M-Pesa Africa - IT Operations Service Governance Specialist at Safaricom Kenya

About the Role

The IT Operations Service Governance Specialist will be responsible for developing, implementing, and managing governance frameworks and processes within IT operations. This role encompasses managing policies, change and release management, transition and gatekeeping, training, and operational capacity evaluation to maintain high-quality services and ensure compliance. The ideal candidate will have strong governance expertise, a deep understanding of IT operations, and the ability to collaborate effectively with cross-functional teams.

Responsibilities

• Design and implement robust IT service governance frameworks, policies, and procedures to ensure effective management of IT operations;
• Develop, enforce, and regularly update IT operational policies and procedures to ensure alignment with business objectives and compliance with regulatory requirements;
• Oversee the change and release management processes to ensure smooth transitions and minimize disruptions;
• Implement best practices and industry standards;
• Oversee the transition of new services and systems into operational use;
• Act as a gatekeeper to ensure all necessary criteria and standards are met before implementation;
• Maintain a Risk Register for Operations to ensure regulatory compliance and audit alignment;
• Provide support and represent MPA in VC and VF governance initiatives;
• Manage and ensure closure of any outstanding audit issues against MPA;
• Provide training and support to IT operations teams on governance policies, procedures, and best practices;
• Foster a culture of compliance and continuous improvement;
• In liaison with Technical operations lead to assess and evaluate the operational capacity of IT services to ensure they meet current and future business needs;
• Implement strategies to optimize capacity and performance;
• Identify, assess, and manage risks associated with IT operations;
• Develop and implement risk mitigation strategies;
• Maintain comprehensive documentation of governance frameworks, policies, procedures, and performance reports;
• Ensure all relevant information is accessible and up-to-date.

Qualifications

Knowledge and Experience:

• Proven experience in a governance, compliance, or risk management role within IT operations, preferably in the fintech industry;
• Strong understanding of IT operations and service management;
• Excellent knowledge of regulatory requirements and industry standards;
• Strong analytical and problem-solving skills;
• Exceptional communication and interpersonal skills;
• Ability to work effectively in a fast-paced, dynamic environment;
• Strong understanding of ITIL (Information Technology Infrastructure Library) principles and practices;
• Analytical and problem-solving abilities to assess risks, impacts, and benefits of changes and releases;

Professional Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field;
• Proven 2-3 experience in a governance, compliance, or risk management role within IT operations, preferably in the fintech industry;
• Knowledge of regulatory compliance and data security standards;
• Proficiency in IT governance and compliance software and tools;
• Relevant certification (e.g., ITIL, COBIT, CGEIT, CRISC) is a plus;
• Experience working in African markets is highly desirable;
• Experience in working in dynamic and high-growth environments;
• Experience in working with multi-cultural geographically distributed teams;
• Industry recognized certifications - TOGAF, AWS CSA, Redhat CA, Google PCA etc.