IT Service Delivery Manager at Inkomoko

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 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 Responsibilities

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.

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.

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.

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.

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, 

Change & Release Management

• Coordinate operational readiness for technology changes and releases.
• Participate in the Change Advisory Board (CAB).
• Assess operational impact and support 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.

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 benefits of service-improvement initiatives.

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.

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.

Requirements

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 Experience

• 6–8+ years of experience in IT service management, IT operations or technology service delivery.
• At least 3 years of experience in a service-management or technology leadership role.
• Demonstrated experience managing IT services across multiple locations or geographically distributed operations.
• Experience managing Service Desk and IT support functions.
• Strong experience with incident, problem, request and change management.
• Experience defining and managing IT SLAs and service KPIs.
• Experience coordinating infrastructure, application, security and business teams.
• Experience managing IT service providers and vendors.
• Demonstrated experience implementing service improvements and standardization.
• Experience working in a multi-country or distributed organizational environment is an advantage.

Benefits

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.