Ensure stable, reliable and resilient technology services across M-PESA Africa markets, aligned to agreed service levels, regulatory expectations and customer experience outcomes.
Own end-to-end operational service performance across critical platforms, enterprise applications, shared services, revenue-generating services, revenue protection platforms, AML/financial crime platforms and market-facing capabilities.
Lead the Technology Operations operating model covering Service Management, Technical Operations, OIT, UAM, Enterprise Applications, Observability, Enterprise Tools and supplier operations.
Accountable for all ITIL-aligned service management processes, ensuring governance, process maturity, operational discipline, compliance, continual improvement and customer satisfaction.
Ensure 24/7 monitoring and event management coverage for critical services, with effective alerting, triage, escalation, event correlation and service degradation detection.
Own 24/7 incident response capability for priority incidents, including command-and-control, major incident mobilisation, stakeholder visibility and restoration discipline.
Ensure support teams have clear scope, shift coverage, triage procedures, escalation paths, knowledge articles, SOPs, runbooks and measurable targets.
Govern OIT and UAM operations, including workplace technology support, productivity platforms, access operations, evidence readiness and alignment with security controls.
Drive service availability, recoverability, operational readiness, resilience, productivity and cost optimization through data-led improvement and automation-led remediation.
Own Technology Operations budget planning inputs, cost control, supplier spend governance, resource utilization and operational investment prioritization.

Customers, suppliers and third parties

Build and maintain strong relationships with Executive Leadership, Local Markets, Business Leadership, Group Functions, Technology Teams, Vendors, Suppliers and Strategic Partners to drive operational outcomes.
Govern vendor and supplier performance, including SLA/OLA compliance, operational contract obligations, service reviews, remediation plans, service improvement commitments and escalation management.
Partner with Supply Chain, Finance, Legal and Technology leadership on contract reviews, supplier performance assessments, renewal inputs and operational risk decisions.
Ensure vendor accountability is clearly separated from internal BAU support accountability, with documented ownership, escalation routes and corrective action tracking.

Leadership and teamwork

Lead a multi-disciplinary Technology Operations function covering Service Management, Technical Operations, 24/7 Monitoring, Service Desk, Level 1, Level 2 application support, Incident Response, OIT/UAM, Enterprise Apps, Observability and Enterprise Tools.
Build a high-performing Technology Operations team with high employee engagement, clear accountability, strong leadership capability and a culture of ownership and continuous learning.
Drive talent development, succession planning, coaching, recognition, wellbeing and leadership development to sustain a motivated, skilled and productive workforce.
Embed Agile ways of working and strengthen collaboration with Agile Release Trains, product teams, platform engineering, architecture, security and market stakeholders.

Innovation, governance, risk and compliance

Drive transformation from reactive operations to proactive, intelligent and automated operations using observability, AIOps, automation, self-healing and predictive operational insights.
Ensure Technology Operations controls, processes and support models align with market-specific regulatory, compliance and operational requirements.
Support internal and external audits, regulatory reviews and compliance assessments through evidence, documentation, control oversight and remediation tracking.
Identify, assess, mitigate and report operational, supplier, technology and service risks, ensuring executive visibility and effective remediation.
Track operational cost drivers, managed service consumption, support utilisation, vendor spend, automation benefits and efficiency initiatives.

Qualifications

Must-Have Experience / Qualifications:

Degree in Technology, Engineering, Computer Science or a related field.
15+ years of experience leading enterprise technology operations in complex, mission-critical environments.
Proven leadership of large-scale support, service management and operational teams in different locations or regions.
Strong knowledge of ITIL-aligned service management practices.
Experience leading 24x7 operations, monitoring and incident response functions.
Experience managing enterprise vendors, suppliers and managed service providers.
Experience managing operational budgets, cost optimisation and financial governance.
Strong stakeholder management and executive communication skills.
Experience working across regulated and multi-country operating environments.
Experience supporting audit, risk, compliance and regulatory requirements.
Agile leadership experience within product-oriented delivery environments.
Demonstrated success in operational transformation, automation and continuous improvement.

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