workplace Enablement: Champion the adoption and effective use of approved digital workplace, collaboration, analytics and AI platforms across the market.
• Cyber Security, Controls and Compliance: Champion compliance with applicable information security, technology controls and IT policies within the Kenya market.
• Financial Management: Ensure technology expenditure is appropriately planned, approved, tracked and accounted for.
• People and Leadership: Provide clear operational leadership to outsourced technical support resources within the Kenya market.

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.

Benefits

We offer a highly competitive Rewards and Benefits package, including flexibility to support your wellbeing and balance your priorities.