Safaricom HoD Digital Business Support Systems Jobs in Kenya

Safaricom HoD Digital Business Support Systems Jobs in Kenya;Reporting to the Chapter Lead – Digital IT, responsible for strategic planning, modernization leadership and operations excellence for Business Support Systems (BSS). Drives end‑to‑end delivery of agile, AI‑enabled BSS enabling customer acquisition, revenue management and digital service evolution across Revenue Management, VAS, Enterprise Integration, Contact Centre, Order Management and Financial Reporting.

Responsibilities

BSS Modernization & Platform Strategy

  • Lead transformation from monolithic platforms to simplified, cloud‑native BSS.

  • Define and execute 3‑year technical roadmap ensuring TMF Open API compliance.

  • Own architecture standards for BSS, VAS and integration platforms.

  • Drive vendor selection, partnership strategy and data governance.

    Intelligent CARE & Digital Customer Experience

  • Transform fragmented tools into AI‑driven self‑service CARE platforms.

  • Enable converged Customer 360/MDM platforms and insights‑led GTM tooling.

    Agile Delivery & Time‑to‑Market Acceleration

  • Shift to composable modern platforms supporting weekly releases.

  • Drive reusable artefacts and templates across Tribes.

  • Reduce time‑to‑market by >30%.

    Centralized SRE & Operational Excellence

  • Establish centralized Platform & SRE squads for 24/7 maintenance.

  • Ensure >99.99% system availability and MTTR <30 minutes.

  • Drive AIOps, business continuity and operational excellence.

    Financial, Governance & People Leadership

  • Manage CAPEX (KES 5B) and OPEX (KES 2B) budgets.

  • Drive agile adoption, squad design and chapter development.

  • Ensure compliance with Safaricom policies and ISO standards.

    Core Competencies

    Customer Obsession

  • Deepen team connection to customers.

  • Simplify processes through digitalisation.

    Purpose

  • Create inspiring vision and drive strategy.

  • Boldly challenge teams to reimagine processes.

    Innovation

  • Fuel innovative ideas and test them.

  • Learn fast from digital adoption.

    Collaboration

  • Break silos and foster teamwork.

  • Create inclusive environment ensuring wellbeing.

    Health & Safety

  • Uphold company code of conduct, policies and procedures.

  • Adhere to safety, health and wellbeing guidelines.

    Qualifications

  • Degree in Information Services, Computer Science, Electrical Engineering or similar.

  • Over 10 years’ management experience in technical delivery/operations.

  • Experience leading Business Support Systems (Planning, Delivery, Operations).

  • Knowledge of Billing and VAS products/services.

  • Knowledge of Enterprise Integration.

  • Experience approving and monitoring CAPEX/OPEX budgets.

    How to Apply

    For more information and job application details, see; Safaricom HoD Digital Business Support Systems Jobs in Kenya

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