IT Service Delivery Manager
AI summary
Inkomoko is hiring an IT Service Delivery Manager in Nairobi to lead IT service management, oversee the Service Desk, and coordinate IT operations across countries. The role focuses on service reliability, incident and problem management, SLA performance, and continuous improvement. The vacancy is open until November 14, 2026.
- Senior IT service management role with cross-country coordination
- Covers Service Desk, incident/problem management, and SLA reporting
- Requires Bachelor's degree and 5+ years of experience
- Open to all genders
- Application deadline is November 14, 2026
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?
- Required5+ 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 security, entregador, segurancaThe 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 IT Service Delivery Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Inkomoko and the role in Nairobi.
- Add concrete examples related to security, entregador, seguranca, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Opened Career 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
- Opened Career Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- 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 IT Service Delivery Manager role in security, entregador?
- 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 Inkomoko 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
- September 15, 2026
- Nairobi
- ,
- Kenya
- Expiration date
- November 14, 2026
- 5+ Years
- Gender
- Both
- Qualification
- Bachelor Degree
- Job Description
- THE OPPORTUNITY &
Responsibilities
The IT Service Delivery Manager will be responsible for ensuring that Inkomoko’s IT services are reliable, responsive, consistent, secure and aligned with the needs of our teams and country operations.
The role will lead the day-to-day service management function, oversee the Service Desk and coordinate IT operations across countries and sites. The position will work closely with Infrastructure, Information Security, Software Engineering, Product, Project Management and country leadership to ensure that technology services translate into an effective and consistent
1. IT Service Delivery
Lead the effective delivery of IT services across Inkomoko.
Ensure IT services meet agreed service levels, performance standards and business requirements.
Define consistent service delivery standards and practices across countries and locations
Maintain visibility of IT service performance, risks and operational issues.
Develop and maintain the IT service catalogue in collaboration with relevant technology owners.
Ensure users understand available IT services and appropriate support channels.
Coordinate dependencies between Service Delivery, Infrastructure, Information Security and Software Engineering.
Ensure service delivery processes align with Information Security policies and requirements.
2. Service Desk & User Support
Manage and develop the Service Desk function.
Ensure timely and effective resolution of incidents and service requests.
Monitor ticket volumes, response times, resolution times and backlog.
Improve first-contact resolution and overall user experience.
Ensure appropriate categorization, prioritization and escalation of tickets.
Establish and maintain knowledge management and self-service capabilities.
Identify recurring user issues and initiate appropriate corrective actions.
3. Country IT Operations
Provide functional coordination and performance oversight to the Country IT Ops.
Ensure consistent IT support standards across all countries and geographically dispersed sites.
Coordinate country-level technology priorities and operational issues.
Monitor country IT service performance and identify areas requiring improvement.
Drive standardization of IT support processes, equipment and operating practices.
Ensure appropriate coverage and support arrangements across locations.
Consolidate country-level service issues, risks and performance for management reporting.
Support Country IT Ops in effectively engaging with Country MDs/CDs and Operations Managers.
4. Incident & Problem Management
Establish and maintain effective incident and problem-management processes.
Coordinate response to major incidents and significant service disruptions.
Ensure appropriate stakeholder communication during major incidents.
Coordinate resolution with Infrastructure, Information Security, Software Engineering and other relevant teams.
Ensure root-cause analysis is completed for significant and recurring incidents.
Maintain a problem register and track corrective and preventive actions.
Identify opportunities to eliminate recurring incidents and improve service reliability.
5. Service Performance & SLA Management
Define, monitor and report on IT service KPIs and SLAs.
Produce regular service-performance reports for the Head of IT Infrastructure & InfoSec and relevant stakeholders.
Monitor trends in service performance and identify areas of degradation.
Drive corrective actions where SLAs or service standards are not being met.
Track service performance across countries and identify systemic issues.
Monitor user satisfaction and use feedback to improve service delivery.
Support budget planning and cost-efficiency tracking for Service Desk staffing and tooling,
6. Change & Release Management
Coordinate operational readiness for technology changes and releases.
Participate in the Change Advisory Board (CAB).
Assess operational impact and support
Experience
- for users.
- The role will also drive continuous improvement of IT services through effective service management processes, performance measurement, standardization, automation and user-focused improvements.
- Key
- 6–8+ years of
- in IT service management, IT operations or technology service delivery.
- At least 3 years of
- in a service-management or technology leadership role.
- Demonstrated
- managing IT services across multiple locations or geographically distributed operations.
- managing Service Desk and IT support functions.
- Strong
- with incident, problem, request and change management.
- defining and managing IT SLAs and service KPIs.
- coordinating infrastructure, application, security and business teams.
- managing IT service providers and vendors.
- Demonstrated
- implementing service improvements and standardization.
- working in a multi-country or distributed organizational environment is an advantage.
Requirements
- for proposed changes.
- Ensure appropriate communication, testing, support and rollback plans are in place.
- Monitor the impact of changes on IT services.
- Ensure failed or disruptive changes are reviewed and corrective actions implemented.
- Coordinate service readiness for major technology projects transitioning into operations.
- 7. Service Improvement & Standardization
- Establish a continuous service-improvement agenda.
- Identify opportunities to automate, simplify and standardize IT services.
- Reduce repetitive manual support activities and recurring incidents.
- Improve IT processes, workflows and knowledge management.
- Identify opportunities for self-service and automation.
- Drive adoption of consistent IT service practices across countries.
- Track and report the
- WHO WE ARE LOOKING FOR
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Information Technology or a related field.
- ITIL 4 foundation certification required.
- Relevant certifications in service management, project management or technology operations are an advantage.
- Professional
Benefits
Deadline: Tuesday 22nd September 2026
- of service-improvement initiatives.
- 8. Vendor & Service Provider Management
- Monitor performance of IT service providers against agreed SLAs.
- Coordinate vendor resolution of incidents and service issues.
- Track vendor performance, recurring issues and escalations.
- Participate in service reviews with key technology vendors.
- Escalate material vendor performance issues to the Head of IT Infrastructure & InfoSec.
- Provide service-performance information to support procurement and contract reviews.
- 9. IT Service Governance & Reporting
- Maintain effective IT service-management processes and documentation.
- Participate in relevant Digital Transformation governance forums.
- Provide accurate and timely service-performance reporting.
- Maintain service risks, issues and improvement actions.
- Support audits and compliance activities relating to IT service delivery.
- Ensure operational procedures are documented, maintained and followed.
- WHAT YOU’LL GET
- This role is inside a high-growth, mission-driven social enterprise. By joining, you’ll access:
- Competitive salary, and potential Goal-based bonus
- Incredible company culture, including deep investment in your learning and growth
- Diverse colleagues and policies that show our commitment to equity and inclusion
- Talented, passionate, and committed team colleagues across the region
- Ability to make a significant social impact to your community
- Generous health insurance, staff savings, parental leave, sabbatical, and more benefits.
- HOW TO APPLY
- If you’re excited about this role and have skills to match, please submit your cover letter and CV through the application portal.
- APPLICATION