Service Operations Manager Job in Kenya

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Service Operations Manager Job in Kenya

Service Operations Manager


The Service Operations Manager executes the IT operational service demand of Tembo within the Tembo Operational Model framework in alignment with the MSF IT practices, driving efficiency and effectiveness against set objectives.

S/he maximizes processes and procedures while meeting partner expectations and analyzes the quality of the services provided through defined performance KPI indicators driving continuous service improvement initiatives considering cost-effectiveness.

Acts as tactical communication link managing key relationships, working with relevant key counter parts in all sections and represents the Tembo IT Service Operations in the Demand level of the Tembo Governance.

Key Responsibilities

  • Supervises/manages the Helpdesk ticketing activity, prioritizes de demand, service levels escalation, as well as the daily support required to ensure the proper function of the Tembo platform along with key performance indicators.
  • Supports and coordinates the maintenance (security updates, upgrades) of the systems under his/her responsibility.
  • Manages the Service Operations team to ensure the highest working standards and best practices for all incidents and problems by providing guidance, support and direct management, including recruitment and necessary onboarding actions.
  • When/where required, act as the customer Single Point of Contact (SPOC) for escalations and support, and co-ordinate the scheduling of intervention with customers and internal resolver groups ensuring the highest level of customer service and communications are maintained to resolve the fault and incident within the prescribed SLA.
  • Supervises external service providers to guarantee the system works and incidences are solved seeking to guarantee access to information & monitor the compliance of contractually agreed terms with the outsourcer upon KPIs and SLAs.
  • Provides the status of work in progress and related aspects to the Head of Tembo IT, contributing also to the performance of Tembo review processes through analysis and key information metrics.
  • Supports the Head of IT in the monitoring and development of the processes and procedures defined plans approved by the Management Team to help fulfil the principles of efficacy, integration and quality.
  • Applies and promotes agreed IT Best Practices and Policies (Architecture, IS, GPDR…).
  • Monitors and measures the effectiveness (customer satisfactions, productivity, automation) of the services delivered to ensure continuous improvement of partners and users Tembo services experience.
  • Contribute to the sharing of knowledge to the organization in the areas under his/her responsibility.
  • Provide the status of work in progress and related aspects to the Head of Tembo IT.
  • Ensures the successful integration of new areas of service, including relevant processes and procedures in line with the product evolution and as part of the development lifecycle.
  • Promotes a fluent relation with the rest of Tembo teams.
  • Review processes and procedures to ensure alignment to objectives and business needs/users’ needs.


  • 4 years’ experience in projects to improve business processes and implementation of information systems.
  • 4 years’ experience with systems design and development from business requirements analysis through day-to-day management.
  • Experience with project management frameworks.
  • Experience with services management.
  • Experience in managing technology providers.


  • Good command of Microsoft Office and/or Open Office, Microsoft Project, Microsoft Visio.
  • Knowledge of Learning Management Systems (Totara, Moodle, Cornestone).
  • Good knowledge of best practices frameworks and standard methodologies: ITIL, COBIT, SCRUM, Agile, PMP, PRINCE2, LeanIT.
  • Knowledge of cloud ecosystems and the architectural framework TOGAF is an asset.
  • Knowledge about LAMP environments, eLearning authoring solutions, Web developments, multimedia edition and mobile solutions is an asset.
  • User-centred approach.


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