Service Management Manager Full Time NEW

Role purpose:

·         To drive the automation that helps the operation to be handled in a coordinated and collaborated way.

·         To drive operational efficiency and continuous improvement through automation and implementing governances for incident, problem, change, configuration and other ITSMs.

·         To lead governance with the managed service providers and internal divisions across the company.

·         Lead third party NOC-NOC communications, alignments and SLAs.

•      Staying up to date with industry trends.

Key accountabilities and decision ownership:

·         Guide, mentor, and lead the team.

·         Manage team’s performance KPI’s, Development Plans.

·         Deliver Mission Critical Programs under NOC.

·         Manage and control the policies for incidents, change, configuration, asset and problems are being followed

·         Do capacity enhancements on the policies based on what the policy recommends.

·         Manage third party engagements and have proper operational SLA and alignments.

·         Work with other key technology divisions for the goal toward the Service Operation Centre.

·         Manage Process alignment and automation.

·         Drive the process automation, auto correction, auto healing and other processes that can bring efficiency.

·         Bring efficiency on incident and problem handling.

·         Automate the configuration management and enable to have a control in managing configurations.

·         Auto operation in activities that can be automated including but not limited to Auto ticketing, Auto correlation.

·         Align and execute key KPIs across the market.

·         Handle initiatives and projects.

·         Create a strong collaboration environment with the groups.

·         Manage vendor performance.

·         Other tasks that are given by the management.

Core competencies, knowledge, and experience:

·         Technical know-how of NOC and Core operations.

·         Applying Expertise and Technology

·         Architecture concepts (Integration, Design

Process Management, Business Architecture, Information Architecture and Technical Architecture)

·         Problems solving and analytical skills.

·         Creating, Innovating, Learning, Analyzing and Researching

·         Delivering Results and Meeting Customer Expectations

·         5 Years of systems analysis and design experience is preferably in a highly complex environment (essential)

·         Influencing and negotiating skills

·         Excellent communication skills (verbal and written)

·         Project management skills

·         Collaboration and coaching skills (technical domain)

Must have technical / professional qualifications:

• Relevant Bachelor’s/Postgraduate Degree in Engineering.
•  7 years’ experience with 5 years in a telecommunications environment and 5 years in management role.
•   Experience in projects management.

How To Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.

https://safaricom.bamboohr.com/careers/482

The closing date for receiving applications is Sunday, 16th March 2025, 5:30 pm.