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Safaricom M-Pesa Africa: Senior Manager - Service Operations Jobs in Kenya;The role is accountable for the effectiveness and continual improvement of all ITIL‑aligned service management processes while embedding Agile ways of working, stakeholder engagement, regulatory alignment, audit readiness, risk management and measurable performance management.
The role drives transformation of Technology Operations through intelligent automation, AIOps and observability, while building a high‑performing and highly engaged operations team.
Responsibilities
Impact on the Business
Ensure stable, reliable and resilient technology services across M‑PESA Africa markets.
Own end‑to‑end operational service performance across critical platforms and enterprise applications.
Lead the Technology Operations operating model covering Service Management, Technical Operations, OIT, UAM, Enterprise Applications, Observability and supplier operations.
Govern ITIL‑aligned service management processes, ensuring compliance and continual improvement.
Ensure 24/7 monitoring and incident response capability for priority incidents.
Govern OIT and UAM operations, including workplace technology support and access operations.
Drive service availability, resilience, productivity and cost optimization through automation.
Own Technology Operations budget planning, cost control and supplier spend governance.
Customers, Suppliers and Third Parties
Build strong relationships with leadership, local markets, vendors and partners.
Govern vendor and supplier performance, including SLA compliance and service reviews.
Partner with Supply Chain, Finance, Legal and Technology leadership on contracts and risk decisions.
Ensure vendor accountability is clearly separated from internal BAU support accountability.
Leadership and Teamwork
Lead a multi‑disciplinary Technology Operations function.
Build a high‑performing team with strong engagement and accountability.
Drive talent development, succession planning, coaching and recognition.
Embed Agile ways of working and strengthen collaboration with product and platform teams.
Innovation, Governance, Risk and Compliance
Drive transformation to proactive, intelligent and automated operations.
Ensure controls and processes align with regulatory and compliance requirements.
Support audits, regulatory reviews and compliance assessments.
Identify, assess and mitigate operational, supplier
and technology risks.
Track operational cost drivers, vendor spend and efficiency initiatives.
Qualifications
Must‑Have
Degree in Technology, Engineering, Computer Science or related field.
15+ years’ experience leading enterprise technology operations.
Proven leadership of large‑scale support and service management teams.
Strong knowledge of ITIL service management practices.
Experience leading 24x7 operations and incident response.
Experience managing vendors, suppliers and managed service providers.
Experience managing operational budgets and financial governance.
Strong stakeholder management and executive communication skills.
Experience across regulated and multi‑country environments.
Experience supporting audit, risk, compliance and regulatory requirements.
Agile leadership experience in product‑oriented delivery environments.
Demonstrated success in operational transformation and automation.
Preferred
Experience in mobile financial services, fintech, payments, banking or telecoms.
Experience operating services across multiple African markets.
Knowledge of observability, AIOps, automation, ITSM platforms and Zero Touch Operations.
Experience scaling operations for new markets or services.
Core Competencies
Strategic leadership, people leadership, talent development and coaching.
Stakeholder management, vendor management, financial management and compliance.
Technology operations leadership, ITIL service management and resilience.
Agile leadership, digital transformation, automation and innovation management.
Risk management, audit readiness, regulatory awareness and customer focus.
Strategic thinking, structured problem solving, collaboration and accountability.
How to apply
For more information and job application details, see; Safaricom M-Pesa Africa: Senior Manager - Service Operations Jobs in Kenya
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