HoD Digital Business Support Systems
AI summary
Safaricom is hiring a Head of Department for Digital Business Support Systems in Nairobi to lead BSS strategy, modernization, and platform transformation. The role requires a Computer Science or IT degree and over 10 years of IT leadership experience, with a focus on cloud-native, AI-native architectures and TMF Open API compliance. Applications close on 10 October 2026.
- Senior management role reporting to the Chapter Lead – Digital IT
- Leads BSS modernization, platform strategy, and AI-enabled transformation
- Requires Computer Science/IT degree and 10+ years IT leadership experience
- Focus on cloud-native, TMF Open API-compliant and composable platforms
- Deadline: 10 October 2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required10+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in retail, call_center, part_timeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe 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 HoD Digital Business Support Systems evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Safaricom and the role in Not specified.
- Add concrete examples related to retail, call_center, part_time, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-10-10.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-10-10
- No major risk signal was detected in the captured text.
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 HoD Digital Business Support Systems role in retail, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Safaricom 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
Job Title: HoD Digital Business Support Systems
Date Posted: 28/09/2026
Job Type: Full Time
Job Level: Management
Employer: Safaricom
Industry: IT
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 10/10/2026
IT Jobs, Safaricom Jobs. HoD Digital Business Support Systems leads BSS strategy, oversees IT systems, and drives platform transformation, requires a Computer Science/IT Degree and 10+ years IT leadership experience.
Job Summary
Reporting to the Chapter Lead – Digital IT, the HoD Digital Business Support Systems will provide strategic planning, modernization leadership, and operations excellence for the Business Support Systems (BSS) domain. The role drives the end-to-end delivery of agile, AI-enabled BSS that enable customer acquisition, revenue management, and digital service evolution across Revenue Management, Value Added Services (VAS), Enterprise Integration, Contact Centre, Order Management, and Financial Reporting.
The role holder champions the shift from monolithic legacy platforms to simplified, cost-efficient, cloud-native, AI-native, TMF Open API-compliant architectures; leads the transformation to intelligent, predictive CARE and digital self-service; and accelerates time-to-market through composable platforms, reusable templates, and centralized SRE. Working with the senior executive team, business leaders, and external partners, the role ensures systems and services are reliable, secure, scalable, and future-proof — delivering operational discipline, commercial enablement, and superior customer experience across the full lifecycle.
Key Accountabilities
- BSS Modernization & Platform Strategy
- – Lead the transformation from complex monolithic platforms to simplified, cost-efficient, cloud-native BSS. Define and execute the 3-year technical roadmap (LRP) ensuring TMF Open API compliance, AI-native architecture, and composable platform design. Own architecture standards for BSS, VAS, and integration platforms. Drive vendor selection, partnership strategy, and data governance.
- Intelligent CARE & Digital Customer Experience
- – Transform fragmented channel tools into digital-first, AI-driven self-service CARE platforms. Embed AI, automation, and agentic systems to execute customer events including predictive CARE. Enable converged customer care platforms (Customer 360 / MDM) and intelligent, insights-led GTM tooling for trade, retail, and marketing.
- Agile Delivery & Time-to-Market Acceleration
- – Shift from ticket-based waterfall delivery to composable modern platforms supporting weekly releases with automated regression and testing. Drive reusable artefacts built centrally and shared across Tribes. Reduce time-to-market by >30% through “build once — use many” templates. Ensure 100% delivery yield on all PI commitments.
- Centralized SRE & Operational Excellence
- – Establish and lead centralized Platform & SRE squads enabling 24/7 maintenance, predictive ops, and zero-touch operations for all business squads. Ensure >99.99% system availability and MTTR <30 minutes. Drive AIOps, business continuity planning, and operational excellence programmes.
- Financial, Governance & People Leadership
- – Manage departmental CAPEX (approx. KES 5B) and OPEX (approx. KES 2B) budgets with zero revenue leakage and zero overdue audit issues. Drive agile adoption, squad structure design, and chapter development. Ensure compliance with Safaricom policies and ISO standards
Qualifications
- Degree in Information Services, BSc Computer Sciences, BSc Electrical Engineering (or similar tertiary qualification)
- Over 10 years management experience, in a technical delivery and operations domain.
- Experience leading Business Support Systems (Planning, Delivery and Operations)
- Knowledge of Billing and VAS products and services.
- Knowledge of Enterprise Integration
- Approving and monitoring of Departmental Opex and Capex budget (CAPEX – KES 5B and OPEX KES 2B)