Head of Technology Operations at Kenya Airways

Brief Description

This position oversees Kenya Airways' Technology Operations teams, ensuring the availability, reliability, and security of information systems and technology services, with a primary focus on delivering resilient services and driving continuous improvement for customer satisfaction.

Detailed Description

• This role involves developing organizational and technological goals, identifying opportunities for new information systems to improve effectiveness, evaluating user needs, staying updated on industry trends, and actively participating in management and technology meetings.
• Establish and maintain industry-standard procedures for Office Automation to fulfill organizational requirements, while also managing Data Center facilities to meet environmental, security, and operational standards.
• Develop, implement, and uphold IT operation policies and organization/project procedures, ensuring their effectiveness and adherence to regulations.
• Ensure Information Systems' availability, reliability, and security, aligning support services with SLAs, maintaining an efficient Service Desk, determining system requirements, negotiating contracts for SLA alignment, and managing continuous service improvement.
• Implement and manage a DevSecOps framework, prioritizing automation, and security throughout the software delivery pipeline, while ensuring adequate resourcing, upskilling, and tool implementation for efficiency, alongside developing an agile development framework.
• Oversee the secure and cost-effective automation of key business processes through the DevSecOps team.
• Ensure the establishment and maintenance of an effective IS Business Continuity Plan, including implementing a Disaster Recovery site, while also addressing technology issues promptly to maintain system availability and user satisfaction, ensuring smooth operation of all IS systems and efficient application support for users.
• Ensure thorough documentation of systems and smooth transitions to production to minimize business disruption from changes, while also monitoring inventory control movements to prevent unauthorized access to IS assets and assist in planning user requirements.
• The role entails conducting regular analysis of system security and integrity controls, implementing physical and logical security measures, ensuring proper data administration, and reporting on risk management for systems and technology, while recommending procedures and policies to mitigate risks, as evidenced through submitted risk management reports
• Ensure timely resolution of internal and external IT support audit findings, compliance with software licensing and copyright laws, and accurate completion of all related system and technology operations and services licenses, registrations, renewals, and surveys.
• Negotiate and manage SLAs and support contracts with external service suppliers to meet targets, while ensuring cost-effective high-tech solutions and competitive prices are provided to fulfill company needs.
• Identify and outsource activities to streamline support services, minimizing bureaucracy, and manage outsourced contracts to maximize organizational value.
• Participate in annual business plan preparation, develop budget estimates for capital and expense, prepare work plans, and monitor IT Operations expenses against approved budgets.

Job Requirements

• Graduate in IT or related field

Qualification or equivalent and other relevant qualifications

• Knowledge of complex IS infrastructure environment.
• 8 years ’experience, 3 years as an operations 
• Delivery manager in similar sized organization and 5 years in IS management.

Additional Details

• Leadership skills.
• Analytical skills.
• Communications kills.
• Service Delivery and support skills.
• Experience in Customer relationship management.
• Good knowledge of security concepts.
• Project management skills.