Leads IT service delivery for the Tanzania market, ensuring reliable, secure, compliant and fit-for-purpose technology services, infrastructure, workplace technology, supplier support and digital workplace enablement.
Responsibilities
- Own the day-to-day governance of IT service delivery within the market
- Monitor service performance through agreed IT service management processes and service levels
- Lead the market response during significant service interruptions and communicate with business stakeholders
- Drive continuous service improvement by analysing service trends, customer experience, recurring incidents, demand patterns and operational performance
- Act as the primary Enterprise Services contact for business stakeholders
- Lead regular service reviews covering performance, risks, priorities and improvement actions
- Provide operational leadership and oversight of third-party service providers
- Review supplier performance with procurement, commercial and regional technology teams
- Maintain oversight of infrastructure health, availability and lifecycle
- Coordinate management of network and connectivity services
- Oversee joiner, mover and leaver technology requirements
- Govern device allocation, replacement, break/fix activities, stock management and lifecycle refresh
- Champion adoption of approved digital workplace, collaboration, analytics and AI platforms
- Promote the use of Microsoft 365, SharePoint Online, Microsoft Teams, Power Platform and Power BI
- Support data management, information sharing, access control and digital content governance
- Identify opportunities for automation, analytics and Generative AI to improve productivity and decision-making
- Champion compliance with information security, technology controls and IT policies
- Escalate technology risks and ensure control gaps have remediation plans
- Plan, approve, track and account for technology expenditure
- Provide forecasting and Opportunities and Risks reporting with Finance and IT teams
- Lead outsourced technical support resources and establish performance standards
- Promote customer service, ownership, accountability, continuous improvement and effective problem solving
Requirements
- IT service delivery and IT Service Management
- ITIL practices or equivalent experience
- Vendor, supplier and outsourced support management
- Enterprise infrastructure, networks and workplace technologies
- Microsoft 365, SharePoint Online, Microsoft Teams and OneDrive
- Power BI, data analytics and visualization
- Microsoft Power Platform and business process automation
- Cybersecurity, technology controls and data security
- Generative AI and responsible AI governance
- Stakeholder management and business relationship management
- Leadership, communication and problem-solving
- Change management, user adoption and capability building
- Technology innovation and digital transformation
