Senior Manager – Service Operations
AI summary
Safaricom Kenya is hiring a Senior Manager – Service Operations to lead end-to-end Technology Operations across M-PESA Africa markets. The role covers 24×7 service management, incident response, vendor governance, automation, and operational resilience. Candidates should expect a senior leadership position focused on reliability, compliance, and team performance.
- Senior leadership role overseeing M-PESA Africa technology operations
- Accountable for 24/7 monitoring, incident response and service resilience
- Covers vendor management, ITIL processes and operational governance
- Focus on automation, AIOps and observability transformation
- Based in Nairobi, Kenya with full-time employment
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in driver, security, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Senior Manager – Service Operations evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Safaricom Kenya and the role in Nairobi.
- Add concrete examples related to driver, security, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from JobWeb Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- JobWeb Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- HighThe post may mention payment. Verify directly with the official source before continuing.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Senior Manager – Service Operations role in driver, security?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Safaricom Kenya before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
The Senior Manager-Service Operations is accountable for end-to-end Technology Operations across M-PESA Africa markets, ensuring reliable, resilient, secure and cost-effective services that support business growth, customer experience: and operational excellence. The role provides leadership across Technical Operations, Service Management, Office IT Operations (OIT), Enterprise Application Support, Observability, Automation, Vendor Management, Financial Management and Operational Governance. The role governs 24×7 operations, including monitoring, Service Desk, Level 1 and Level 2 support, major incident response, production support and enterprise operational services. It ensures critical platforms operate through clear support models, defined accountabilities, service levels, escalation paths, runbooks, resilience controls and operational readiness standards. The role is accountable for the effectiveness and continual improvement of all ITIL-aligned service management processes while embedding Agile ways of working, strong stakeholder engagement, regulatory alignment, audit readiness, risk management and measurable performance management across operating markets. The role drives the transformation of Technology Operations through intelligent automation, AIOps and observability, while building a high-performing and highly engaged operations team. Responsibilities: Key Accountabilities: Impact on the business Ensure stable, reliable and resilient technology services across M-PESA Africa markets, aligned to agreed service levels, regulatory expectations and customer experience: outcomes. Own end-to-end operational service performance across critical platforms, enterprise applications, shared services, revenue-generating services, revenue protection platforms, AML/financial crime platforms and market-facing capabilities. Lead the Technology Operations operating model covering Service Management, Technical Operations, OIT, UAM, Enterprise Applications, Observability, Enterprise Tools and supplier operations. Accountable for all ITIL-aligned service management processes, ensuring governance, process maturity, operational discipline, compliance, continual improvement and customer satisfaction. Ensure 24/7 monitoring and event management coverage for critical services, with effective alerting, triage, escalation, event correlation and service degradation detection. Own 24/7 incident response capability for priority incidents, including command-and-control, major incident mobilisation, stakeholder visibility and restoration discipline. Ensure support teams have clear scope, shift coverage, triage procedures, escalation paths, knowledge articles, SOPs, runbooks and measurable targets. Govern OIT and UAM operations, including workplace technology support, productivity platforms, access operations, evidence readiness and alignment with security controls. Drive service availability, recoverability, operational readiness, resilience, productivity and cost optimization through data-led improvement and automation-led remediation. Own Technology Operations budget planning inputs, cost control, supplier spend governance, resource utilization and operational investment prioritization. Customers, suppliers and third parties Build and maintain strong relationships with Executive Leadership, Local Markets, Business Leadership, Group Functions, Technology Teams, Vendors, Suppliers and Strategic Partners to drive operational outcomes. Govern vendor and supplier performance, including SLA/OLA compliance, operational contract obligations, service reviews, remediation plans, service improvement commitments and escalation management. Partner with Supply Chain, Finance, Legal and Technology leadership on contract reviews, supplier performance assessments, renewal inputs and operational risk decisions. Ensure vendor accountability is clearly separated from internal BAU support accountability, with documented ownership, escalation routes and corrective action tracking. Leadership and teamwork Lead a multi-disciplinary Technology Operations function covering Service Management, Technical Operations, 24/7 Monitoring, Service Desk, Level 1, Level 2 application support, Incident Response, OIT/UAM, Enterprise Apps, Observability and Enterprise Tools. Build a high-performing Technology Operations team with high employee engagement, clear accountability, strong leadership capability and a culture of ownership and continuous learning. Drive talent development, succession planning, coaching, recognition, wellbeing and leadership development to sustain a motivated, skilled and productive workforce. Embed Agile ways of working and strengthen collaboration with Agile Release Trains, product teams, platform engineering, architecture, security and market stakeholders. Innovation, governance, risk and compliance Drive transformation from reactive operations to proactive, intelligent and automated operations using observability, AIOps, automation, self-healing and predictive operational insights. Ensure Technology Operations controls, processes and support models align with market-specific regulatory, compliance and operational requirements. Support internal and external audits, regulatory reviews and compliance assessments through evidence, documentation, control oversight and remediation tracking. Identify, assess, mitigate and report operational, supplier, technology and service risks, ensuring executive visibility and effective remediation. Track operational cost drivers, managed service consumption, support utilisation, vendor spend, automation benefits: and efficiency initiatives. Qualifications Must-Have Experience: / Qualifications: Degree in Technology, Engineering, Computer Science or a related field. 15+ years of experience: leading enterprise technology operations in complex, mission-critical environments. Proven leadership of large-scale support, service management and operational teams in different locations or regions. Strong knowledge of ITIL-aligned service management practices. Experience: leading 24×7 operations, monitoring and incident response functions. Experience: managing enterprise vendors, suppliers and managed service providers. Experience: managing operational budgets, cost optimisation and financial governance. Strong stakeholder management and executive communication skills. Experience: working across regulated and multi-country operating environments. Experience: supporting audit, risk, compliance and regulatory requirements. Agile leadership experience: within product-oriented delivery environments. Demonstrated success in operational transformation, automation and continuous improvement. Preferred Experience: Mobile financial services, fintech, payments, banking, telecommunications or other regulated digital technology environments. Experience: operating services across multiple African markets or multinational technology environments. Observability, AIOps, automation, ITSM platforms, self-healing operations and Zero Touch Operations. Experience: establishing or scaling operations for new markets or services, including localisation, vendor consolidation, managed service redesign, transition to BAU and operational cost optimisation. Core Competencies: Strategic leadership, people leadership, talent development, coaching, executive communication and high employee engagement. Stakeholder management, vendor management, financial management, budget control, commercial acumen, governance and compliance. Technology operations leadership, ITIL service management, operational resilience, service delivery management, major incident leadership and business continuity. Agile leadership, operating model design, digital transformation, automation, AIOps, Zero Touch Operations, change leadership and innovation management. Risk management, audit readiness, regulatory awareness, data-driven decision making, structured problem solving, root-cause analysis, customer focus, collaboration and results orientation. Strategic thinking, decision making, structured problem solving, customer focus, collaboration, accountability and integrity.